MetLife
Customer Relationship Management Program Manager
Why Work at MetLife?
Work shouldn’t be something you do just to make ends meet… It should provide satisfaction and an opportunity to make a difference.
At MetLife, one of our core values is that “People Count” – that includes our employees. Work should fuel your ambitions, not limit them. We are always looking for talented people to help us meet our vision to build financial freedom for everyone.
If you are seeking a rewarding career at a place the values their workforce and embraces diversity, including and partnership – Then you’ve come to the right place.
For over 140 years, MetLife has been insuring the lives of people who depend on us. Our success is based on our long history of social responsibility, strong leadership, sound investments and innovative products and services. For more on our history and vision for the future, visit www.metlife.com/history
MetLife is more than just life insurance. Today we are a major force in financial services: Investments, Financial Advice, Banking and Insurance.
For information and to search for opportunities with MetLife, visit: www.metlife.com/careers
Job Location
New York, NY
Job Category
Marketing
Business Category
Investments
Education Required
Bachelors Degree Preferred
Experience Required
Seven to Ten
Number of Openings
1 (one)
Job Description
• Develops, executes, and manages Customer Relationship Management (CRM) marketing activities in an organization, including communication strategies, campaign management, and analytics.
• Responsible for defining and delivering functional requirements in the CRM, and Servicing strategies.
• Consults and manages in response handling, campaign tracking, follow-up, and automated lead nurturing management.
• Develops, documents, and implements automated marketing processes within CRM with emphasis on maximizing the efficiency and effectiveness of campaign operations and lead generation, nurturing and retention efforts.
• Acts as a leader in articulating business requirements, new processes, resolving conflicts, priorities, etc.
• Applies database marketing skills towards delivering targeted customer marketing campaigns.
• Ensure the implementation as well as the underlying process changes are complete and the impacts are quantified and understood.
• Consults with and advises the Marketing team on customer and marketing history data, campaign audiences, and best approach to achieving marketing goals during the campaign planning process.
• Guides resolution of conflicts in messaging or targeting strategy. Analyzes campaign results and historic data to provide assessment of campaign effectiveness and utilizes insight gained to influence future campaign strategies.
• Accountable for being the ultimate subject matter expert for CRM/Sales/Servicing aspects of the program.
• Plans and identifies policy, process changes, customer impact and communication needs as well as internal training requirements to address these changes.
• Facilitate development and implementation of new process, procedure and policies to improve customer service, customer lifecycle management or sales process effectiveness.
• Identifies solutions to unusual and complex problems requiring ingenuity, or innovative thinking.
Job Requirements
• Requires 7+ years of experience in managing and implementing strategic business changes in a financial services company - in one or more customer contact channels (branch, contact center, web, etc).
• Requires knowledge, experience, leadership and demonstrated business results in one or more of the various CRM disciplines including: Life-Cycle Management, Customer Value Management (CVM), Operational CRM, Sales Force Automation, Business Intelligence, Business Analytics, Marketing Operations, Sales Operations, Campaign Management, Customer Experience Management, Integrated (multi-channel) marketing, Customer Service, or Segment Management coupled with experience in managing large scale, technology-based change initiatives spanning multiple businesses, channels and/or functions. Channels include: branches, telephone services, relationship managers and web.
• Strong business/operational knowledge of financial services technologies and implementing new technologies in a customer-facing channel (branch or contact center), having operated from the Business side of the implementation. (technology-only experience is not sufficient).
• Track record of meeting deliverables and producing business results through leadership of others (direct management, matrix management and influence management) and hands-on work.
• Ability to analyze the customer experience, identify improvement opportunities, and work across functional groups on solutions to improve the customer experience.
• Ability to identify, evaluate, and implement solutions that will improve revenue generation, decrease operating costs, and increase customer satisfaction and loyalty.
• Excellent presentation, communication, influencing and cross- functional team management skills required.
• BA/BS in related discipline required.
In connection with this open position, MetLife will only consider job applicants who are legally authorized to work in the United States without an employer-sponsored petition for a visa, such as an H-1B visa. It will not file any visa applications in connection with this position.
How to Apply (Internet Explorer is recommended to properly apply):
Carrie Patrick, M.S. | Executive Recruitment Coordinator | Strategic Staffing
MetLife | 500 Schoolhouse Road | Johnstown | PA | 15904
p: 814-269-8638 | f: 518-953-1739
For immediate consideration, click Apply Now . You will be directed to complete an on-line profile which may take 15 – 20 minutes to complete. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.
