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| Head of CRM | | | Ref. Number: | CRM11443 | | |
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| Personal Information |
| Personal Profile: | · International Banking CRM & Marketing Director (Sweden, Denmark, Korea, Germany) with 14 years of experience in B2C and B2B sales and customer centricity
· Highly result focused and competitive combined with a high level of integrity
· Excellent communication skills externally and with all levels of the internal organisation
· Analytical mindset with customer insight leadership experience
· People development focused with experience of leading up to 100 people direct/indirect
· Highly international with language, cultural and behavioural differences as special interest
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| Education: | Bachelor Degree |
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| Date of Availability: | 2 months notice |
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| Current Position |
| Current Job Title: | Head of CRM |
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| Current Salary: | >100,000 $ |
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| Preferred Position |
| Preferred Job: | Director/VP CRM/Marketing |
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| Preferred Location: | USA, APAC, UAE |
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| Preferred Salary: | >100,000 $ |
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| Education | · Bachelor Degree in Business Administration and Computer Sciences, University of Lund – Sweden 06/1994
· 6Sigma Master Black Belt certified 2001
· High School Dipl., Cleveland OH USA
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| Working Experience | Career History
· 07/2007 - CRM Director GE Money Bank Germany
· 06/2005 - 07/2007 Dep. Head of Marketing GE Money BankJV S. Korea
· 08/2000 - 06/2005 CRM & Insurance Director GE Money Bank Denmark
· 01/1999 - 08/2000 Quality Director GE Money Bank Sweden
· 05/1997 – 12/1998 Direct Marketing Mgr. GE Money Bank Sweden
· 06/1996 - 05/1997 Product Mgr. Telia Telecom Sweden
· 06/1994 - 06/1996 Trainee Resurs Finance Sweden
Experience / Specialisms
· Extensive experience in CRM process design and infrastructure including campaign management systems, direct marketing, advanced analytics, Single customer View and call centre leadership
· Experience managing large P&L responsibilities up to $20MM in cost and $4Bn+ in sales
· 11 years of leadership with General Electric and its very high customer centricity standards, including 6Sigma and Net Promoter Score
· Very strong track record in all aspects of Consumer unsecured and secured lending including: Credit Card development and usage, Channel management B2C/B2B, Product Development and Mgmt., Sales, Analytics, Risk Mgmt, Process Mgmt., and P-Loans
· Strategic planning and Project Mgmt.
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| Other Skills | Achievements
· CRM Director GE Germany (from July 2007)
o Responsible for existing customer sales over all channels (100 branches, Auto Dealer Channel, Direct Sales and Internet)
o Increased sales to existing customers with 25% over last year
o Leading new CRM infrastructure project to boost all channel sales
o Developed and Launched sales of 2 insurance products
o Introduced and am leading the GE Customer Experience Council
· Dep. Head of Marketing in the GE/Hyundai Card Joint Venture in Korea (5MM CIF) - lead a team of 14 CRM professionals and an outbound call centre team of 80 people and increased sales volume from $300MM per month to $420MM per month. Introduced NPS
· CRM & Insurance director of GE Denmark – Launched revolving Master Card - implemented life cycle processes and infrastructure to automate and optimise customer offers resulting in sales increase from $25MM per year to $120MM per year
· Quality Director in GE Sweden – Implemented 6Sigma projects, processes and dashboards raising efficiency of inbound call centre twofold. Master Blackbelt certified.
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