CRM, CDP, & Content Specialist

Job Description:

The Mars Premium Brands Customer Relationship Management (CRM), Customer Data Platform (CDP), and Content Specialist is accountable for establishing and maintaining a personalized 1:1 relationship with each individual guest to consistently surprise, delight, retain, and turn them into brand ambassadors. This role is critical to driving profitable sales growth across the D2C eCommerce, Retail, and B2B sales channels. This individual will be tasked with creating a CRM strategy for Ethel M Chocolates and American Heritage Chocolate (Mars Premium Brands) and executing via Content Creation, Email & SMS Marketing, the CDP, and external agency collaboration. In addition, this individual is expected to utilize existing CRM and CDP technologies to their full potential as well as identifying and implementing new technologies to support the CRM strategy. This position will work closely with the D2C eCommerce, Retail, B2B, Marketing, and Customer Service teams.

What are we looking for?

• Bachelor's Degree in Business or Marketing required.
• Minimum of 3 years of professional experience managing or supporting a Direct to Consumer (D2C) eCommerce website with sales of at least $1MM-$10MM annually.
• Experience with Email and SMS Marketing.
• Professional certifications relating to Google/Meta Ads, Google Analytics, and Klaviyo a plus.

What will be your key responsibilities?

• Manage the creation and execution of all Email and SMS Marketing campaigns. Performance will be evaluated primarily by revenue increases driven by Email and SMS.
• Build a guest engagement, retention, and ambassadorship strategy utilizing touchpoints such as owned websites, Email Marketing, SMS Marketing, Loyalty Program, UGC, Surveys, and Ratings & Reviews. The goal of this strategy is to create an exceptional guest experience that feels unique and personalized to each individual guest and drives profitable business growth.
• Responsibly collect data provided with consent from our guests. Work with key internal stakeholders to build and maintain accurate data on guests.
• Scope, Brief, Manage, and Review the creation of all copy and creative utilized in direct marketing (Email and SMS) with external agencies. Coordinate with internal stakeholders to ensure creative and copy compliance with brand standards.
• Utilize the Mars CDP to identify, build, and manage audiences of guests with similar behavioral patterns and attributes.
• Leverage audiences built in the CDP to drive personalization via owned marketing channels and cost-efficient paid marketing (Google, Meta, TikTok, and Pinterest).
• Own CRM Performance Reporting - have a solid understanding of key email and social metrics. Be able to pull and interpret trends in the data and recommend optimizations across channels. Provide guidance and oversight of UTM usage for reporting and additional sales analytics support.
• Ensure compliance with the California Consumer Privacy Act (CCPA) and resolve all Data Subject Access Requests (DSAR).
• Own post-purchase surveys and ratings & reviews and optimize them to drive guest engagement and retention while providing the team with insights and correction opportunities.
• Own the relationships and partnerships with CRM technology vendors - CRM Platform (SAP Fusion - Soon to be replaced with input from this role), Email Marketing, SMS Marketing, etc.
• Serve as the main point of contact for our team's usage of the Mars CDP. Partner with the central Mars CDP team to scope and manage the implementation of features and requirements specific to our brands.
• Partner with the Customer Service team to optimize guest interactions when challenges arise to ensure guest retention and minimize churn.
• Partner with eCommerce, Retail, and External Sales/B2B teams to identify guest engagement and retention opportunities across sales channels.
• Partner with eCommerce, Retail, External Sales/B2B, R&D and Activity Management, and Demand Planning teams on new product recommendations and portfolio management decisions based on purchasing behavior and guest feedback.
• Work with the eCommerce and Retail sales channels to develop, deploy, and measure results of annual promotional calendar to drive sales and new product launches while achieving margin and trade budget goals.
• Identify and launch new technologies to support the continuous improvement of CRM for Ethel M Chocolates and American Heritage Chocolate.

What can you expect from Mars?

• Work with over 130,000 diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we're striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.

Total rewards at Mars includes base pay, competitive benefits, and annual bonus (if position is eligible). The full-time pay range for this role is:

USD 75,240.00 - USD 112,860.00

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.