Customer Relationship Management Manager
Communications/Publicity, Customer Service/Member Services, Strategic Planning/Analysis
Singapore - Singapore
Jun. 10, 2021
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.
Opportunity OverviewPURPOSE OF POSITION
The purpose of this role is to execute CRM initiatives to support HBO Go’s organizational goals and objectives. This role will plan and execute on a clear retention and engagement initiatives while interacting with internal and external stakeholders to understand their market drivers, strategies, and challenges, so that an optimal product can developed, evolved, and enhanced.
- Responsible for developing and optimizing multi-channel CRM programs (email, in-app, push, etc) designed to drive consumer engagement, increase adoption and minimize churn.
- 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.
- Experience in digital CRM implementation.
- 3 years and above for those with managerial experience or 5 years and above for those with executive experience.
- Demonstrate high levels of creativity, communications and efficient project management skills
- 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
- Good analytical skills
- Are passionate about customer success and delivering exceptional results
- Ability to work effectively in a complex, matrixed organization.
- Active experience implementing 3rd party CRM systems. Specific experience with Braze an advantage.
But Wait, There’s More!
• Exclusive WarnerMedia events and advance screenings
• Paid time off every year to volunteer for eligible employees
• Access to well-being tools, resources, and freebies
• Access to in-house learning and development resources
• Part of the WarnerMedia family of powerhouse brands