Digital CRM Manager Nordics

Placering
Stockholm

Join us to deliver a smoke- free future as Digital CRM Manager Nordics!

We’ve chosen to do something incredible. We’re totally transforming our business and building our future on one clear purpose – to deliver a smoke-free future. Swedish Match is an affiliate of PMI and have been a leader in the industry for more than 200 years.

In the Nordic region, we are 1,600 employees based in Sweden, Denmark, Finland and Norway working in various functions and teams and together we are collaborating to deliver a smoke-free Nordics.

Role summary:

You will play a pivotal role in shaping the customer journey, driving multi-category campaigns, and delivering exceptional brand engagement. This dynamic role focuses on designing and driving innovative CRM strategies that span the entire customer lifecycle. From tactical campaigns to Next Best Action (NBA) initiatives, you will champion a data-driven approach to elevate campaign performance across all digital channels. You will take ownership of creating, prioritizing, and implementing impactful CRM strategies, unlocking opportunities to engage customers in new and meaningful ways, making a tangible impact on brand loyalty and growth.

If you’re passionate about driving results, shaping digital experiences, and leading CRM excellence in a fast-paced, Nordic-focused environment, this is your opportunity to make a difference!

Main accountabilities:

• Build, develop, and optimize multi-category CRM campaigns across the customer journey, ranging from brand-building content to tactical and ad-hoc campaigns, including NBA initiatives.
• Lead the creation, prioritization, and execution of CRM strategies and initiatives roadmap, ensuring alignment across digital CRM channels. Continuously refine CRM strategies based on performance data and emerging trends to drive engagement and achieve business targets.
• Establish and maintain reporting on key program and campaign KPIs, providing insights to stakeholders and management. Analyse ongoing campaigns, translating data into actionable improvements to enhance engagement and optimize CRM strategy. Regularly monitor execution performance, adjusting to ensure campaigns meet high-quality standards and objectives.
• Identify CRM insights and trends to guide omnichannel CRM programs, driving continuous improvement and the launch of ad-hoc campaigns that align with business goals. Use data-driven insights to recommend improvements and ensure campaigns resonate with target audiences.
• Develop audience management and segmentation strategies, using data analytics to enhance targeted marketing activities. Design user journeys, including strategies for personalization to engage specific audience segments. Ensure content is tailored and relevant for each audience group.
• Work closely with internal content and creative teams to devise and deliver engaging content strategies. Ensure cohesive and compelling experiences across CRM channels.
• Collaborate with relevant departments to implement effective CRM workstreams, ensuring that all aspects of the strategy are implemented efficiently.
• Develop and mentor team members, ensuring their growth aligns with the company’s vision and strategic goals. Provide regular feedback, support individual development plans, and create opportunities for learning and professional growth within the CRM team.
• Uphold PM policies and procedures, ensuring strict adherence across all CRM activities. Maintain awareness of safety and security protocols, promoting a culture of compliance.

Qualifications & Skills:

• Bachelor’s degree in Marketing, Business, Communication, or a related field.

• 7+ years of experience in CRM management, digital marketing, or a related role, with a proven track record of leading CRM strategies, performance analysis, customers segmentation, lifecycle marketing and personalization techniques.

• Proficiency in CRM software and tools (e.g., Salesforce, HubSpot, Microsoft Dynamics), including experience with automated marketing solutions and handling complex multi-channel campaigns.

• Strong analytical skills with the ability to review, interpret, and optimize digital campaign performance.

• Project management expertise, with the ability to oversee multiple projects and initiatives simultaneously, ensuring timely and effective execution.

• Strong leadership and team development skills, capable of mentoring and guiding team members while encouraging a collaborative and high-performance culture.

• Excellent verbal and written communication skills to create engaging content and effectively communicate with internal collaborator and external partners.

• Proficiency in English; additional language skills (such as Nordic languages) are a plus.

What we offer:

Our success depends on the dedicated people who come to work every single day with a sense of purpose and an appetite for progress. Join us at Swedish Match and you too can:

• Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore.

• Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong.

• Enjoy flexibility of hybrid way of working - split your time between working from our office or the comfort of your home, where it works best for you in line with business needs.

• Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress.

• Take pride in delivering our promise to society: to deliver a smoke-free future.

#SWMA