MetLife is an Equal Opportunity Employer.
CRM Projects Manager
Why Work at MetLife?
Work shouldn’t be something you do just to make ends meet… It should provide satisfaction and an opportunity to make a difference.
At MetLife, one of our core values is that “People Count” – that includes our employees. Work should fuel your ambitions, not limit them. We are always looking for talented people to help us meet our vision to build financial freedom for everyone.
If you are seeking a rewarding career at a place the values their workforce and embraces diversity, including and partnership – Then you’ve come to the right place.
For over 140 years, MetLife has been insuring the lives of people who depend on us. Our success is based on our long history of social responsibility, strong leadership, sound investments and innovative products and services. For more on our history and vision for the future, visit www.metlife.com/history
MetLife is more than just life insurance. Today we are a major force in financial services: Investments, Financial Advice, Banking and Insurance.
For information and to search for opportunities with MetLife, visit: www.metlife.com/careers
Job Location
New York, NY
Job Category
Marketing
Business Category
Investments
Education Required
Masters Degree Preferred
Experience Required
Three to Five Years
Number of Openings
1 (one)
Job Description
The CRM Projects Manager candidate will lead innovative and high-visibility projects to transform direct sales capability through call centers and other touch points. This position will report into the CMO organization and will work across groups to manage IT, call center, and third-party partners in implementing solutions. The position will be responsible for:
• Project leadership across teams
• Managing resources to complete required work
• Working with business leaders and acting as a liaison between IT, business units and technology suppliers
• Learning and understanding financial services marketing, distribution and customer lifecycle
• Learning and deploying leading best practices across the web and call center environments
• Business requirements gathering and documentation
• Translating business requirements into functional specifications that can be understood and implemented by partners in IT
• CRM systems evaluation and selection
• Project management, including day-to-day issue resolution and improvement recommendations
• All aspects of project delivery from project scoping and definition to successful execution
• Ongoing partnership and evolution of CRM solutions to maximize sales from web, call center, e-mail, and direct mail activities
• Ongoing partnership with call centers to improve processes and organizational design to maximize sales and retention
Job Requirements
• Strong familiarity with CRM systems, sales processes, and call center environments
• Vendor Selection Process experience
• Experience implementing new systems and processes.
• Strong project leadership skills combined with strong business knowledge and in-depth analytical skills
• MBA or equivalent is a plus
• Minimum 2-3 years of demonstrated project leadership skills, with direct responsibility for managing project teams, budget and schedule
• Leadership behaviors and managerial courage to motivate and influence team and others
• Interpersonal effectiveness and strong communication skills both verbal and written
• Knowledge and experience with Software as a Service (SaaS) solutions preferred
• Experience with financial services products preferred, but not required
In connection with this open position, MetLife will only consider job applicants who are legally authorized to work in the United States without an employer-sponsored petition for a visa, such as an H-1B visa. It will not file any visa applications in connection with this position.
How to Apply
For immediate consideration, click Apply Now. You will be directed to complete an on-line profile which may take 15 – 20 minutes to complete. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.
Carrie Patrick, M.S. | Executive Recruitment Coordinator | Strategic Staffing
MetLife | 500 Schoolhouse Road | Johnstown | PA | 15904
p: 814-269-8638 | f: 518-953-1739
MetLife is an Equal Opportunity Employer.
AVP – Enterprise Relationship Management & New Business Development
Why Work at MetLife?
Work shouldn’t be something you do just to make ends meet… It should provide satisfaction and an opportunity to make a difference.
At MetLife, one of our core values is that “People Count” – that includes our employees. Work should fuel your ambitions, not limit them. We are always looking for talented people to help us meet our vision to build financial freedom for everyone.
If you are seeking a rewarding career at a place the values their workforce and embraces diversity, including and partnership – Then you’ve come to the right place.
For over 140 years, MetLife has been insuring the lives of people who depend on us. Our success is based on our long history of social responsibility, strong leadership, sound investments and innovative products and services. For more on our history and vision for the future, visit www.metlife.com/history
MetLife is more than just life insurance. Today we are a major force in financial services: Investments, Financial Advice, Banking and Insurance.
For information and to search for opportunities with MetLife, visit: www.metlife.com/careers
Job Requirements
The ERM & New Business Development position is primarily responsible for growing existing pipeline opportunities and driving new business development, including utilizing and driving account management best practices.
