Overview
On Site
Contract - W2
Skills
Customer Experience
Customer Relationship Management (CRM)
Management
Leadership
Analytics
Ideation
Partnership
Agile
Collaboration
Sprint
FOCUS
Fluency
Communication
A/B Testing
Energy
Testing
Technical Direction
Job Details
Job Description: CRM Lead: Role description
The CRM Lead collaborates with leadership to determine the pod vision and conveys that vision to the team, ensuring the pod remains grounded in the customer. They are responsible for pod success - delivering the right customer experience and meeting the business goals of the pod. They work closely with the Agile / CRM Lead and the Vehicle Leads to develop, design, build and launch tests in the sprint cycle and support efforts to learn and scale.
Responsibilities:
Leads team in alignment against strategy and goals
Clearly communicate pod goals and overall strategy
Track and measure pod progress towards goals, including working with Measurement and Vehicle Leads to finalize measurement results and scaled impact
Manage admin/ process support, as needed, to ensure process follows Agile principles
Build and maintain relationships with key stakeholders
Collate materials for readouts, including assistance needed from leadership and pod performance against target metrics
Ensures activation of customer strategies
Identify priorities for further analysis in collaboration with analytics
Coach pod members on the use of data and insights to drive hypotheses
Plans and hosts ideation sessions to surface new test ideas
Work with other areas of the business (e.g., promo, loyalty, BAU teams) to bring in ideas
Leads pod Sprint Planning process ensuring focus on impact in partnership with Agile Lead
Create, maintain and prioritize the backlog surface high impact ideas, collaborate with Vehicle Leads to prioritize each Sprint
Lead Test Filtering and Sprint Planning ceremonies making sure that teams are on track for throughput targets
Pressure-test prioritized tests, ensuring that largest impact test are the focus
Leverage learnings and insights to push the pod to develop holistic customer journeys across all channels
Skills:
Strong customer orientation
Fluency in data / insights to drive prioritization of high-impact tests
Strong written and oral cross-functional communication skills
Proven ability to motivate and inspire others into action
Comfort with A/B testing, measurement methodology
Mindset:
High-energy and influence within the pod
Collaborative mindset supports other pod members through the process of hypothesis generation and test prioritization
Comfort being assertive and balancing empathy with impact-orientation
Bias for hypothesis-driven, data-driven thinking
Fail-fast mentality of testing, learning, and iterating
Proactive with an ownership mindset
Collaborative colleague, team player
Additional Sills:
The CRM Lead collaborates with leadership to determine the pod vision and conveys that vision to the team, ensuring the pod remains grounded in the customer. They are responsible for pod success - delivering the right customer experience and meeting the business goals of the pod. They work closely with the Agile / CRM Lead and the Vehicle Leads to develop, design, build and launch tests in the sprint cycle and support efforts to learn and scale.
Responsibilities:
Leads team in alignment against strategy and goals
Clearly communicate pod goals and overall strategy
Track and measure pod progress towards goals, including working with Measurement and Vehicle Leads to finalize measurement results and scaled impact
Manage admin/ process support, as needed, to ensure process follows Agile principles
Build and maintain relationships with key stakeholders
Collate materials for readouts, including assistance needed from leadership and pod performance against target metrics
Ensures activation of customer strategies
Identify priorities for further analysis in collaboration with analytics
Coach pod members on the use of data and insights to drive hypotheses
Plans and hosts ideation sessions to surface new test ideas
Work with other areas of the business (e.g., promo, loyalty, BAU teams) to bring in ideas
Leads pod Sprint Planning process ensuring focus on impact in partnership with Agile Lead
Create, maintain and prioritize the backlog surface high impact ideas, collaborate with Vehicle Leads to prioritize each Sprint
Lead Test Filtering and Sprint Planning ceremonies making sure that teams are on track for throughput targets
Pressure-test prioritized tests, ensuring that largest impact test are the focus
Leverage learnings and insights to push the pod to develop holistic customer journeys across all channels
Skills:
Strong customer orientation
Fluency in data / insights to drive prioritization of high-impact tests
Strong written and oral cross-functional communication skills
Proven ability to motivate and inspire others into action
Comfort with A/B testing, measurement methodology
Mindset:
High-energy and influence within the pod
Collaborative mindset supports other pod members through the process of hypothesis generation and test prioritization
Comfort being assertive and balancing empathy with impact-orientation
Bias for hypothesis-driven, data-driven thinking
Fail-fast mentality of testing, learning, and iterating
Proactive with an ownership mindset
Collaborative colleague, team player
Additional Sills:
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