Customer Relationship Management Lead

Full Time Job
What part will you play:

The purpose of this role is to lead CRM initiatives to support HBO Go's organizational goals and objectives. This role will plan and execute on a clear retention and engagement vision 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.

Essential job functions:
• 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.

Person specification:
• 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.