This position is also responsible for strengthening the alignment and effectiveness of sales and relationship management efforts with partners and prospects by developing enterprise-wide strategies to support the company’s overall business goals for growth, and establishing mutually beneficial alliances and strengthening relationships with these organizations.
This position focuses on the following specific areas:
Business and Strategic Management: Key interface between MetLife Senior Leadership and Distributor management to ensure leverage of key relationships to enable MetLife to achieve its sales objectives and return on investment.
Relationship Management: Provide support to distributors in order to enhance overall firm satisfaction and establish partnerships that provide for shared incremental growth on a year over year basis.
New Business Management: Identify and capitalize on opportunities to expand distribution and products that effectively utilize MetLife competencies, including sales resource, product strengths and service capabilities.
Communication Management: Employ effective processes that control and coordinate internal and external communications with distributor in order to identify, control and deliver on distributor expectations.
Job Description
Dimensions of Position:
1. Scope: Responsible for driving new business through expanding existing and developing new relationships with focus on Third Party Brokers / Consultants, 2nd Tier banks, etc.
2. Responsible for developing and driving ERM P&L to track impact of strategic initiatives.
3. Drive additional revenue opportunities, including joint-ventures, through existing and new enterprise relationships.
Principal Accountabilities of Position:
1. Work with Senior Vice President, ERM, Director, ERM, ERM Planning Board and Senior Leadership to support and implement ERM initiatives that position MetLife to gain the following objectives:
- Gain greater penetration in strategic partner firms to increase market share and become #1 distributor.
- Expand the number of strategic partner firms by identifying and improving relationships with 1st and 2nd tier focus that have established or strong market potential.
- Drive business plans with strategic partner firms that mutually capture MetLife and firm initiatives.
2. Primary interface between MetLife Senior Leadership and Senior Leadership at key partner firms to drive ERM strategic initiatives to support revenue growth.
3. Develops key relationships with Senior Leadership internally to understand their channels’ business, opportunities and issues. Advocates at senior level to consult strategically to drive revenue growth.
4. Work with Senior Vice President, ERM, Director, ERM, ERM Planning Board and team members to assure that contact management, metrics tracking and reporting needs are known and addressed effectively.
Experience Required
Knowledge/Skills/Competencies Required:
• 15+ years experience in financial services with at least 10 years sales process knowledge.
• College degree or equivalent relevant work experience required.
• Excellent written and verbal communication skills. Experience in delivering presentations to all levels of Senior Management.
• Strong interpersonal skills. Able to interact effectively within the enterprise at all levels to build strong cooperative relationships.
• Experienced leader with the ability to attract, select, develop, manage and retain the performance of highly skilled professional associates.
• Ability to develop strategies, create plans and implement them to solve problems. Experience in leading the development, execution, and measurement of strategic plans.
• Proven ability to handle multiple priorities with tight and shifting deadlines.
• Demonstrated strong account management skills.
• Strong negotiation skills and ability to influence and gain consensus of individuals with whom there is no direct reporting relationship
• Solid knowledge of the business and ability to proactively keep current on industry trends required.
• Strong financial acumen.
How to Apply
Carrie Patrick, M.S. | Executive Recruitment Coordinator | Strategic Staffing
MetLife | 500 Schoolhouse Road | Johnstown | PA | 15904
p: 814-269-8638 | f: 518-953-1739
For immediate consideration, click Apply Now. You will be directed to complete an on-line profile which may take 15 – 20 minutes to complete. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.
____________________________________________________________________________________________
Southern California Edison
Job
Title: Senior Contact Center Operations Manager
Job Type:
Full Time
Location: Rancho Cucamonga or Long
Beach
Apply at :
http://www.edison.com/careers/job_search.asp
Job Close
Date: 08/31/10
Website:
www.edisonjobs.com
Basic
Qualifications:
- Must have ten years experience managing one or more organizations or units in
a customer service operations environment.
- Must have experience working with contact center processes and systems, such
as call forecasting, routing, workforce management, quality monitoring and
Interactive Voice Response applications.
Core
Competencies:
- Bachelor's Degree in Business, Management, Human Resources, Information
Systems or related technical discipline.
- Demonstrated experience managing large operational organizations (over 100
employees).
- Demonstrated experience managing an organization undergoing departmental
and/or organizational wide changes.
- Demonstrated experience managing talent, selecting and developing employees
to fill talent gaps, coaching, establishing performance measurement systems and
tracking results to optimize productivity, quality and safe work behaviors.
- Demonstrated ability to achieve results through others by establishing the
strategic priorities and empowering employees with the authority necessary to
accomplish objectives.
