Senior Manager, Business Process - Customer Engagement & Loyalty

New York, NY


Job Description

Overview
Axians redtoo recently brought its almost 30 years of experience in IT and consulting solutions to the Axians family.  As both strategic advisors and a full-service IT provider, our customers' core businesses benefit through our optimization of their business processes and effectively implementing their technology investment.

We are seeking a Senior Manager, Business Process - Customer Engagement & Loyalty to join our fast growing and dynamic global IT consulting company.

Job Description
The Business Process Team operates as internal consultants across the global organization, leading the design and implementation of planning leading practices and transformation programs.
This team are subject matter experts, guiding and supporting business units on transformation strategies/roadmaps, business process design, development of capabilities and systems, performance metrics, training, adoption, and continuous improvement.   
 
The responsibility of the Sr Manager, Business Process – Customer Engagement & Loyalty is to drive the advancement of end-to-end Customer Engagement & Loyalty business processes, capabilities, & performance spanning program design, campaign creation & execution, personalization, collaboration, and analytics.
 
This position has a significant leadership (influence) impact on building, enabling, and advancing the Customer Engagement & Loyalty processes & capabilities across brands and business units. It requires a strong ability to influence at multiple levels across the organization.
 
This position actively partners with business and IT in the implementation of Customer Engagement & Loyalty business transformation projects with a focus on leading Customer Engagement & Loyalty process design & optimization and capability implementation.  This role drives and facilitates the tactical execution of business enablement activities including business requirements & training documentation, user acceptance testing, training & business adoption, and continuous improvement.
  • Operate in a leadership capacity to drive the tactical execution of business process and enablement activities for Customer Engagement & Loyalty transformation initiative
  • Contribute as a Customer Engagement & Loyalty Thought Leader & Subject Matter Expert SME with strong working knowledge of program design, campaign creation & execution, personalization, collaboration, and analytics processes, leading practices, & tool capabilities
  • Support definition of future state Customer Engagement & Loyalty processes & capabilities roadmap, transformation initiatives/projects, & business case for improvements
  • Document future state business processes and requirements leveraging new capabilities
  • Ensure cross-functional integration of Customer Engagement & Loyalty processes with other customer enterprise processes and contribute to the End to End Consumer Data Transformation vision
  • Spearhead current vs. future state assessments to assist business units with understanding of “from/to” change impacts
  • Partner with business & Change Management to develop & support execution of change readiness action plans to ensure successful adoption 
  • Drive preparation and facilitate execution of user acceptance testing 
  • Lead development of Customer Engagement & Loyalty “day in the life” business process training playbooks, how-to guides, and procedure documentation
  • Facilitate delivery of Customer Engagement & Loyalty “day in the life” training and conduct pre and post go-live evaluations to identify risks and drive training/adoption corrective actions
  • Coach & guide Marketing partners & Power Users in applying Customer Engagement & Loyalty leading practices in the initial set-up & continuous improvement of program design, campaign creation & execution, personalization, collaboration, and analytics, etc.  to optimize customer retention processes 
  • Contribute to the development and implementation of standardized Customer Engagement & Loyalty KPI analytics & reporting capabilities
  • Monitor Customer Engagement & Loyalty process performance & tool adoption with objective of diagnosing issues & identifying improvement actions
