Lead Associate-CRM Strategy (Remote)

The work we do has an impact on millions of lives, and you can be a part of it.

We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

Protective has an opportunity for a seasoned CRM leader to guide and execute the CRM strategy for the Asset Protection division of the organization. This role will be in the Sales Operations and Distribution department with a focus on working across the division’s functional areas to enhance CRM strategy and lead the activities to improve all CRM capabilities for the division. The right candidate for this opportunity will be a collaborative leader with deep CRM knowledge, the ability to work independently and be hands on with implementing CRM programs. Knowledge of working with MS Dynamics is a major plus.  

***This role will be titled "Lead Assoc Sls Support" within our organization.***

• Leads CRM strategy and execution in activities in data collection on customer insights concerning CRM programs and the business. This is for the purpose of ensuring that there is consistency in data-driven decision making and strategy formulation within the division and in CRM campaigns, programs, and aligning CRM solutions.  
• Determines the scope of support necessary from other organizational departments such as the IT department to support CRM programs and follows up on establishing those relationships.   
• Plays key role in the development and maintenance of relationships not only internally but also externally with various service and data analysis providers to drive the most value from CRM. 
• Working collaboratively across nearly all functional areas within the division and the Marketing team, leads the formulation of CRM strategies and programs/campaigns and ensures that they stay aligned with the business’s overall objectives. Also tasked with structuring those strategies and campaigns against allocated budgets and playing a leading role in the CRM budgetary allocations.  
• Develops, manages, and reviews the annual CRM budgets and makes forecasts, ensuring that all CRM programs fall within the allocated budget and timeline.  
• Plays a major role in devising and implementing business planning against key performance indicators and financial projections, taking appropriate corrective measures if required to maximize the business prospects in terms of revenue and profit generation.  
• This is also a collaborative position, including working closely with the Sales department by providing the personnel with their expertise in sales decision making as well as engaging in consumer acquisition and retention approaches that compliment and support sales efforts.  
• Serves in lead role in the formulation of CRM strategies, campaigns, risk management measures, and solutions as well as the determination of budgetary allocations within the department.  
• This position has analytical responsibilities, with monitoring and evaluation of CRM campaigns and activities to measure ROI, prioritize resources, and enable continuous improvement in customer acquisition and retention initiatives. In this capacity, the role also conducts consumer experience research, consumer segmentation, and consumer roadmap analyses.  
• Consistently evaluates customer and prospect data, in terms of customer behavior, program engagement, rewards redemptions, user experience analyses, as well as business performance metrics in order to realize areas of improvement in the business with focus on driving better results in consumer acquisition and retention.  
• Also monitors and conducts research on trends in the CRM field within the commercial sector and identifies emerging opportunities that the business could capitalize on and gain a competitive advantage in terms of consumer acquisition and retention.  
• The position also performs other duties as he deems necessary in the execution of his duties and duties as assigned.  

• Education: Must have a Bachelor’s degree in Business Administration, Economics, Finance, Engineering, Information Technology, or any other related field.   
• Experience: A suitable candidate will have a minimum 7 years of experience in CRM working in a fast-paced and competitive market setting, preferably as a Senior CRM Manager. This should be inclusive of proven experience in developing and delivering CRM strategies for a business, resulting in an increase in consumer value and revenue. Must also have knowledge of CRM systems and Microsoft Dynamics is a major plus.  
• The candidate must have proven experience with CRM campaigns from conceptualization to successful completion, demonstrating exceptional leadership and management skills in the process. Must also have experience in creating high quality reports and documentation for both internal and external audiences to further enhance CRM efforts. 
• Experienced in budget development and the establishment of procedures for the purpose of monitoring progress against the business’s plans and objectives and ensuring the best application of finances and other resources.  

• Has a responsibility to create reports generated in the execution of his analyses. These reports are presented to senior management and key stakeholders and must be well structured, clear, concise, easy to understand, and unambiguous. Must also be capable of defending the conclusions and proposals resulting from his findings/reports articulately and convincingly. 

• Must have an understanding and experience of tools and targeting systems, most notably, Microsoft Dynamics, Power BI, and SharePoint. Experience with integrating or converting CRM platforms are an advantage.   
• Microsoft Office/Software knowledge and experience are a must.  

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Employee Benefits:  

We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health.  Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.   

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

Accommodations for Applicants with a Disability:

If you require an accommodation to complete the application and recruitment process due to a disability, please email [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation.  General employment questions should not be sent through this process.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.