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Manager, Customer Relationships and Communication

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Published
December 4, 2018
Location
Grapevine, TX
Category
Blog  
Job Type

Description

SUMMARY

Working independently most of the time, he Manager of Customer Relationships & Communication is responsible for managing the ThinkGeek customer relationship via various channels including, but not limited to, a CRM/Loyalty program, email marketing program, blog, and content creation strategy. The Manager, Customer Relationships & Communication utilizes these channels to drive business results across both ThinkGeek Stores and ThinkGeek.com and is responsible for the implementation of supporting tactics across the organization. He or she is proficient at taking customer insights and using them to develop meaningful programs and communication that engages our customers and drives both sales and customer retention. Must have a strategic vision along with the ability to deliver on monthly and weekly sales goals.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES*

  • Responsible for developing programs and communication that support the ThinkGeek brand strategy
  • Develops customer relationship management plan and associated initiatives to support brand strategy and overall company initiatives
  • Executes key marketing tactics in conjunction with internal team and agency partners
  • Owns key channels including but not limited to the CRM/Loyalty program, email marketing program, and the blog; embodies the ThinkGeek brand and voice in all channels
  • Influences tone and strategy across all content creation
  • Manages key marketing agency/vendor relationships
  • Responsible for program performance against key objectives
  • Develops cross-functional relationships with key internal business partners and external vendors
  • Responsible for the development of quality, innovative and creative ideas
  • Sources, develops, guides, and motivates the talent needed to achieve the position's business objectives
  • Manages internal and external relationships in ways acceptable to others within the organization's respectful workplace expectations
  • Serves as a change agent to ensure that GME's ThinkGeek division innovatively creates and cultivates profitable, sustainable customer loyalty

RELATED COMPETENCIES

  • Building Partnerships - identifies opportunities and takes action to build strategic relationships between one's area and other areas, teams, departments, units or organizations to help achieve business goals
  • Informal Presentation - able to clearly and concisely communicate marketing objectives, strategies, and tactics
  • Innovation - generates innovative solutions to work situations; trying different and novel ways to deal with work problems and opportunities
  • Critical Thinking - formulating workable solutions to complex challenges; logically deliberating on courses of action
  • Passion for Results - tenaciously works to meet or exceed challenging goals, derives satisfaction from continuous improvement

BASIC AND PREFERRED QUALIFICATIONS (EDUCATION and/or EXPERIENCE)

  • Accredited bachelor's degree in Business, Marketing, Advertising, Communications or related field required
  • 3-5 years of marketing experience required with a specific focus on email marketing and / or loyalty program management preferred
  • Experience with Salesforce or other CRM tools preferred

MINIMUM QUALIFICATIONS, JOB SKILLS, ABILITIES

  • Proficient knowledge of marketing, customer relationship management, and consumer trending
  • Proficient knowledge of Microsoft Word, Excel and PowerPoint
  • Proficient project planning skills, including the ability to organize, prioritize and control job responsibilities to meet deadlines accurately in an environment with overlapping and potentially conflicting priorities
  • Ability to communicate effectively with others using written and spoken English including the ability to provide clear, constructive feedback to team members- bilingual (English/Spanish) skills preferred
  • Ability to work cooperatively and collaboratively with others; conducts working relationships in a manner acceptable to others and to the organization
  • Ability to remain effective under pressure; ability to handle stress in a manner that is acceptable to others and to the organization
  • Consistently demonstrates a commitment to GameStop policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities.
  • Ability to craft clear and concise recommendations based on customer insights
  • Proficient conceptual understanding of brand marketing, strategic positioning and consumer insights
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