Customer Relationship Management and Loyalty Specialist with Czech (Krakòw)

CEE Marketing Support Hub’s purpose is to support CEE marketing activities, deliver maximum business value, at an affordable cost. Marketing Hub is providing lean efficient support to CRM (Customer Relationship Management) & Loyalty activities in CEE markets and manage independently the following tasks: loyalty and CRM operational activities, systems, marketing campaigns, social media, mobile application and website updates, other CRM & Loyalty tools and comms; review of communication journey in mentioned above tools to improve its usability and attractiveness

You will be working directly with the local Marketing Manager, Customer Engagement manager, Marketing Activation Specialist, and with Loyalty & CRM Manager CEE and Loyalty & CRM Project Manager on CEE initiatives.

Principal Accountabilities:
CRM and communication material:
• Content Audit for Smart Online, Shell mobile application, Facebook, CRM communications
• POS materials delivery coordination to sites
• Q&As, other campaign materials for internal engagement to retailers and Customer Service Team
• Train/Engage sites in campaign/promotional activities, ensure successful campaign execution at sites
• Translation, localization of marketing materials and proposal on its improvement

Loyalty Operational activities:
• Manage requested daily Loyalty operations
• Support local implementation of new initiatives– connected with Loyalty, new partners or new benefits for Loyalty customers
• Manage gift distribution with external logistic partner
• Creation of regular and ad hoc reports
• Fraud communication with Customer Service Team, partners and sites
• Daily communication with local business representatives
• Coordination of contracting process, contract finalization Coordination of Loyalty tasks related to new Site openings with internal and external stakeholders
• Manage Loyalty invoice process and month-end closing by checking partner invoice correctness (logistics, gifts, redeeming and issuing partners), and by tracking incoming invoices
• Support payment related operational activities (e.g: compliance audit data gathering)

Loyalty and CRM system activities:
• IT set up for Loyalty and CRM related activities – testing mobile app, setting up product codes, gift codes, award rules in Loyalty and site system, setting in CRM (Customer Relationship Management) systems, CRM CR groups update and changes
• Coordination of IT ticket resolution with Helpdesk related to Loyalty applications, software, Track point awarding issues from CRM offers with IT
• Participate in Loyalty System related projects, provide input for system and process enhancements, CVP (Customer Value Preposition) enhancements