Position Description
Position:Customer Relations Manager

The Company

Our Client is a leading wireless telecommunications company. Their philosophy is that customer focus and consumer understanding must always drive their day-to-day business behavior. They strive to be the most preferred partner to operators, retailers and enterprises.

In line with these priorities, Our Client's business portfolio strategy focuses on five areas, with each having long-term objectives:

  • Create winning devices
  • Embrace consumer Internet services
  • Deliver enterprise solutions
  • Build scale in networks
  • Expand professional services
There are three strategic assets that Our Client will invest in and prioritize:
  • Brand and design
  • Customer engagement and fulfillment
  • Technology and architecture
CRM Manager Position Description

Main Responsibility Areas

Responsible for developing an online CRM/acquisition strategy designed to increase website traffic that ultimately delivers increased online and bricks-and-mortar sales.

Key Tasks

  • Develop and execute online acquisition generation marketing activities (Search Engine Marketing, Online Advertising, email campaigns, newsletters, and sweepstakes) to acquire interested consumers.
  • Consumer Database Management - Drive growth, hygiene, security and use of NAM consumer database. Ensure compliance with Privacy Policy. Plan for migration of NAM database to COACH (common consumer database to allow sharing of consumer data across touchpoints and support consumer analytics and reporting throughout Company). Define and deliver requirements and inputs to COAH development team.
  • Coordinate data management to ensure appropriate data transfer processes, data overlays, data hygiene, opt-out compliance, contact management, and de-duping techniques to improve list quality and campaign effectiveness to results.
  • Manage work of MDS, our database hosting company.
  • Coordinate relationship between MDS and co-registration partners.
  • Monitor data feeds from marketing campaigns.
  • Coordinate transaction data feeds from ESP to database.
  • Receive and review standard report and generate custom reports.
  • Review and implement data hygiene activities.
  • Collaborate with marketing partners (key Activation stakeholders internal and external to the Interactive Marketing Team) to identify opportunities for integration of marketing efforts and processes to improve the customer experience and cross-sell results.
  • Coordinate with CES to conduct required security audits of third-party partners transmitting/receiving consumer data.
  • Participate in core team meetings of various departments.
  • Assist CARE Team in responding to consumer complaints and inquiries regarding the database.
  • Create budget and update spending plans in MAT.
Internal Interfaces

  • Branded Environments and Sponsorships
  • Activation Marketing
  • Channel Marketing
  • Marketing Strategy & Planning
  • Marketing Research & Insights

Individual Portfolio

  • Typically 6 to 9 years of relevant marketing, brand, and/or CRM experience. Experience in the Interactive Marketing arena preferred. Bachelor's degree in Marketing or related field and/or equivalent experience.
  • Project management skills, must be able to manage multiple programs at one time.
  • Outstanding relationship building skills
  • Process development skills, ability to keep work flowing, minimizing problems or delays.
  • Effective oral and written communication skills
Scope - Individual Contributor

Performs and/or coordinates day-to-day activities to meet departmental/project objectives. Carries out root/cause analysis in more complex problems. Can develop and implement recommendations.


Impact is short-term and usually departmental/project in scope. Accountable for quality, accuracy and efficiency of own and/or team achievements. Actions and errors can have program, project, and functional impact.


Accepts responsibility for and demonstrates support for delegated decisions. Requires minimum supervision. Uses non standard approaches to resolving issues. Suggests improvements and seeks opportunities for innovation. Some collegial or consultant interaction.

Job Disciplines which apply in this Job Family

Marketing Program/Generalist, Business Strategy, Customer Relationship Marketing.

Common Competencies

Deciding and Initiating Action, Team Working, Role Modeling Our Client's Way and Values, Relating and Networking, Persuading and Influencing, Presenting and Communicating, Documenting and Reporting, Analyzing, Creating and Innovating, Planning and Organizing, Delivering Quality and Results


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