CRM Operations Manager (PH)

Job Description

Walt Disney Studios Customer Relationship Management (CRM) team is responsible for creating a best in class experience for our most engaged movie fans. We leverage the widely recognized and beloved brands of the Walt Disney Studios to create a direct relationship with our fans, and in turn, to drive business objectives by providing our stakeholders with insights on consumer behavior and preferences. Its primary avenue for meeting these goals is Disney Movie Insiders, the premier engagement platform for all Pixar, Walt Disney Animation, Disney Live Action, Marvel Studios, Star Wars and select Fox releases.
The Project Hire, CRM will support the team in migrating and implementing key operational processes critical to a successful program re-launch.This position will assist the Program Brand and Strategy team in projects focused on customer service, fulfillment, code generation, optical character recognition (OCR) ticket scanning and implementation project management software. They will work closely with the Sr. Coordinator, Customer Experiences and Rewards and report directly to the Senior Manager, Customer Experience & Rewards.
Responsibilities :

• Assist Program Brand and Strategy team in transitioning customer care responsibilities from Alta Resources to Disney GX. Ensure accurate reconciliation of members and business needs to minimize impact on member experience. Key activities include resolution activities and communications across channels (i.e. voice, social), support for promotions and prize fulfillment, fraud identification and mitigation, facilitating bookings for Studio Tours and other experiences, developing effective reporting procedures and helping GX agents interpret historical DMR member data.
• Support Senior Manager, Customer Experience & Rewards in migrating of physical rewards inventory to a new fulfillment provider. Document business requirements and procedures needed to effectively manage inventory across systems. Acts as liaison to GX in implementation new interface enabling care agents to access physical inventory and the status of member shipments.
• Document new processes required for code generation and ingestion from third party provider to CrowdTwist. Support Studio Technology and Disney GX in resolving any business and member issues related to codes. Assist in code testing and setup for new title releases and promotions.
• Work closely with Studio Technology in development of the optical character recognition process for manual ticket submissions. Coordinate with Disney GX in creating procedures for ticket review, points awards and fraud detection.
• Assist Director, Program Brand and Strategy in creating a new project management system for the team. Capture business requirements across key stakeholders in CRM, technology and legal and work closely with project management resources to craft optimal workflows. Facilitate implementation and testing of new workflows in Workfront or a similar project management software.

Basic Qualifications :

• 5+ years relevant work experience in project management, operations, logistics or customer care product marketing, loyalty marketing, e-commerce, sourcing and experiential marketing.
• Ability to independently manage projects with multiple moving parts and milestones.
• Excellent communication, collaboration and planning skills. Demonstrated success working with cross-functional teams both internal and external, to deliver meaningful results on time and on budget.
• Attention to detail with a creative eye. Ability to develop creative solutions and innovations to enhance member success.
• Results-driven with the ability to anticipate needs. Nimble and flexible with regards to changing priorities & business needs.
• Strong presentation skills.
• Technical: Microsoft Word, PowerPoint, Excel, Photoshop, Workfront

Preferred Qualifications:

• Prior experience in entertainment or similar creative industry

Required Education :

• BA/BS Degree or Comparable Work Experience