Nordic CRM Director for Danske Bank
Danske Bank is looking for a strategic, data driven and digital strong Nordic CRM Director, who can raise the bar of how Danske Bank thinks, develops and implements their one-to-one activities throughout their digital channels.
About Danske Bank
Danske Bank is a leading Nordic bank with strong local roots and bridges to the rest of the world. For more than 145 years, they have helped people and businesses in the Nordics to realize their ambitions. Danske Bank is headquartered in Copenhagen and has 18.000 employees across 16 countries. It is the largest bank in Denmark with more than 2.7 million customers divided among private, business and large institutional clients. Throughout their 145 years of experience, they continue to strive for delivering competitive financial solutions through the strongest knowledge, skills and technology.
By creating value for their customers, Danske Bank has an ambition to make daily banking and important financial decisions as easy and digital as possible. To fulfil this ambition, Danske Bank is now looking for an experienced and highly ambitious Nordic CRM Director with the knowledge and experience of designing and implementing a novel and state-of-the art Nordic CRM strategy.
As Nordic CRM Director for Danske Bank, you will have the overall responsibility of defining and executing Danske Bank’s Nordic CRM strategy and framework. Your job will be to effectively design the CRM strategy and develop data driven, automated and personal real-time one-to-one activities, targeting Danske Bank’s more than 3.2 million customers. This is to be executed in accordance with Danske Bank’s values along with a team of 60 dedicated and ambitious colleagues, working across digital sales & marketing, analytics, BI and strategic pricing. In this position, you will build and set a small heavy expert team based on the initial CRM strategy, and be part of Danske Bank’s newly established Center of Excellence strategy. There are already five headcounts in DK, and dedicated IT resources in India and Lithuania, which work strategically with CRM, where you as CoE will take it to the next level. This division sets and conducts the principal strategical, conceptual and technical developments, and is a novel initiative that reflects Danske Bank’s desire for a step change in order to drive an aligned approach for future success across markets.
The financial sector is moving in a direction where automation of processes has become an integral part of business development in order to meet and increase the demand for new ingenious problem solutions. Danske Bank has recently and ambitiously invested in the data- and IT structure for the CRM space, and as the new Nordic CRM Director, you will explore and fulfil the full potential of these investments by creating a novel omni-channel experience unlike anything else in the financial sector.Furthermore, the Nordic CRM Director will not only be in charge of the development of the strategic direction and CRM campaigns and initiatives, but also be a key part of securing CRM initiatives and customer experiences and satisfactions on all Danske Bank’s digital channels.With a vast focus on the Nordic market, you will be working with the company’s new one-to-one approach in order to raise digital sales, perform relevant advising, build and increase customer relations and satisfaction and to drive growth through data, personalised and clever one-to-one dialogue. It is therefore of utmost importance that you possess the necessary analytical skills to use data and have a data-driven approach to CRM along with a deep understanding of digital media and multichannel-based customer experience in order to maintain relationships and look at personalization across digital touchpoints.
Hence, with a strong technical understanding, you will be in charge of designing and developing Danske Bank’s technical CRM infrastructure. This includes defining CRM strategies and campaigns based on ongoing interaction with the different Danske Bank local CRM departments and driving the understanding and implementation of how the frontline can implement these initiatives. In order to balance the designed strategies, you will be using and dealing with state of the art systems and software such as SaaS products and newest Sitecore platforms, and with a consulting approach, you will advise, direct and collaborate with colleagues in the development of strategic campaigns.
As Nordic CRM Director, you will work within the newly established Digital Sales Analytics and Pricing department.
Your specific tasks will include:
- Define and scope Danske Bank’s new CRM strategy and framework.
- 1:1 marketing, digital marketing, multichannel-based and personal customer experience (aligned with Danske Bank’s values).
- Developing and evaluation of Nordic CRM campaigns.
- Outline and improve programmes that increases Danske Bank’s customer loyalty.
- Ensure that the CRM roadmap first the overall Danske Bank Business roadmap.
- Responsibility of defining and executing strategies as Danske Bank’s CRM Center of Excellence.
As the ideal candidate, you hold a master’s degree within marketing, communication, digital or a related field. You have minimum 7-8 years of experience from a similar role within complex products with responsibility of CRM activities and customer experiences, as well as experience in working within the cross-field of business and data as the starting point for optimization. You possess strong technical skills, thus know how to work with state of the art software.
Additionally, you have previous experience from a consultancy or advisory position and have very strong and relevant experiences within defining and scoping international CRM-strategies and frameworks for larger clients – preferable within financial service or fin-tech. Along with your professional experience and engagement, you possess convincing communication qualifications of disclosing interesting and important aspects of Danske Bank, and you find it natural to advice and manage teams and customers.
You are a digital native with solid understanding of data and you are experienced within the field of digital marketing. You possess a deep understanding of the ‘new digital CRM space’ and the related activities and tools that surrounds that, and you know how to use it purposefully in a commercial context. You have highly developed written and oral communication skills in English and have experience and deep understanding of the dynamics of working within a large and international company.
As a person, you are result-oriented and determined, and you are passionate in order to develop and implement a best-in-class CRM strategy by keeping up with the latest trends and developments within the CRM field. In addition, you have an analytical mind-set and the ability to efficiently develop and define omni-channel strategy and campaign management. As a credible and open-minded person, you have the ability to manage senior stakeholders in both small and complex international organisations, have the strength to lead goals within all areas of marketing inside an organization, and you know how to convey the rationale to concrete actions. You are driven and comfortable in handling multiple tasks simultaneously and hold the ability to preach, educate and inspire your surroundings.
You thrive in a company with a proud history, and most importantly, you are encouraged to take your next career step at Danske Bank and ready to take on the CRM responsibility for an important part of the organization.
If you would like to know more about the job, please contact Klaus Markholt-Hansen at firstname.lastname@example.org
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