- Demonstrated experience with one or more of the following standard approaches
and disciplines: project management, organizational change management,
performance management, quality management, process management and enterprise
portfolio management.
- Demonstrated ability to motivate self and others to overcome adversity and
achieve long-term strategic goals.
- Demonstrated ability to accurately analyze information and make strategic
decisions that have cross-organizational impact.
- Demonstrated experience developing and implementing strategic business plans
that have a large impact on the organization and prioritizing strategic
initiatives.
- Demonstrated knowledge of Contact
Center infrastructure and
technology such as Contact Routing, Work Force Management, Work Force Planning,
Reporting and Analytics, Quality Monitoring, Computer Telephony Integration
(CTI) or other business applications and architectures such as Customer
Relationship Management (CRM), self service options and multimedia
environments.
- Demonstrated knowledge of the congruence between Business Strategy, Contact
Center Strategy and Technology Strategy.
- Demonstrated experience with cost management processes, including budget
controls, resource planning, forecasts, cost control analysis and variance
reporting.
- Demonstrated knowledge of utility environment rules and regulation, such as
the General Rate Case, California Public Utility Commission/Interveners,
Federal Communications Commission and other relevant regulatory and legal
requirements.
- Demonstrated experience developing and delivering presentations to a wide
variety of audiences, including representing a company's interests in external
and executive forums.
- Demonstrated experience working with PC applications such as Microsoft Office
application suite.
- Must demonstrate the ability to integrate work across relevant areas, develop
the business and services to enhance customer satisfaction and productivity,
manage risks and safety appropriately, manage information, and provide
exceptional service to internal and external customers.
- Must demonstrate effective decision making, results delivery and team
building.
- Must demonstrate strong ethics, influence and negotiation, interpersonal
skills, communication, and the ability to effectively manage stress and engage
in continuous learning.
COMMENTS:
Additional testing may be required as part of the selection process for this
position. The primary work location is negotiable between Rancho
Cucamonga and Long Beach.
The Long Beach
work location will be relocated in the future. Candidates for this position
must be legally authorized to work directly as employees for any employer in
the United States
without visa sponsorship.
Preferences:
- Master's Degree in Business, Management, Human Resources, Information Systems
or related technical discipline.
- Project Management Certification
- Six Sigma Certification
Typical
Responsibilities:
The successful candidate will provide leadership and strategic direction to
Southern California Edison's (SCE) customer contact center operations.
Reporting to this position will be support staff and operations segment
managers responsible for over 500 team members. This individual will be
accountable for providing safe and reliable service by ensuring high-quality
and efficient handling of customer contacts through multiple interaction
channels. Typical responsibilities will include: maintaining and improving
customer satisfaction, productivity, and cost management; ensuring
organizational key performance indicators, goals and objectives are aligned
with company and business unit priorities; increasing customer engagement and
integrating business transformation efforts within their own and among various
departments; providing customer education and energy advisory services;
migrating to a new business model which will shift work among contact channels
and create new positions with changed responsibilities; throughout the
transformation to a customer engagement center, maintaining a safe work
environment and providing change leadership focus and direction; recruiting,
retaining and developing talent; managing a budget of approximately $30 million
from different sources; providing operational, technical, and financial
leadership and management to the organization; managing day-to-day operations
and enforcing Service Level Agreements and contracts with internal and external
business partners; selecting staff and managing employee performance and
development by conducting performance planning and reviews, coaching employees,
and carrying out disciplinary action when necessary; developing and
implementing suitable performance indicators for the organization; recommending
and/or approving departmental/organizational policies and procedures; assisting
in the development of corporate policies and procedures; developing business
plans, objectives, and initiatives for the organization in alignment with
business strategy and customer requirements; assisting in the development of
initiatives for corporate strategic plans and objectives; and performing other
duties and responsibilities as assigned.
Edison
International and Southern California Edison reserve the right to close or
cancel a posting at any time.
To
view job at edisonjobs.com please select the "Southern California
Edison" or "Edison International" logo.
If you are interested in this position, please submit your resume in confidence
by visiting www.edisonjobs.com.
Edison
International is an Equal Opportunity Employer.
__________________________________________________________________________________
Walt Disney's Parks and Resorts is not just home to Disney's beloved characters, but the place "Where Dreams Come True." Walt Disney started the company segment in 1952 when he formed what is now known as Walt Disney Imagineering to design and build his own dream, Disneyland® Park.
