Microsoft Dynamics 365 Manager-(Dynamics 365 CRM & Dynamics 365 Marketing Automation)

Job Summary : As part of the Vital Marketing Team, the Manager, CRM & Marketing Automation (MA) is responsible for the development and implementation of a digital-first customer relationship marketing strategy across multiple platforms including email and marketing automation systems, SMS / notifications, CDP, and CRM. Works with the Marketing Technology team on analytics, testing and predictive modeling functions ensuring the CRM tool and digital programs are operating effectively and efficiently to generate the desired marketing ROI. Experience with CRM and MA tools essential (Microsoft D365 is required and Marketo experience is preferred). Effectively manages vendors and other partner agencies to scope, develop and implement CRM & digital marketing programs and tools. Analyzes campaign outcomes, draws insights, and presents results clearly to facilitate sound decision making on next steps. The Manager, CRM & Marketing Automation (MA) will lead and manage a team of 4 CRM & Marketing Automation (MA) specialists across the home office and the Global Business Center in Manila. The Manager works well with cross-functional teams and can influence his / her strategic vision for the entire marketing team.

Essential Duties and Responsibilities :

Being our marketing automation (MA) and CRM operations leader.

• Understands integration with Customer Data Platform (CDP) and Customer Relationship Management (CRM) systems, and can work through syncs, issues and new integration needs alongside CRM team members.
• Creating and implementing complex, logic-driven, consumer-centric consumer journeys.
• Designing, launching, and tracking online campaigns tailored to markets and personas.
• Designing and implementing unique, customized digital experiences using CDP and CRM resources.
• Developing service line campaigns and marketing assets such as landing pages, emails, and e-newsletters; query segmentation; QAing and putting into production in our CRM / MA ecosystem and integrated platforms such as deploying forms on owned websites.
• Proactively ensuring all our digital communications (email, direct mail, SMS, etc.) maintain the highest standards of quality, ethics, and legal compliance, including HIPAA, ADA, California Consumer Privacy Act and GDPR.
• Optimizing processes and leading efficiencies, including recommending more efficient ways to complete individual request tickets and recommending ways to make all online touch points more engaging, higher performing, and more efficient taking advantage of existing tools and technology at hand.
• Helping establish short- and long-term CRM / MA strategy.
• Ensuring the organization s continuous evolution in leveraging CRM / MA technology to build smarter / faster / more efficient digital solutions.
• Ensuring seamless, multi-channel user experience and tracking between our marketing assets and web properties.
• Applying code for tracking capabilities and configuring related reporting.
• Helping execute, track and report on campaign performance while consistently optimizing conversion rates and ROI.
• Assisting department leaders with presentations and ad hoc requests.
• Supervise CRM / MA department overall processes and daily workflow. Assigns project workload and monitors deadlines, ensuring the ability to prioritize efficiently while maintaining accuracy and attention to detail.
• Work with the other managers and disciplines - content, web and graphic design, and marketing technology to devise deliverables and ensure accurate delivery of newsletter and nurture campaigns.
• Provide statistical information on project performance and team output.

Administration and Team Management :

Requirements :

Knowledge, Skills, Abilities :

Personal Attributes :

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