Western Union Senior Manager, CEM– Go-To-Market Strategy in Vilnius, Lithuania

Job Title: Senior Manager, CEM– Go-To-Market Strategy

Requisition #: 1801969

Does working for one of the world's leading providers of money transfer services sound exciting to you? Would you like to be part of a fun and vibrant team that drives global direct customer engagement for Western Union customers around the world?

We’re seeking a Senior Manager, CEM – Go-To-Market Strategy for our Vilnius office. The individual in this position will develop the strategy and drive the execution of Western Union’s EU &CIS based CEM and Go-To-Market activities, including CRM and membership across all 37 countries in the EU & CIS. They will work closely with other EU & CIS regional partners, global and regional marketers to evangelize the membership and direct-to-consumer message, and to further the WU brand. The responsibilities of the role will include tailoring the CEM value proposition to the needs of the individual market, analyzing, evaluating and sizing market opportunities, identifying risks, building mitigation plans and driving incremental transactions and revenue per customer. This individual will partner with the regional marketing team to manage and deliver on incremental revenue targets, up to and including setting goals, driving programs from planning to execution and performing appropriate analytics on the back end. These programs will touch the consumer across a multitude of tactics, but deep knowledge of a large-scale, sophisticated, customer membership and loyalty program as well as marketing automation software and customer lifecycle journeys will be key to success. In addition, exposure to and knowledge of the digital, social and mobile marketing disciplines will be key elements to success in this position.

Sound interesting? Here are some specifics:

  • Develop strategy and manage dynamic loyalty/membership initiatives for new and existing customers defined by best-in-class programs, for customers across the EU&CIS

  • Build customer engagement & strategic membership plans based on behavioral and transactional data and work with internal and external partners to define program requirements and success metrics.

  • Lead implementation of WU’s EU&CIS membership engagement strategy from onboarding to reward redemptions, leveraging the entire marketing discipline.

  • Proficiency in the marketing automation discipline and expert in journey mapping and campaign planning.

  • Establish and measure KPI’s, test and learn strategies, segmentation strategy and messaging by segment and tactic. Regularly communicate program metrics and business results.

  • Leverage internal creative agency (BarBarShop Vilnius) and internal CRM center of excellence to deliver customer communication creative including email html that follow CRM templates and best practices.

  • Leverage results and learnings to engage customers, boost customer retention and increase share of wallet (SOW) across channels and products in a most efficient way.

What you will need to succeed:

  • Experienced Go-To-Market professional with strong analytical skills and the ability to “read” data and make recommendations for revenue growth and customer engagement

  • Strong relationship skills and proven ability to drive results across multiple cultures and languages

  • Seasoned Membership and loyalty marketer with experience running a large, sophisticated membership program, preferably across multiple countries.

  • Strong strategic thinking and value-prop development skills coupled with proven ability to assess risk and drive incremental TPC and revenue.

  • Strong strategic and analytical skills with the ability to design and implement programs from cradle to grave, including developing appropriate KPI’s and success measurements.

  • Multi-year marketing automation software experience, preferably with the Responsys/Oracle CRM solution, creating strategy, designing journeys and hands on execution of CRM segmentation and strategy

  • Deep and wide expertise across the CRM discipline, with campaign management expertise applying skills across multiple customer segments

  • Experience in developing and editing both written and visual presentations across a range of formats

What will make you stand out:

  • Willing to manage flexible working hours (working both in Denver/MTS time zone, as well as Europe/Vilnius time zones)

  • Strong command of the English language

  • Experience in finding workable solutions versus just taking “no” for an answer

  • Able to build a network and establish strong relationships across a global organization with a diverse group of stakeholders to accomplish key goals

  • Strategic and operational business savvy, with an understanding of WU’s role in the financial industry, competition, levers, opportunities and constraints

What’s in it for you?

  • Ongoing learning and career development opportunities.

  • Ability to be involved in process improvements, initiatives and project work.

  • An interesting multicultural working environment.

  • Ability to collaborate and link across borders with sector and technical experts in all parts of our business supported by cutting edge technology and systems.

  • An attractive base salary depending on skills and experience, along with a comprehensive benefits package.

  • As a member of our team you will be also be involved in our global employee recognition program.

What it’s like here:

Western Union (WU) is a company on the move! We believe that when money moves, better things can happen. From small businesses and global corporations, to families near and far, or NGO’s in the most remote communities on Earth, WU helps people and business move money globally. We have a rich legacy of innovation and are continuing to develop new and more convenient ways for our consumers to send and receive money through digital, mobile and retail channels. We have a combined digital and retail network that spans over 200 countries and territories. Some companies specialize in cash-based retail money transfer and others play only in digital. We are leaders in both!

Being on the Western Union team means being tenacious and goal-oriented. It means taking risks and quickly finding the path to success. It means having integrity and finding ways to make things work. It means thriving as part of a diverse, global team of over 10,000 people who are committed to moving money for better. It means being driven to win, and to do work that makes a difference… on a global stage. Sounds like you? Apply now!

Inclusion and diversity are fundamental to our culture and success. Achieving our common vision depends on people with diverse backgrounds working together. Who knows; your unique point of view could be the key to our next groundbreaking idea. We’d love to explore that possibility!

We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy or related medical conditions), national origin, sexual orientation, gender identity, age, disability, marital status or other protected category.