Today, Parks and Resorts has grown to encompass the world-class Disney Cruise Line®, Disney Vacation Club, Adventures by Disney, and five world-class resort locations, encompassing 11 theme parks on three continents: Disneyland® Resort in California, Walt Disney World® Resort in Florida, Tokyo Disney® Resort in Japan, Disneyland® Resort Paris in France, and Hong Kong Disneyland® Resort in China. By creating extraordinary experiences that exceed Guests’ expectations every day, Disney Parks and Resorts continues to uphold the Disney tradition.
Wherever the Guest experience takes place – in our parks, on the high seas, on a guided tour of exotic locales, or through our vacation ownership program -- we remain dedicated to the promise that our Cast Members turn the ordinary into the extraordinary and make Disney dreams come true.
Manager, CMR Program Operations (Campaign Management & Reporting)
The Customer Managed Relationship or CMR organization is responsible for developing an overall customer centric relationship strategy at a one to one level with a goal to help Guests create the most magical vacation experience possible. To accomplish this objective CMR is able to draw on the inherent strengths of a world class; brand, cast, product and experiences in a highly emotional way. The CMR team collects key information about current and potential guests in both a fun and entertaining way as well as through traditional guest contact points like the Call Center or on our Web site. This knowledge is then used across the entire Parks and Resorts division to make as many interactions as relevant as possible. Ultimately, the goal is to develop a lifelong relationship with the guest on their terms.
RESPONSIBILITIES:
Proactively guide the strategic usage of guest information within the Marketing Database to execute Direct Marketing efforts focused, including audience targeting and testing
recommendations, campaign selection strategies, and detailed response analyses. Establish and implement measurement plans of Direct Marketing efforts and contributions to the WDP&R business. Provide ongoing feedback to Database Management in order to improve guest data quality, identify new data sources and Database enhancement opportunities.
REQUIRED QUALIFICATIONS:
(These are the minimum qualifications you need to be considered for the job.)
* Bachelor's degree or equivalent
* Minimum 4 years in a management position with direct responsibility for database marketing, analytics or equivalent experience
* Demonstrated ability as a team leader
* Demonstrated strong analytical and technical skills
* Ability to handle and prioritize multiple assignments simultaneously
*Demonstrated strong partnering, coaching and mentoring skills
* Demonstrated strong written and verbal communication skills
* Ability to handle and prioritize multiple assignments simultaneously
DESIRED QUALIFICATIONS:
* MBA or equivalent
* 7 years experience implementing direct response marketing principles and techniques, including audience selection recommendations, data extraction and manipulation, and program measurement and evaluation Innovative, strategic thinking
* Demonstrated problem solving and decision making skills
* Demonstrated strong presentation skills
For more information and to apply, please visit
https://disney.recruitmax.com/main/careerportal/Job_Profile.cfm?szOrderID=253995&szReturnToSearch=1&szWordsToHighlight=
©Disney is an equal opportunity employer. Drawing Creativity from Diversity.
Manager, CMR Program Management - Lead Management
The Customer Managed Relationship or CMR organization is responsible for developing an overall customer centric relationship strategy at a one to one level with a goal to help Guests create the most magical vacation experience possible. To accomplish this objective CMR is able to draw on the inherent strengths of a world class; brand, cast, product and experiences in a highly emotional way. The CMR team collects key information about current and potential guests in both a fun and entertaining way as well as through traditional guest contact points like the Call Center or on our Web site. This knowledge is then used across the entire Parks and Resorts division to make as many interactions as relevant as possible. Ultimately, the goal is to develop a lifelong relationship with the guest on their terms.
RESPONSIBILITIES:
Manage all aspects of Direct/CMR Lead Management team, including program design, audience selection, creative input, testing and reporting. Develop effective strategies and programs to deliver business goals through media including online web media, search, email, website, direct mail, alliance, direct response print and television. Identify and develop new Lead Management initiatives to ensure planning tools are relevant to Guests’ planning preferences and leveraging latest technologies. Position new strategies and report key learnings and to key Marketing stakeholders.
REQUIRED QUALIFICATIONS: (These are the minimum qualifications you need to be considered for the job.)
