**CRM Manager,** this position is for Abbott Nutrition, the commercial offices is located in City Place, Santa Ana, Costa Rica.
**About Abbott**
Abbott is a global healthcare leader, creating breakthrough science to improve people's health.
We're always looking towards the future, anticipating changes in medical science and technology.
**Working at Abbott**
At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life.
You will have access to:
- Career development with an international company where you can grow the career you dream of.
- A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
- A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.
**The Opportunity**
This position works out of our location **Santa Ana, Costa Rica **in the Nutrition Division.
Our nutrition business develops science-based nutrition products for people of all ages, from helping babies and children grow, to keeping adult bodies strong and active.
Millions of people around the world count on our leading brands - including Similac®, PediaSure®, Pedialyte®, Ensure®, Glucerna® and ZonePerfect® - to help get the nutrients they need to live their healthiest life.
**What You'll Do**
- Support Customer Journey mapping by analyzing touch points with the organization and maximizing loyalty opportunities.
- Lead the workload with business and technology stakeholders, service providers and agencies to gather functional and technical requirements and optimize day-to-day operations; ensuring data meets functional requirements, system compliance and interface specifications working closely with IT.
- Lead the consumer analytics and behavioral reporting and is accountable for the development of best-in-class consumer professional segmentation and targeting strategies based on purchase history, consumer type, consumer behavior, health conditions & demographics to deliver advanced, personalized consumer experiences in digital media channels.
Lead ongoing CRM strategies as well as the annual Brand Experience calendars that enable continuous and consistent testing, learning, and optimization to maximize consumers' lifetime value and loyalty, supporting the development on-brand direct response oriented cross-channel creative executions.
- Manages the business customer relations protocols, the refinement, CRM segmentation, onsite personalization, and product recommendation programs and platforms, managing key data vendor relationships and databases formulating strategies, strategy execution, asset delivery management and testing of direct communication among other multichannel communications.
- Responsible for overseeing the creation of models against lifetime value, retention, churn, loyalty and advocacy programs.
- Lead initiative to gather consumer and professionals´ feedback and to ensure the business' consumer relations programs with external agencies and suppliers to ensure the successful delivery of the CRM.
- Report on KPIs through dashboard creation and internal communication of results and insights Maintain and document policies, procedures and standards related to database marketing and activity tracking.
Conducts post-campaign analytics for the purpose of realizing recommendations for future CRM campaigns.
**Required Qualifications**
- University Degree in Business Administration, Marketing, Industrial Engineer or related.
(Graduated).
- 3+ years of experience in digital marketing related roles, preferred 1 year managing complex CRM implementation plans.
- Experience working with workflows, database segmentation, and retention strategies.
- Understand and have experience in planning, modeling, segmentation, targeting, execution, and analysis of CRM campaigns including quantifying direct impact on sales.
- Experience working in Direct-to-Consumer, data-driven environments.
- Proficiency using marketing automation tools including Salesforce Marketing Cloud, comparable multi-channel management systems to implement user journeys.
- Knowledge of Central American market dynamics.
- Advanced English level.
Travel: 30%
Fieldwork: 20%
**Optional**:
- E-commerce experience within healthcare and/or CPG experience a plus.
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life.
Abbott is an Equal Opportunity Employer, committed to employee diversity.