Best Buy’s CRM Strategy Personalization team plays a pivotal role in driving the strategy and execution of personalized 1:1 email, text, push & direct mail communications that drive traffic, awareness, and sales for Best Buy. Best Buy sends billions of communications each year in support of weekly promotions & sales events, new product launches, behavioral triggers, & operational/fulfilment and membership events. With more ways than ever to communicate with customers & a more crowded digital landscape, the importance of contact strategy across messaging vehicles and using data to drive relevancy & clarity are critical to helping Best Buy stand out from the crowd.
The CRM Paid Membership & Subscriptions Manager supports the development and execution of the CRM communication strategy for paid membership & subscription acquisition, engagement, retention & transactional communications; creating communication strategies that drive awareness during Best Buy Service’s drive-times and for strategic growth initiatives.
Ideal candidate:
Has a passion for creating data-driven and customer-focused communication strategies.
Is intellectually curious, possesses strong critical-thinking, analytical, & operational skills with attention to detail.
Is customer obsessed & approaches communication & customer experiences with a customer-first lens in terms of content and contact strategy
Has a strong grasp of CRM vehicles & best practices & seeks to learn & keep up with the latest industry communication & messaging trends.
Enjoys developing segmentation & testing strategies that drive short- & long-term growth to both new & existing CRM streams.
Has great communication skills & enjoys working cross-functionally with internal & external partners to increase both the quality & quantity of data to maximize our communication effectiveness & efficiency.
Key Responsibilities:
Primary responsibilities include supporting the creation and execution of communication contact, content, personalization & creative development strategies. The ideal candidate will have a demonstrated ability to work with groups from all parts of a company to influence & inspire without authority, while effectively managing multiple hands-on projects & optimizing current strategies.
Most importantly, the ideal candidate thrives in a fast-paced environment, seeks challenges & has a deep passion for identifying & integrating emerging opportunities across multiple digital vehicles & customer messaging touch points.
1) Support the definition, development & delivery of CRM strategies that are customer-focused, operationally sustainable & have measurable incremental ROI for Membership & Subscriptions
2) Act as a core CRM business expert for Paid Membership & Subscriptions on cross-functional projects and campaigns
3) Participate in strategic planning and design sessions, understand overall business implications
4) Listen &manage different points of view
5) Develop comprehensive test plans to optimize CRM and business KPIs
6) Analyze, derive insights & socialize CRM KPIs to business partners drive growth of Paid Membership & Subscriptions
8) Cross-functional project management
9) Team leadership & professional development
Basic requirements:
8 years of digital marketing or marketing related experience (Including advanced education)
4 or more years of people or resource leadership exp (indirect/direct)
Bachelor's degree (liberal arts/business/or related) or equivalent industry experience
Qualifications:
Understanding & mastery of CRM best-practices
Comfort & aptitude for understanding data sources, flows & impact on conditional data logic
Effective management of cross-functional projects
Extensive experience with A:B & multivariate testing in digital marketing communications
Proficient technical skills (e.g., MS Office, analytical tools & Miro)
Knowledge & skills utilizing tools & technology may be required
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