* Bachelor’s degree or equivalent
* Minimum 3 years in a management position with direct responsibility for direct response marketing, marketing or equivalent experience
* Demonstrated ability as a team leader
* Demonstrated strong partnering skills with ability to lead/influence work teams
* Ability to handle and prioritize multiple assignments simultaneously
* Demonstrated strong partnering, coaching and mentoring skills
* Demonstrated strong written and verbal communication skills
* Demonstrated problem solving and decision making skills
DESIRED QUALIFICATIONS:
* MBA
* 5 years experience implementing direct response marketing principles and techniques, including audience selection recommendations, media planning, creative direction and program measurement and evaluation
Innovative, strategic thinking
* Demonstrated budget management skills
* Demonstrated strong presentation skills
For more information and to apply, please visit:
https://disney.recruitmax.com/main/careerportal/Job_Profile.cfm?szOrderID=257078&szReturnToSearch=1&szWordsToHighlight=
CMR Program Manager -Celebration, FL / Anaheim, CA
The Customer Managed Relationship or CMR organization is responsible for developing an overall customer centric relationship strategy at a one to one level with a goal to help Guests create the most magical vacation experience possible. To accomplish this objective CMR is able to draw on the inherent strengths of a world class; brand, cast, product and experiences in a highly emotional way. The CMR team collects key information about current and potential guests in both a fun and entertaining way as well as through traditional guest contact points like the Call Center or on our Web site. This knowledge is then used across the entire Parks and Resorts division to make as many interactions as relevant as possible. Ultimately, the goal is to develop a lifelong relationship with the guest on their terms.
RESPONSIBILITIES:
Position will be located at either Celebration, FL or Anaheim, CA . Develop & implement strategies to maintain or increase Guest engagement with Disney Destinations through multi-channel communications & relationship programs. Effectively partner within CMR, manage external vendors, and negotiate program strategy & execution across diverse functional teams, such as Marketing Strategy, Yellow Shoes, WDPRO, Legal, & Corporate CRM. Analyze program results and implement effective measurement systems to optimize Guest segment engagement and conversion.
REQUIRED QUALIFICATIONS: (These are the minimum qualifications you need to be considered for the job.)
* Bachelor’s degree in Marketing, Communications or equivalent
* Demonstrated strong negotiating and influencing abilities
* Demonstrated strong organizational skills with attention to detail
* Demonstrated problem solving and decision making skills
* Demonstrated strong analytical skills
* Proven strong background in strategic development, multi-channel marketing, program analysis, and creative evaluation
* Ability to think innovatively and build business cases for new ideas
* Demonstrated strong written and verbal communication skills
DESIRED QUALIFICATIONS:
* Master’s degree or equivalent (MBA preferred)
* Demonstrated proficiency with email marketing
* Demonstrated ability as a team leader
* Proven familiarity with complex data environments
* Minimum three years of Parks & Resorts experience
For additional information and to apply, please visit us
https://disney.recruitmax.com/main/careerportal/Job_Profile.cfm?szOrderID=257181&szReturnToSearch=1&szWordsToHighlight=
©Disney is an equal opportunity employer. Drawing Creativity from Diversity.
CMR Program Manager II
The Customer Managed Relationship or CMR organization is responsible for developing an overall customer centric relationship strategy at a one to one level with a goal to help Guests create the most magical vacation experience possible. To accomplish this objective CMR is able to draw on the inherent strengths of a world class; brand, cast, product and experiences in a highly emotional way. The CMR team collects key information about current and potential guests in both a fun and entertaining way as well as through traditional guest contact points like the Call Center or on our Web site. This knowledge is then used across the entire Parks and Resorts division to make as many interactions as relevant as possible. Ultimately, the goal is to develop a lifelong relationship with the guest on their terms.
RESPONSIBILITIES:
This person will be responsible for developing the CMR communication strategy and plan for Disney Theme Parks Merchandise and Disney Stores Online, utilizing email, direct mail, online advertising and search, social media, mobile, in store and website channels. This individual will need to bring solid CMR experience with all channels and knowledge of CMR plan development and processes. Retail history a plus. In addition, the ability to partner well, multi-task and self motivated is essential for success in this role.
REQUIRED QUALIFICATIONS: (These are the minimum qualifications you need to be
considered for the job.)
* Bachelor’s degree or equivalent
* At least 5 years Direct Marketing/CMR Account Manger Experience
* Demonstrated experience developing and implementing all phases of CMR marketing and communications plans
* Demonstrated goal setting, measurement and tracking
* Experience managing budgets, timelines and multiple projects
* Excellent partnering skills
* Demonstrated strong business planning skills
DESIRED QUALIFICATIONS:
* 5 years minimum Disney Parks experience
* Knowledge of all Theme Park areas
* CRM or CMR knowledge
* Knowledge of DLR & WDW Products and Services
* Experience with the Retail Industry and Ecommerce
For more information and to apply, please visit
https://disney.recruitmax.com/main/careerportal/Job_Profile.cfm?szOrderID=255213&szReturnToSearch=1&szWordsToHighlight=
©Disney is an equal opportunity employer. Drawing Creativity from Diversity.
