Customer Relationship Manager

3 weeks ago

Edmonton, Canada Alberta Motor Association Full time

AMA:
**Customer Relationship Manager**
- Posted: 2023-08-18_
- Closing: Until Filled_
- Location: Edmonton South_

Customers are at the heart of everything we do at AMA. And with nearly a million members across the province, we’re on a mission to ensure that every touchpoint across our channel mix and portfolios is as compelling, timely and integrated as possible. As the Manager for Customer Engagement, you’ll develop, lead and define the strategies to further build our customer-orientated company. You’ll bring together marketing strategies that will foster long-term relationships with our members and identify new opportunities to build our customer base. You’ll build on positive relationships across a number of diverse businesses. And you’ll create strategies and journeys that enhance the relationship between AMA and our members, using new and innovative technologies to make it happen.

**WHAT MOVES YOU**
- You’re an experienced, pragmatic leader that can execute strategies and plans while remaining authentic and accessible.
- You curate touchpoints to anticipate the needs of our members, aligned to meaningful moments in their lives.
- You understand how to build compelling and creative marketing journeys, that will drive new members and provide current members with real value.
- You have a passion for developing and optimizing effective campaigns across multiple platforms and channels.
- You have an eye for detail and a passion for delving into the metrics of customer data.
- You not only understand AMA’s “Why,” you live it—staying true to our shared values and supporting purpose-driven work that makes a difference.
- Your omni-channel marketing acumen has made you a trusted leader.
- You’re fluent in contract practices, regulations and budget management.
- Your approach to leadership fosters learning, excellence, and a performance mindset among your team.
- You’re an expert in deciphering results and acting, to continually test and learn.
- You easily prioritize projects, ensuring the team is working on things that will make a difference.
- You have a continual learning mindset.
- Members are always at the heart of what you do. It’s about understanding and nurturing individual life journeys.

**WHAT YOU'LL DO**
- Report to the Director, Marketing.
- Develop and foster AMA’s Engagement Ecosystem (CRM strategy).
- Through your extensive knowledge of automation platforms, you’ll drive forward the transformation of our member journey goals.
- Understand each customer’s unique needs and preferences, and tailor interactions and communications accordingly.
- Identify opportunities to upsell or cross-sell products and services to customers, which can help drive revenue growth and satisfy the needs of our members.
- Manage subscriber databases, analyze campaign metrics, and provide insights for improving campaign effectiveness.
- Leverage data and technologies to build out comprehensive lead nurturing journeys.
- Develop detailed testing plans and consequent build of an improved framework to continually learn and refine channel mix and messaging matrix.
- Establish strong working relationships with leadership across AMA to ensure that our programs, products, and services are implemented through strategic initiatives and aligned with brand voice.
- Be integral to the delivery of AMAs exciting Member Journey Transformation at an enterprise level; as we refine the way we not only speak to members, but how we measure and integrate our omni-channel strategy.
- Work closely with Optimization and Automation Specialists to ensure full funnel digital buys are effective, and the member (and prospective member) experience is continually evaluated.
- Manage the administration and coordination of activities involving the acceptance, monitoring, and performance of contracts between the organization and clients/vendors.
- Ensure strategic reporting and process-flow related to channel oversight (Social, PPC, CRM, and offline media).
- Quality control for concepts and projects, including reviewing and oversight of integrated media tasks with the Channel Marketing Team.
- Oversee multiple projects simultaneously, and proactively manage the success of production scope, schedules, and budget management.
- Be the supplier relationship manager for our ecommerce platform.
- Provide ongoing evaluation, mentorship and guidance to your direct reports.

**WHAT YOU'VE DONE**
- Developed multi-faceted customers journeys.
- Led performance teams and have a track record of results.
- Experience with building infrastructures to drive forward performance of journeys across platforms and channels.
- Track record of data-driven decisions and analytical experience
- Have strategic experience and ability to implement
- Built automation journeys.
- Navigated migrations and restructured accounts.
- Developed strong presentation skills.

**WHAT YOU'LL GET**
- Work with a diverse and passionate marketing team.
- Be part o

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