  • Lead & facilitate cross business unit forums to exchange of Customer Engagement & Loyalty best practices, transfer knowledge, share adoption successes and learnings, and drive continuous improvement opportunities
  • Oversee governance, prioritization and management of enhancement requests across business units related to Customer Engagement & Loyalty continuous improvements
  • Support development of project plans, timelines, & resourcing for business enablement activities to support Customer Engagement & Loyalty transformation initiatives
  • Champion the on-going development of the BPM team’s business transformation methodology & toolkit to enhance delivery & adoption success
  • Stay apprised of latest process and technology capabilities that can be applied to Customer Engagement & Loyalty processes
Skills
  • Minimum 6 years operational and/or consulting experience in CRM, Loyalty Program Management, Digital Marketing, Customer Retention Marketing, or Customer Analytics & Insights in a multichannel retail setting
  • Fashion /Apparel or Consumer Products industry experience a significant plus, especially a fast-moving, multi-channel consumer goods business
  • Minimum of 2 years’ experience in business process management or improvement
  • Minimum 2 years supervisory role/experience managing a team
  • Development and execution of multichannel Customer Engagement & Loyalty strategies (i.e. email, social, push notifications, direct mail, internet products or marketplaces
  • Integrating customer loyalty across unified commerce while addressing the challenges of creating a single view of the customer for the whole organization
  • Converting retention strategies into a calendar of activities designed to deliver multifaceted customer journey that are tailored to the individual
  • 3+ years’ experience with leading advanced CRM, Loyalty, & Consumer Data Analytics platforms. Preferably involved in the design, implementation, and training or expert user.
  • Development and communication of analytics and KPIs at the program, customer, and campaign levels measure program effectiveness & drive improvements
  • Project management experience preferred
  • Fully conversant in Customer Engagement & Loyalty concepts, leading practice business processes and techniques, and advanced CRM and Engagement platforms functional capabilities
  • Foundational understanding of fashion consumer behaviors derived from analytics or research, and how to create key consumer segments
  • Capable of effectively managing collaborative relationships between Marketing, Merchandising, Sales, Customer Service, and other business functions.
  • Demonstrated leadership skills in managing a business transformation initiative, process and system implementation project, and cross-functional teams
  • Effective communication, collaboration, facilitation, and influencing skills with ability to interface across functional areas and at all levels of the organization
  • Strong quantitative, analytical and critical thinking skills with demonstrated use of data analysis and metrics to drive decision making and continuous improvement
  • Proven ability to develop teams and educate and train others in new ways of doing business
  • Solid project management skills for planning, resourcing, monitoring project and improvement initiatives & experience with Agile methodologies
INTERNAL & EXTERNAL CONTACTS:         
Internal:
  • All levels across business owners in Wholesale & Retail Marketing & CRM across ALL business units/brands
  • All levels of their cross-functional business partners in Merchandising, Sales, and Customer Service across ALL business units/brands
  • All levels in TPG organization especially enterprise Business Process, IT strategy/solutions, & PMO implementation partners
  • HR partners supporting change management efforts
External:
  • Strategic, functional, & technical project consultants
  • Customer Engagement & Loyalty industry user groups & best practice conferences
Supervisory Responsibilities:
The position will manage the work of Customer Engagement & Loyalty Business Process Managers & Analysts to accomplish objectives. This includes guiding them in development of processes & capabilities, as well as the application of business transformation methodology & tool kit to support business adoption.   
               