Home
______________________________________________________________________________________________
JOB TITLE: Customer Relationship Management (CRM) Specialist (Philadelphia)
DEPARTMENT: Marketing
REPORTS TO: Director of Strategic Insights
JOB SUMMARY:
The CRM Specialist is responsible for promoting usage of the bank’s Customer Relationship Management system. The incumbent will integrate CRM into the business process to enhance sales and customer satisfaction.
ESSENTIAL FUNCTIONS:
- Promote proper CRM usage throughout business lines
- Collaborate with sales teams to identify and implement sales strategies
- Manage CRM system, including identification and resolution of functionality issues
- Handle Tier 2 CRM support
- Design and implement Beneficial Relationship Management (BRM) training programs
- Serve as liaison with software vendor
- Work with business lines to develop reports to monitor day-to-day performance
- Work with Marketing to ensure accurate setup and measurement of campaigns
- Develop working knowledge of data architecture and source data
KNOWLEDGE, SKILLS, ABILITIES:
- Proven experience integrating CRM into sales and marketing strategies
- Experience participating in cross-sell and up-sell campaigns
- Ability to identify and solve technical and user issues related to CRM
- Experience designing and executing training programs
- Ability to build relationships among departments throughout the bank
- Strong quantitative and analytical skills
- Excellent organizational skills to manage multiple tasks at the same time
- Ability to work independently and as part of a team
- Possess creative problem solving skills
- Ability to align with Beneficial’s culture of educating customers to do the right thing financially
- Demonstrate strong written and oral communication skills
- Knowledge of Microsoft Excel, Access and PowerPoint
- Experience working with SQL Server and SQL Execuwriter, a plus
JOB REQUIREMENTS:
- Four-year college degree in Marketing, Business or related field
- Minimum of 2 - 3 years experience in sales
- Experience in the financial services or banking industry preferred
- Location: 530 Walnut Street Philadelphia, PA 19106
- How to Apply: Please apply online at www.thebeneficial.com. Scroll to the bottom of the homepage and select “Employment”. All of our open positions will appear on this next page. Select “Customer Relationship Manager” to view this job description and apply.
NOTE: This job description is not intended to be all-inclusive. Management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.
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Senior Manager Customer Interaction Solutions/CRM (DC Area)
Overview
North Highland is a global management and technology consulting firm that achieves exceptional results with the largest companies in the world, using a very different approach.
Our approach is different in three important ways:
- We only hire experienced people.
- We live and work where our clients live and work.
- We guarantee our work.
With offices in the U.S., Asia, Europe and Australia, North Highland and Highland Worldwide offer consulting expertise to premier global companies in virtually every industry, providing a full range of business solutions that define strategies, streamline operations, empower people, integrate suppliers, leverage technology and maximize customer interaction.
North Highland, an employee-owned company that has achieved more than fifteen consecutive years of organic growth, was ranked by Consulting Magazine as one of the top four Best Firms to Work For in 2007, 2008 and 2009. We are a collaborative, entrepreneurial company that takes pride in our people, culture, clients and work-life balance.
North Highland, an equal opportunity employer, values the diversity of our work force and the knowledge of our people.
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Responsibilities:
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General consulting skills required:
- A demonstrated track record of successful consulting engagement management experience; including directing other staff members and having a major role in managing and interfacing with senior level client executives.
- Capable of establishing immediate credibility with clients and within the company; can build consensus and achieve goals through influence versus direct line authority.
- Possess a high energy level, sense of urgency, creativity, decisiveness, and ability to work well under pressure.
- Able to balance the demands of multiple client assignments and staff development while pushing the intellectual envelope in search of solutions to complex problems.
- Possess strong interpersonal/communication skills with professional staff, senior level executives and the community at large.
- Creative thinker who regularly seeks innovative solutions to complex technical/business problems.
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Qualifications:
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Position Requirements:
Qualified candidates will have at minimum 10+ years of relevant professional experience and 5+ years of external consulting experience within a mid to large sized consulting organization.
Must have excellent CRM SME experience and a strong balance between business and IT consulting.
