CRM Project Manager - Cooper Aerobics (Texas)
Full time; Cooper Aerobics
The CRM Project Manager will lead and direct high-priority projects, which often require considerable resources and high levels of functional integration across all departments.
This person will collaborate internally with management to identify appropriate resources needed per initiative, assemble project teams, assign individual responsibilities and develop schedules for timely and accurate completion of data-related projects. This individual should have extensive vendor interface experience; and although not a technical resource in itself, must be able to interpret and communicate technical details to team members appropriately. Position reports to Cooper Aerobics’ Vice President of Marketing and Communications.
Essential Duties and Responsibilities
Plan and deliver CRM strategies across the company encouraging customer retention, customer loyalty and customer acquisition Ensure the CRM platform structure is working seamlessly across the organization (Cooper Clinic, Cooper Fitness Center, Cooper Spa, Cooper Hotel, Cooper Complete, Cooper Wellness Strategies) and captures all required information at key points in the customer life cycle Customer journey mapping analyzing touch points with the organization and maximizing opportunities Work closely with all departments to ensure the CRM works effectively for all aspects of the company Oversee customer interactions through the CRM Monitor and maximize customer lifetime value strategies ensuring maximum profitability Ensure the database is segmented effectively for targeted marketing activities Focus on data stewardship and ensure that all data input is accurate Develop actionable insight into trends and opportunities Identify factors or trends that influence player behavior Create complex models to extract data; use multiple databases to acquire statistical and financial information Analyze operational financial performance; perform year to year comparisons Research cross-sell and up-sell opportunities to target through the CRM platform Identify key prospect characteristics, vertical market opportunities and significant trends Leverage sophisticated data segmentation/mining techniques for optimal results Create comprehensive reports with an emphasis on ROI attribution, predictive analytics and actionable metrics Oversee the migration of all direct communications to lower cost mediums such as email Develop testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products Ensure appropriate meetings are held in order to align stakeholders and generate common understanding throughout the life cycle of the project Responsible for the discovery and documentation of Business Requirements Identify areas of improvement on the source systems side to enhance the data load and extraction processes; assist with unit and system testing as needed Continuously measure project performances, enforce team methodology and quality standards and manage scope to ensure profitability and minimize risk across multiple projects Manage change controls related to the data environment to minimize risk using appropriate verification techniques in order to keep the project plan accurate, updated and reflective of project changes Acts as an internal ambassador to help foster understanding of CRM services Provide thought leadership to all internal stakeholders Other duties and responsibilities as assigned