Main mission
The external provider will be responsible for the end-to-end operational execution, tracking, and continuous improvement of all tactical (promotional, seasonal, and ad-hoc) CRM campaigns across the Enlarged Europe / EMEA region.
- Tactical Campaign Delivery: Coordinate and execute tactical multi-channel campaigns (Email, Push Notifications, SMS, IVM) for ex-PSA and ex-FCA brands, respecting agreed SLAs and target launch dates.
- Performance Tracking & Analytics: Monitor campaign performance systematically and produce regular operational and performance reports.
- Operational Optimization: Proactively propose and implement process enhancements to minimize Time-to-Market (TTM) and improve campaign conversion and engagement.
- Tactical Contact Plan Governance: Support the operational maintenance and execution of the SWX CRM EE tactical contact plan, avoiding audience fatigue and contact overlaps.
Activities
- Tactical Execution & Operational Readiness:
- Coordinate quarterly planned tactical campaign roadmaps across all relevant internal stakeholders, agencies, and CRM platforms.
- Prepare and dispatch all required operational assets, targeting matrices, and campaign parameters to guarantee on-time launches.
- Manage fast-track resolution of operational blockers to protect campaign launch dates.
- Cross-Functional Coordination:
- Act as the central operational hub, interfacing smoothly with Content Teams, Connectivity Area Managers to align on validation schedules and delivery timelines.
- Reporting & Performance Management:
- Deliver scheduled monthly performance reviews.
- Recommend and roll out continuous optimizations aiming to increase reach (contact rate), engagement (open/click rate), and subscription/renewal conversions.
- Tactical Contact Plan & Governance:
- Enforce rules, channel allocation, and customer journey logic within the tactical contact plan, coordinating execution with brand-specific CRM teams to ensure policy compliance across tools.