Johanna Rojas

• Troubleshoot and investigate Dynamics CRM issues: Diagnosis, investigation, escalation, and resolution of incoming tickets from end-users. • Business Support and User guidance: Support users with questions related to the business functionality. • Create and modify Dynamics CRM components such as forms, views, workflows, etc. • Develop, configure, and customize the solution according to the client’s specifications and business needs. • Gather customers’ requirements, analyse and translate them into technical/ functional specifications. • Definition of marketing and CRM strategy • Segment the database in D365 CRM. • Define, develop, launch and analyse marketing campaigns. • Follow up and analyse CRM performance. • Fetch data and ad-hoc analysis of customers´ behaviour.

• Collaborate in migrating and implementing Salesforce Marketing Cloud: - Define, review and launch customer journeys and marketing automation based on clusters of customers. - Create audiences and data extensions. - Tag campaign and customer journeys. - Integrate SF Marketing cloud with app and browser notifications platform. • Digitize and redefine Casa del Libro loyalty program. - Redefine and redesign Casa del Libro loyalty program with the CRM Manager, integrating it into the online channel as part of the company's omnichannel strategy. - Coordinate and liaise with the different teams involved in the loyalty program such as IT, Marketing & Communication, Legal & Data Protection, Customer Service and Retail to ensure the proper implementation and operation of the program. - Define, create, follow up and report constantly the loyalty program KPIs. • Define, launch and optimize marketing campaigns - Planning, designing, launching and analyze of campaigns through the different channels: email, app and browser notifications. - Design personalized and dynamic email templates. - Segment the database using SQL queries. - Develop and implement marketing activities focused on increasing the customer database, as well as, frequency of purchase, recurrence of customers (engagement) and ARPU. • Define, qualify and liaise with the IT team to integrate the different databases to have a unique customer perspective. • Design reports and dashboard of CRM performance using tools such as Salesforce Marketing Cloud, Google Analytics, Microstrategy and BIRT. • Collaborate in the implementation of GDPR: Database regularization, design data collection forms compliant with the new regulation. • Manage and solve issues with branches and call center. • Design, launch and analyse results of satisfaction surveys.