Job Description

COMPANY DESCRIPTION
As Singapore’s leading supermarket retail player and a household name close to all, we have grown with you over the years. It is now your turn to grow an exciting new career and fulfil your aspirations with us. Join us as we embark on a journey to make lives better for our customers, community, environment and employees. At NTUC FairPrice, we offer you more than just a job. We are committed in giving our employees a rewarding career through comprehensive development opportunities. We promise a wonderful workplace culture with ample opportunities for growth at different levels of your career. Every of our 10,000 employees across Singapore is important. If the prospect of working in an organization at the forefront of retail technology and innovation excites you, look no further. Grow your career with us today and make a difference. .
DESIGNATION : Assistant Manager, Customer Loyalty

RESPONSIBILITIES
You will lead the CRM section of the Channel Marketing Division to run the Customer Loyalty programs across FairPrice Retail Business for FairPrice Group with supervision from the Head of Grocery Channel Marketing. You are responsible for driving acquisition and engagement for Plus! Card and Just Wine Club (JWC) members to drive store traffic, increase engagement, and basket spend and reduce churn in the digital and offline channels. The successful candidate will be responsible for driving the Customer Loyalty agenda as well as the day-to-day management of the loyalty programme, driving best-in-class member’s engagement and creation of a seamless omni-channel experience. You should have experience in CRM as well as running marketing campaigns and working with creative and media agencies to deploy the marketing campaigns. You will also support the Head of Grocery Channel Marketing in rolling out key Strategic Initiatives across the FairPrice business. This is an assistant manager role with direct reports and will work across teams to drive specific business requirements. You will be expected to:

• Develop, plan and execute integrated CRM marketing campaigns to grow membership base, drive footfall and encourage spend. This includes end-to-end campaign management from conceptualisation of marketing campaigns, production of communication materials to handling of promotions and activities.
• Leverage on customer data from various sources to draw insights, identify new opportunities, design and build marketing strategies
• Set up campaign performance matrix and conduct in-depth post campaign analysis including assessment of overall effectiveness, key insights, findings and recommendations.
• Curate exclusive activities and deliver unique experiences to increase members’ engagement and encourage repeat visits.
• Drive effective engagement with members via communication channels such as eDM, website, in-app notification and other digital touchpoints, exclusive members events, gamification and any other value-added services or new initiatives.
• Develop and pursue micro-segments or tribes and create personalised campaigns and craft messaging based on these micro-segments.
• Carry out, reiterate, refine and review marketing experiments with speed and agility for quick wins and scaling of successful trials.
• Devise marketing strategies to re-engage dormant members, reduce churn and retain active members.
• Map out customer journey plans and leverage on marketing automation tools for customer lifecycle marketing.
• Collaborate and synergise with internal and external stakeholders to drive new initiatives to meet business objectives.
• Provide regular updates of programme performance to management.
• Keep track of campaigns’ marketing expenses and ensure efficient use of marketing budget against KPIs.
• Keep abreast of latest marketing trends and competitions, and recommend ways for improvement.
• Work closely with internal departments, creative/ media agencies and external vendors on the creation of marketing deliverables.
• Work closely with internal cross-functional teams such as Link, Segment Marketing, Channel Marketing and Customer Analytics to ensure all stakeholders’ requirements are accounted for.
• Responsible for managing the Loyalty Marketing budget
• Drive Strategic Initiatives which can include diverse projects such as developing and managing Research initiatives and leading its implementation across the business, develop new Customer Loyalty products, Retail Format launches etc.

QUALIFICATIONS

• Good degree with a minimum 6 years of experience in digital marketing or CRM preferably in the retail industry.
• At least 3 years experience working with creative and media agencies in conceptualizing and running campaigns.
• Good knowledge of SAP/ Redshift/ Salesforce or other CRM solutions will be advantageous.
• Knowledge of GA will be advantageous.
• Able to work independently and a good team player.
• Possess both a creative and analytical mind.
• Ability to manage multiple stakeholders, cross-collaborate and multi-task.
• Have an eye for detail.
• Passionate about customer service and customer excellence.
• Self-motivated, pro-active and able to work under pressure.
• Excellent written and interpersonal skills
• Thrive in a fast-paced and dynamic environment with various business unit stakeholders
• Ability to navigate well in ambiguity
• Possible strong creative-thinking and problem solving skills.
• Willingness to be hands on and go to stores and seek improvements to execution of campaign initiatives.

OTHER INFORMATION
Working Location: NTUC FairPrice Hub, 1 Joo Koon Circle