Customer Success Executive (CRM & Loyalty)

As a Customer Success Executive at INTELIQUA, your main responsibilities include planning and executing CRM marketing campaigns across various platforms such as SMS, Viber, and Email. You'll evaluate the results to calculate ROI while addressing customer inquiries and communicating effectively about our services. Additionally, you'll be involved in preparing and analyzing reports, creating HTML email templates, and resolving any issues related to client accounts.

To be eligible for the Customer Success Executive position at INTELIQUA, candidates should possess a BSc in Business, Sales, Marketing, or a related field. A minimum of three years of experience in a similar role is also required. Successful candidates will have excellent communication, organization, and presentation skills, along with a strong understanding of customer success strategies.

A typical workday for a Customer Success Executive at INTELIQUA includes a mix of planning and executing marketing campaigns, responding to customer inquiries, analyzing campaign results, and preparing reports. You will collaborate with various teams and engage with clients to ensure successful implementation of loyalty programs and CRM strategies.

INTELIQUA supports the career development of its Customer Success Executives through continuous training programs, opportunities for professional growth, and exposure to various innovative projects. The company values skill development and encourages employees to enhance their expertise in the ever-evolving digital landscape.

At INTELIQUA, a Customer Success Executive can expect a vibrant and collaborative work environment. The company promotes a hybrid work model that allows for flexibility between office-based work and telecommuting, enabling team members to maintain a work-life balance while still being fully engaged with their colleagues and projects.

When planning a CRM marketing campaign, I would first identify the target audience and their needs. Then, I would set clear objectives for the campaign, choose the best communication channels, and develop engaging content. After execution, I would assess the campaign’s performance based on predefined KPIs and adjust strategies for future campaigns.

In my previous role, I managed a multi-channel marketing campaign that increased customer engagement by 30%. I started by strategizing based on customer data, followed by collaborating with different teams to create a compelling message. Post-campaign, I evaluated results and shared insights with the entire team, which helped refine future strategies.

I rely on various tools like Salesforce for CRM management, along with analytics tools like Google Analytics for tracking campaign performance. Marketing automation platforms like Mailchimp or HubSpot are also essential in managing email campaigns and tracking customer interactions.

When handling negative customer feedback, I approach it with empathy and professionalism. I actively listen to the customer’s concerns, ensure they feel heard, and provide them with clear solutions. I also take the feedback as an opportunity to improve our services and avoid similar issues in the future.

To improve customer loyalty, I would implement personalized communication strategies based on customer preferences and behaviors. Additionally, I would focus on creating value through loyalty programs, and regular engagement via surveys that seek to understand customer needs, ensuring they feel valued and appreciated.

Calculating the ROI of a marketing campaign involves analyzing the campaign's total costs against the revenue generated from it. I would track all marketing expenses, including tools and labor, and compare that with the sales increase or leads captured that can be attributed directly to the campaign. The formula is: (Revenue - Cost) / Cost x 100.

To stay organized while managing multiple client accounts, I rely on project management tools like Trello or Asana to track tasks and deadlines. I prioritize tasks based on urgency and importance, regularly review my progress, and communicate with both clients and team members to ensure alignment.

I believe my strong background in CRM and marketing, combined with my passion for customer success, makes me a great fit for INTELIQUA. I thrive in dynamic environments and enjoy working closely with clients to ensure they achieve their goals while maximizing the potential of CRM strategies.

To assess the success of a hyper-personalized campaign, I would look at engagement metrics such as open rates, click-through rates, and conversion rates. Additionally, I would evaluate customer feedback and overall sales growth attributable to the campaign, measuring how effectively the personalization resonated with our audience.

If a campaign did not meet its goals, I would perform a thorough analysis to understand the reasons behind its underperformance. I would review the targeting, messaging, timing, and channels used. Based on this assessment, I would adjust the strategy and possibly test different approaches to better align with our audience's preferences.