- Business transformation experience: ability to manage organizational and process implications associated with CRM technology implementations
- Customer-focused strategy experience: ability to articulate a customer experience strategy and translate into people, process, and technology requirements
- General CRM experience: understanding of the customer lifecycle, channels, and touch-points (marketing, sales, service, retention) – with strong skills in the marketing and retention components of CRM.
- Broad understanding/working knowledge of CRM technologies (Siebel, Salesforce.com, etc)
- Deep CRM knowledge in a particular industry (e.g. Communications/High Tech, Financial Services, Products)
- CRM vendor/product and selection knowledge
- General understanding of CRM concepts, principles, methodologies - and how to apply across industries
- Contact center experience preferred
- Complex project/program management
This role requires a deep understanding of marketing maturity models, and an ability to quantify an organization (or division) against those models. The role requires experience defining the future state processes and organizational (human capital) needs that will take the organization/divisions to the more mature state.
MBA a plus.
This position is located in DC.
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Please contact Tricia Forrest for additional information tricia.forrest@northhighland.com
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Management Consultant – Sr. Project Lead with deep concentration in CRM
The Sr. Project Leader is responsible for leading and driving high impact, cross-functional projects through all phases of the project life cycle. This individual will be responsible for all of the normal project planning and controlling activities such as scope, schedule, and budget management. In addition to being able to manage the project, this individual needs exceptional leadership skills in order to properly motivate the team and handle the people dynamics of the project. The Sr. Project Leader needs experience in leading business representatives and development teams through requirements definition, functional specifications, detailed design, coding, testing, operations training, and implementation activities. This position is not suitable for administrative project managers. This individual must be hands-on and able to get into the details of the project while maintaining the broader business perspective. The Sr. Project Leader must have a balance between the Information Technology and Business Operations perspective.
Requirements:
- Located in the Atlanta metro area preferred
- Deep background in CRM a must
- Experience in driving CRM strategy and hands on experience with CRM implementations a plus
- Experience in and knowledge of Oracle’s On-Demand tool preferred, along with other CRM packages (Salesforce.com, Clarity, etc)
- Bachelor’s degree
- 7+ years business project management experience
- Experience with Business Process Improvement initiatives
- Management consulting experience
- Provide own equipment (laptop, MS Office software, including Project, Visio, and capability to scan and send documentation)
Role of Sr. Project Leader is a contract position and offers competitive compensation and is located in Atlanta metro with some potential travel. Company reimburses travel expenses.
To express an interest in this role, please forward resume and contact information to jobs@innovarpartners.com. Please reference PL – CRM in the subject line.
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Senior Business Analyst (City of Hope)
Position Summary
Leads key activities for business process review, elicitation of requirements, design validation and user acceptance testing for all City of Hope’s Development & External Affairs projects impacting the constituent management system. With offices in major cities nationwide, Development & External Affairs works to host events and manage relationships with a wide variety of constituents interested in furthering the cause of cancer research and treatment.
Key Responsibilities:
- Develops and maintains a repository of organizational and tactical objectives, process documentation, department /unit metrics and key performance indicators.
- Routinely reviews and analyzes business processes, workflow procedures, and job functions to provide insight and suggestions for improvements.
- Participates in medium to large system related projects to develop business cases during project initiation, identify business needs and develop functional requirements and prototypes for system design, develop testing validation requirements for system testing.
- Assists in change management strategies for adoption of new systems or system changes throughout the project life cycle.
- Critically evaluates information gathered from multiple sources, reconciles conflicts, decomposes high-level information into details, abstracts up from low-level information to a general understanding, and distinguishes user requests from the underlying true needs.
- Elicits requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis.
- Proactively communicates and collaborates with stakeholders at all levels to analyze information needs and functional requirements and deliver the following artifacts as needed: Project Feasibility Studies/Business Case Analysis; Business Process Documentation/Work Flow Diagrams; Functional Requirements/Business Requirements Documentation; Functional Specifications; Use Cases, mock-up of GUI Screen and Interface designs.
Essential Qualifications:
- Bachelor’s degree in Information Systems, Business, Computer Science or related discipline. Advanced degree preferred.
- At least five years experience in business analysis or CRM installation consulting within the not for profit or fundraising industries.
- Expertise in utilizing use case diagramming and business process mapping.
- Two or more years in a project management leadership role related to multi-user system implementation.
- Strong communication and interpersonal skills.
For immediate consideration, please apply at Sr. Business Analyst opportunity or contact Ann Miller at 626-301-8977 orannmiller@coh.org. City of Hope provides an environment of diversity, discovery and unlimited possibilities. An Equal Opportunity Employer.