Description:
The Customer Experience, Senior Specialist (CXSS) is responsible for the creation, design, execution, and deployment of data-driven marketing programs designed to nurture the customer relationship through every stage of the lifecycle, from acquisition to retention, bringing the BASF AP Canada brand narrative to life. The CXSS champions engagement best-practices and BASF customer strategy, ensuring brand and crop campaigns are designed and deployed through a customer-centric mindset – connecting to the right customer, with the right message and at the right time.
As a Customer Experience Senior Specialist - Contract, you create chemistry by...
- Being responsible for the strategic development of customer-centric engagement plans that support the overall Customer Strategy and Go-To-Market approach, driving positive business impact while improving customer engagement and loyalty.
- Designing, building and executing customer engagement plans for target customer segments in Canada (grower, retail and influencer) to deliver an exceptional customer experience in collaboration with marketing and sales.
- Partnering directly with the Brand and Market Managers to facilitate and execute brand, crop and cross-crop campaign plans, acting as the main point of contact between BASF and agency partners for their respective crops, ensuring campaigns are executed to the right customer, at the right time, and on budget.
- Ensuring that content always aligns with BASF brand standards and platform strategy, acting as the BASF brand advocate with Customer Engagement and Crop/brand campaigns, acting as the main point of contact between BASF and the creative agency to coordinate and execute crop, brand and cross-crop campaigns.
- Establishing engagement KPIs, utilizing feedback and analytics from in market activities, customers, and sales to make improvements to the customer experience increasing customer satisfaction, loyalty, and ROI.
If you have...
- A Bachelor's degree in Agriculture, Marketing, Communications or Business.
- Minimum 8 years' career experience in a Marketing/Communications, Sales or a related field. Minimum 3 years’ experience in the Agriculture industry, working with and understanding grower and retail customers in Canada.
- Project management experience, preferably managing integrated marketing communication campaigns.
- Strong passion for customer relationship marketing and understanding of how brands and customers interact today across multiple channels.
- Knowledge of marketing automation capabilities and digital media including SEM, e-mail, and mobile marketing.
- Experience translating data analysis into actionable marketing recommendations, developing and executing customer engagement and marketing communication campaigns, leveraging industry best practices.
- Strong collaboration and communication skills with ability to foster innovation, embrace and implement change, while working with multiple stakeholders.
- Exceptional communication skills (oral & written).
- Proficient with Microsoft Excel, PowerPoint and Salesforce marketing cloud.