Tredence Inc.
Website:
tredence.com
Job details:
JOB DESCRIPTION
CRM Journey Execution & Automation Specialist
1. Role Purpose
we are looking for an experienced CRM execution specialist to take ownership of the end-to-end execution and coordination of CRM journeys, with a particular focus on trigger ideation and journey build. The resource will work directly with the VP Pricing and Customer Value Proposition and act as the accountable execution owner for identifying and translating defined CRM use cases, audiences, filters and business requirements into live journeys in Microsoft Dynamics / the relevant CRM environment. The role combines hands-on journey execution, stakeholder coordination, process management, reporting and continuous improvement.
2. Key Responsibilities
- Own the execution of CRM journeys from defined business requirements through build, approval, launch and monitoring.
- Translate offline-defined journeys, audience criteria and filters into executable CRM journeys and workflows.
- Configure journey workflows, channel routing, eligibility logic, exclusions and other execution rules in Microsoft Dynamics / CRM tooling.
- Follow up proactively on all dependencies and approvals across the CRM execution process, ensuring actions are completed on time.
- Work closely with the team to identify and shape new CRM use cases based on customer events, target segments and commercial objectives.
- Build a strong understanding of retail banking products, including savings, personal loans, auto loans, mortgages and remittances, and how CRM activity contributes to revenue, customer engagement and profitability.
- Take accountability for the operational CRM trigger / automation tracker and improve the existing legacy Excel-based setup.
- Maintain clear reporting on journey status, delivery, conversion, errors, performance and key operational KPIs.
- Develop and maintain performance dashboards and management reporting to provide transparency on CRM activity and outcomes.
- Support final journey checks covering content, audience, controls, exclusions and readiness before launch.
- Monitor live journeys and identify execution issues, errors or performance concerns; coordinate resolution with relevant teams.
- Support optimization of targeting, timing, content, offers and journey logic based on performance results, in partnership with the analytics / optimization team.
- Act as the day-to-day accountable owner for CRM journey execution, ensuring initiatives do not stall between ideation and go-live.
3. Minimum Requirements
- 7+ years of relevant experience in CRM, customer lifecycle management, marketing automation, campaign execution or digital engagement, preferably in retail banking.
- Hands-on experience building and executing CRM journeys in Microsoft Dynamics 365 / Microsoft CRM or a comparable enterprise CRM / marketing automation platform.
- Strong understanding of journey orchestration, audience segmentation, eligibility rules, filters, exclusions, triggers, channel routing and workflow configuration.
- Practical understanding of retail banking products and customer journeys; experience with savings, personal loans, auto loans, mortgages and/or remittances is strongly preferred.
- Ability to independently manage execution from business requirement through CRM build and go-live.
- Strong stakeholder management and follow-up skills across multiple teams and dependencies.
- Strong Excel skills, including ability to structure, clean up and improve complex operational trackers and build management reporting.
- Comfortable working with data, performance metrics and dashboards; able to interpret results and translate them into execution actions.
- Strong attention to detail, ownership mindset and ability to manage multiple CRM initiatives simultaneously.
- Able to operate independently in a complex, multi-stakeholder banking environment and proactively identify what needs to happen next.
6. Preferred Experience
- Experience with large regional / international banks.
- Experience with Microsoft Dynamics / MCD or similar CRM platforms, including production journey go-live.
- Experience in CRM automation, trigger-based marketing, lifecycle campaigns or next-best-action environments.
- Experience working with retail banking commercial objectives and understanding how CRM initiatives contribute to top-line and bottom-line impact.
- Experience partnering with analytics teams on campaign performance, optimization and test-and-learn.
- Experience managing CRM operating trackers, dashboards and governance processes.
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