Customer Relationship Management Lead
Big Data/Analytics, Customer Service/Member Services
Singapore - Singapore
Dec. 22, 2020
Company OverviewWarnerMedia is a leading media and entertainment company that creates and distributes premium and popular content from a diverse array of talented storytellers and journalists to global audiences through its consumer brands including: HBO, HBO Max, Warner Bros., TNT, TBS, truTV, CNN, DC Entertainment, New Line, Cartoon Network, Adult Swim, Turner Classic Movies and others.
Business Unit OverviewHBO Go
- Owner of CRM strategy, roadmap and user retention / engagement KPIs.
- Build and maintain an audience segmentation framework to service commercial & marketing campaign requirements.
- Increase audience engagement and retention through identification and improvement of digital user journeys.
- Work with Product, Data and Technical teams to identify & consume new data points.
- Continually test and learn, deepening audience segmentation and targeting.
- Develop a reporting framework. Measure, report and evaluate success and present back to senior leaders.
- Provide audience segments & insight to inform paid campaign activity.
- Work closely with Data Operations teams to ensure best practice carried out around data management processes.
- High level experience in digital CRM implementation.
- Self-starter, able to thrive in a fast paced and continually changing environment
- Work well under pressure and know how to juggle multiple priorities simultaneously
- Leadership skills and strong analytical skills
- Are passionate about customer success and delivering exceptional results
- Inspire others and lead by example
- Ability to work effectively in a complex, matrixed organization.
- Active experience implementing 3rd party CRM systems. Specific experience with Braze an advantage.