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Senior Program Manager - Customer Lifecycle Management
Elsevier
Cambridge, MA, United States
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We have an exciting opportunity in our Global Marketing Excellence team, which is responsible for leading a global marketing effectiveness program across all business units of Elsevier.
As a Senior Program manager Customer Lifecycle Management you’ll ensure that Elsevier has a meaningful dialogue with our customers, maintains and grows the base value, and develops its value based selling skills. This is a new role and you will be based in Amsterdam (NL) or Cambridge (US).
In this role you will guide Elsevier in the process of shaping, managing and delivering the customer life cycle programs and activities in order to maximize the customer life time value (revenue). Programs and events focus on customer life time (retention and loyalty), customer spending through the life time (cross / upsell / deep-sell / service penetration) and customer profitability (value based treatments, cost to maintain, customer interaction and communication channel, drive to web) across all channels, ranging from Digital, to Product, Email and Telesales.
You will develop the longer term customer lifecycle strategy for the commercial functions and accelerate expertise and competencies to deliver better customer engagement programs, driving cross functional capabilities and best practices. You will support the CMO, Sales Leaders and Customer Engagement Managers with consultancy and planning to ensure the marketing organization can execute while you are leading programs and deliver frameworks. In this role you will report to the Director Customer Centricity, based in Amsterdam.
Your responsibilities:
Operationalize Customer Lifecycle Management (CLM) strategy & targets
• Set high level CLM Strategy & Advise senior commercial leaders
• Set KPIs, analyze gaps, and monitor impact of action plans and provide independent interpretation
• Ensure structured development by BU’s of commercial plans
• Establish resources, structure, roles, process and governance to execute on CLM initiatives and manage CLM on-going.
• Steer (monthly) target setting and execution to increase base penetration of programs
Develop the CLM program roadmap
• Support Business Units to establish a systematic process for developing commercial engagements, the customer journeys and interactions, across physical and digital touch points.
• Create POC / First implementation of programs on relevant lifecycle stages and customer segments
• Manage, shape and develop the segmented customer life cycle strategy & contact strategy
• Develop CLM frameworks, toolkits, trainings, examples: CLM Playbook, Workflow Playbook, Business case training & methodology, Customer Engagement training
• Provide Program support and guidance.
Support best practices, utilization of tools and customer engagement innovation
• Develop strategy for trigger based campaigns and activities for inbound and outbound contacts; campaign and contact optimization to create the maximum value to Elsevier.
• Set up a Menu Card of standardized services
• Support in integration of new channels (e.g. digital, in product messaging, in/outbound calling)
What you should bring
• A strong record of academic achievement: B.A. or B.S. minimum; MBA or Master preferred.
• 5-10 years of experience in commercial, customer facing positions (sales, marketing).
• A strong record of academic achievement: B.A. or B.S. minimum; MBA or M.S. preferred.
• Knowledge of database marketing, digital marketing, G2M and affinity with relevant tooling / systems
• B2B market knowledge is preferred
• Strong research design, analytics and data interpretation skills.
• Strong organizational and process skills. Management background helpful.
• Ability to communicate insights simply and clearly to a wide range of stakeholders. Superior listening, influencing and critical thinking skills as well as memorable writing and presentation skills.
• The ability to travel (approximately 25% of the time. International travel).
Elsevier is a global information analytics business that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We help researchers make new discoveries, collaborate with their colleagues, and give them the knowledge they need to find funding. We help governments and universities evaluate and improve their research strategies. We help doctors save lives, providing insight for physicians to find the right clinical answers, and we support nurses and other healthcare professionals throughout their careers.
Elsevier provides digital solutions and tools in the areas of strategic research management, R&D performance, clinical decision support, and professional education; including ScienceDirect, Scopus, SciVal, ClinicalKey and Sherpath. Elsevier publishes over 2,500 digitized journals, including The Lancet and Cell, more than 35,000 e-book titles and many iconic reference works, including Gray's Anatomy. Elsevier is part of RELX Group, a global provider of information and analytics for professionals and business customers across industries.
Elsevier employs over 7,000 people in more than 70 offices worldwide. We are an employer of choice, attracting and developing talented and creative people who thrive in a challenging and fast-paced environment. We offer an excellent compensation and benefits package as well as a real opportunity for career growth in a growing organization. Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.