What you'll be doing...
As a CRM Specialist, you will research and analyze CRM inbound offer Logics for continuous Improvement and help drive direct marketing strategies to inspire current and potential target customers expand their use of our wireless services. You will study our customer usage data to discover insights that will tell us what people want and need. Armed with these insights, you'll assess direct marketing campaigns effectiveness that will drive our wireless business to the next level.
You will create a recurring narrative to CEO, CMO, and COO on Verizon KPIs, conversation metrics, offer performance, impact of CRM tools (Compass/My Offers) and their trends. Develop key marketing insights into the internal/external impacts influencing these business metrics. Lead discussions with leadership and Area partners on the best strategies to address and exploit these insights.
Conceptualize and develop Offers to proactively address revenue generation/customer retention strategies that address the ever changing industry dynamics of the wireless market. Support CRM trials to test new strategies e.g. Next Best Action, Chat Reps in Compass.
Optimize Offer strategy and offers within the tool based on channel of interaction, customer segment and CRM strategy. Provide weekly readouts on offer portfolio, offer performance and trial results. Identify, quantify, and explain marketing/channel operational changes/trends and root internal/external influences on offer/tool performance.
Develop My Offer analytics roadmap and highlight strategy/tactical options for addressing/exploiting market dynamics. Support quarterly management of CRM budget spend based on contact forecasting, roadmap planned and historical offer performance.
Explore new ways to expand Offers and launch new offers to improve business performance. Develop and/or support CRM offers though business case development, champion challenger testing. Work with other organizations such as Finance and IT, to better understand what dynamics are driving business/operational metrics and what can be done to manipulate the market in our favor.
What we're looking for...
Understanding and delivering what customers want excites you. You love to dig into data and find the story within. You are a master at converting a database into new and long-lasting customers. You understand that measuring success and shortfalls is the only way to continuously improve.
You'll need to have:
Bachelor's degree in analytics or related field or four or more years of work experience.
Four or more years of relevant work experience.
Experience with Teradata SQL, SQL Server.
Experience with Tableau, Qlik or similar tools.
Experience with Excel and PowerPoint.
Even better if you have:
A Master's degree. Ideally in Finance, Marketing, Management, Information Systems, Mathematics, or Computer Science.
Experience in a technical position, preferably in the wireless industry.
Experience with reporting and query tools including Excel, Access and SQL.
Strong communication, organizational, and planning skills.
Demonstrated analytical and data modeling skills.
Used Tableau or comparable data analytics and presentation software, have CRM, strong data scripting and query capability, experience with SAS, IBM SPSS, Python or similar predictive analytics software.
When you join Verizon...
You'll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America's fastest and most reliable network, we're leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we're about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.
Equal Employment Opportunity
We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.