Given the project and continuous improvement emphasis of this role, this position will also manage project/task teams including business and IT partners to accomplish Customer Engagement & Loyalty workstream objectives & deliverables. 
 
Given the internal consulting and advisory service emphasis of this role, this position will also strongly influence the development of Customer Engagement & Loyalty process & tool and subject matter expertise/skills of Customer Engagement & Loyalty leaders, power users, & analysts in the business.
  • Evaluate effectiveness & recommend improvements to optimize Customer Engagement & Loyalty processes, policies, and supporting capabilities
  • Identify Customer Engagement & Loyalty continuous improvement initiatives/projects
  • Major responsibilities
Skills
  • Minimum 6 years operational and/or consulting experience in CRM, Loyalty Program Management, Digital Marketing, Customer Retention Marketing, or Customer Analytics & Insights in a multichannel retail setting
  • Fashion /Apparel or Consumer Products industry experience a significant plus, especially a fast-moving, multi-channel consumer goods business
  • Minimum of 2 years’ experience in business process management or improvement
  • Minimum 2 years supervisory role/experience managing a team
  • Development and execution of multichannel Customer Engagement & Loyalty strategies (i.e. email, social, push notifications, direct mail, internet products or marketplaces)
  • Integrating customer loyalty across unified commerce while addressing the challenges of creating a single view of the customer for the whole organization
  • Converting retention strategies into a calendar of activities designed to deliver multifaceted customer journey that are tailored to the individual 
  • 3+ years’ experience with leading advanced CRM, Loyalty, & Consumer Data Analytics platforms. Preferably involved in the design, implementation, and training or expert user. 
  • Development and communication of analytics and KPIs at the program, customer, and campaign levels measure program effectiveness & drive improvements
  • Project management experience preferred
  • Fully conversant in Customer Engagement & Loyalty concepts, leading practice business processes and techniques, and advanced CRM and Engagement platforms functional capabilities
  • Foundational understanding of fashion consumer behaviors derived from analytics or research, and how to create key consumer segments 
  • Capable of effectively managing collaborative relationships between Marketing, Merchandising, Sales, Customer Service, and other business functions.
  • Demonstrated leadership skills in managing a business transformation initiative, process and system implementation project, and cross-functional teams
  • Effective communication, collaboration, facilitation, and influencing skills with ability to interface across functional areas and at all levels of the organization
  • Strong quantitative, analytical and critical thinking skills with demonstrated use of data analysis and metrics to drive decision making and continuous improvement
  • Proven ability to develop teams and educate and train others in new ways of doing business
  • Solid project management skills for planning, resourcing, monitoring project and improvement initiatives & experience with Agile methodologies
INTERNAL & EXTERNAL CONTACTS
Internal: 
  • All levels across business owners in Wholesale & Retail Marketing & CRM across ALL business units/brands
  • All levels of their cross-functional business partners in Merchandising, Sales, and Customer Service across ALL business units/brands
  • All levels in TPG organization especially enterprise Business Process, IT strategy/solutions, & PMO implementation partners
  • HR partners supporting change management efforts
External: 
  • Strategic, functional, & technical project consultants
  • Customer Engagement & Loyalty industry user groups & best practice conferences
Supervisory Responsibilities:
The position will manage the work of Customer Engagement & Loyalty Business Process Managers & Analysts to accomplish objectives. This includes guiding them in development of processes & capabilities, as well as the application of business transformation methodology & tool kit to support business adoption.    

Given the project and continuous improvement emphasis of this role, this position will also manage project/task teams including business and IT partners to accomplish Customer Engagement & Loyalty workstream objectives & deliverables.  

Given the internal consulting and advisory service emphasis of this role, this position will also strongly influence the development of Customer Engagement & Loyalty process & tool and subject matter expertise/skills of Customer Engagement & Loyalty leaders, power users, & analysts in the business.
  • Evaluate effectiveness & recommend improvements to optimize Customer Engagement & Loyalty processes, policies, and supporting capabilities
  • Identify Customer Engagement & Loyalty continuous improvement initiatives/projects
  • Drive continuous improvement of business transformation & adoption methods to maximize successful business outcome
  • Identify Customer Engagement & Loyalty best practices to be leveraged across business units
  • Define Customer Engagement & Loyalty process & system solutions to meet business needs
  • Evaluation of solution options
  • Selection & design of software solutions
  • Identify value proposition to support prioritization of Customer Engagement & Loyalty enhancements
  • Develop project plans and manage resource allocation to support transformation projects
RESOURCEFULNESS/CREATIVITY:  
This role requires innovation in developing new and/or driving continuous improvement of existing Customer Engagement & Loyalty processes, methods, or solutions to improve effectiveness, efficiency, or support changing business strategies. 

ENVIRONMENT:   
Given this is a new, transformational, center of excellence role; below are some of the key challenges affecting the scope & complexity of this role:
  • Significant process and organizational change impacts associated in moving from current to future state Customer Engagement & Loyalty process & tools
  • Gaining buy-in/alignment & driving a “common” model approach to processes & tools across business units vs. not standardized nor consistent today
  • Managing multiple tasks/priorities against project timelines & deadlines and balancing the demands of post-implementation support vs. on-going brand rollouts 
  • Supporting multiple business units with stakeholders not located in same building or locations; potential for travel to support project rollout in other geographies
Education:   
  • Bachelor’s degree in Business, Marketing, or related field. MBA a plus.
  • Project Management certification not required but highly valued
Seniority / Ideal background

Benefits Overview
Competitive salary and benefits packages

WHAT WE OFFER

We invest more in the professional training and personal development of our employees than the average IT services company. We believe that self-motivation and commitment from each individual is the key to success at Axians redtoo and we do our best to meet their needs as much as possible.

By having flexible working hours, regular events for employees and their families and more, we’re helping create strong and effective teams that value long-term relationships. We take the initiative and secure valuable jobs for them paving the future for mutual success, even in times of tough competition in the market.

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