As a CRM Channel Content Manager your mission is:

• Responsible for developing the content (strategy) for our customer relationship management (CRM) systems. This role focuses on creating personalized, value-driven content that enhances customer engagement, retention, and lifetime value. Main channels: Newsletter, App, weblayers, sms & rcs.
• This role involves working closely in a matrix structure with the Product Content team as well as the channel owners (CRM) to ensure content is engaging, consistent, and aligned with the brand’s and channel’s objectives.

What success will look like in two years:

• Digital content & messaging consistent with other channels & touchpoints for the category.
• Efficient & effective content production processes.
• Consistently improved content quality making sure all content are positive tested with growing engagement results.
• Improved Engagement.
• Availability  in 2 years a central repository for all the relevant pieces of communication needed for CRM: global campaigns toolkit, product launches, promo blocks for every single major products (focus A&Cs), MEC comms CRM toolkit, APP CRM toolkit.
• Cross-Functional Collaboration: Strong collaboration between the content and channel, as well as other relevant departments, leading to more integrated and impactful content strategies.

Key performance measures for position:

• Content quality & on time delivery.
• Engagement: open rates, CTR

            - all relevant new content are a/b tested positive;
            - <5% unsubscribe rate due to "content not relevant" (we have dedicated surveys to track this).

Content channel Strategy

• Develop the digital channel content strategy for CRM, focused on delivering personalized and engaging content throughout the customer lifecycle (from acquisition to retention and reactivation). Close collaboration with the CRM team to understand technical and  other requirements.
• Implement and manage how the overall Miele content & comms strategy comes to life in the CRM channels.
• Understand content KPIs, performance tracking and use results to optimize content.

Content Creation,  Management & distribution

• Write, edit, and curate/repurpose and develop compelling visual content for CRM campaigns, including emails, newsletters, product recommendations, upsell messages, and post-purchase follow-ups, based on existing content: from briefing over creative concept evaluation to overseeing productions and postproduction as well as implementation toolkits. 
• Ensure content is optimized according to measurement and tracking results, evaluated and optimized. Support & consult in A/B testing to determine what messaging resonates best with different customer segments.
• Ensure all content is consistent with the brand voice, style, and tone.
• Budget management: spend resource efficiently & effectively; Responsible to comply with procurement & buying processes.

Key interfaces

• Ensure cross functional coordination of content and planning across Product Content and the channel owner (CRM team).
• Work closely with the Product content teams for campaign development.
• Main SPOC for the channel owner during content creation projects.
• Management of creative digital agencies, their deliverables, offers and timelines.
• Work closely with other stakeholders: Media & comms strategy for comms strategy & planning, campaign implementation guidance; other Channel specialists for  channel dedicated content; eCom team, Key VGs: alignment along the creative process phases.
• Working with the Purchase department on buying process.

• The ideal candidate has a strong background in CRM, content creation, and data-driven decision-making.
• Experienced professional (>2yrs) in content marketing:   creating compelling copy and email templates that drive engagement and conversions.
• +2 years experience in visual content creation.
• Excellent copywriting, editing, and communication skills in English with focus on storytelling and customer engagement:

             - experience with push notification copy and practices is a plus;
             - deep knowledge of email marketing content best practices;
             - html knowledge;
             - Understanding of CRM (creation) processes and experience in working with email marketing tools (Bloomreach is a plus).

• Experience in working with a premium brand
• Collaboration & networking skills; team player
• Creative, detail-oriented, and highly organized, with the ability to manage multiple projects simultaneously.