CRM Manager ANZ

Job description

Job Family Group: Marketing Group Job Description: Job Description As a CRM Manager, you will support the CRM Senior Manager with developing the CRM strategy and own the execution of CRM activity for your assigned market(s), working closely with the Hub to deliver innovative and data-driven campaigns across email, app and push to engage both B2C and B2B audiences. Working within the global CRM strategy and standards, you will coordinate broadcast and behavioural campaigns across M&C, ensuring they are relevant at a local level and as consistent globally as possible. Your focus will be on analysing customer data, crafting core journeys, and managing omnichannel campaigns to improve customer retention and lifetime value. This role is essential in ensuring the successful execution of global CRM strategies in alignment with local market needs and building a culture and ways of working that are strategic and data-driven. what you will deliver Support the M&C CRM strategy and lead execution across assigned markets for B2B and B2C audiences. Deliver CRM journeys and campaigns across email, app, push and other channels, aligned with global frameworks and local market needs. Partner with local teams and the Hub to coordinate campaign design and delivery, while tracking milestones, risks and dependencies. Identify and introduce CRM tools, technologies and approaches that improve customer engagement and campaign performance. Develop customer lifecycle programmes that support retention and customer lifetime value. Shape personalisation strategies and roadmaps across CRM activity. Use reporting and insights to measure performance and continuously improve campaigns. Support business goals by improving marketing return, brand health, customer value and profitability. Provide local teams with CRM toolkits and guidance to support consistent execution and reduce duplication. Partner with internal teams, agencies and vendors to align MarTech, data and CRM capabilities. Support CRM budget planning, forecasting and delivery within agreed budgets and timelines. what you will need to be successful Experience developing and delivering CRM strategies in a global or matrix organisation, with a strong focus on turning strategy into measurable outcomes. Knowledge of customer lifecycle, behavioural, automated and personalised campaigns. Ability to use data and insights to improve customer engagement and campaign performance. Experience with CRM and MarTech platforms, such as Salesforce, including campaign automation. Experience implementing and scaling MarTech platforms, processes and workflows. Ability to bring cross-functional and geographically diverse teams together. Clear communication and stakeholder engagement skills. Experience developing test-and-learn approaches and measuring direct and loyalty marketing activity. Understanding of campaign metrics, including open, click-through, conversion and sales performance. Commercial awareness with the ability to translate strategy into practical roadmaps. Project management skills, with the ability to balance priorities, risks and dependencies while keeping customer value at the centre. Who you will work with You’ll be part of the M&C Marketing Network of Excellence (NoE), a global team of marketers and strategists shaping consistent marketing approaches while supporting local market needs. You’ll collaborate with local market teams and the Hub to deliver impactful CRM campaigns, and partner with the Experience & Journey Innovation team to align CRM with the customer experience vision. You’ll also work with Technology, Salesforce Product Management, Intelligence & Insights NoE, and the Hub to define the technology and data needs that support CRM across loyalty platforms, mobile apps, and customer data platforms. At bp, we provide the following environment and benefits to you: A company culture where we respect our diverse and unified teams, where we are proud of our achievements and where fun and the attitude of giving back to our environment are highly valued Possibility to join our social communities and networks Learning opportunities and other development opportunities to craft your career path And many other benefits! We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform crucial job functions, and receive other benefits and privileges of employment. Don’t hesitate to get in touch with us to request any accommodations! Travel Requirement: Up to 10% travel should be expected with this role Relocation Assistance: This role is not eligible for relocation Remote Type: This position is a hybrid of office/remote working Skills: Advocacy, Brand Management, Commercial Acumen, Customer Segmentation, Generating customer insights, Listening, Offer and product knowledge, Offer Development, Sector, market, customer and competitor understanding, Translating strategy into plans . ​ Legal Disclaimer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us . If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.