Manager, Crm & Loyalty

Singapore, Singapore

Job Description

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Position


Manager, CRM & Loyalty

Profile


Responsibilities

  • Build the 360\xc2\xb0 CRM action plan (offers, sequence of communications, targeting, channels of contact) to achieve customer retention and loyalty KPIs. Use data analytics and Test & Learn methodology (A/B testing) to optimize targeting and campaign performance (offers, sequence of communications, segmentation targeting, and channels of contact).

  • Analyze and understand customers\xe2\x80\x99 behavior and partner with other functions such as Ecommerce, PR & Social Media, Animation & Brand Planning, and Brick & Mortar teams to develop and execute integrated CRM action plans

  • Manage all CRM programs, campaigns and the budget of CRM and loyalty activities.

  • Ideate and manage member acquisition and retention campaigns including campaign design, communication and
measurement of objectives, costs, external vendors management. tools & technology, data and process initiatives to improve our ability to understand and engage the customer.

  • Define customer loyalty strategies on an ongoing basis to consistently increase engagement and
maximize customer lifetime value (multi- channels, personalization, Gold member\xe2\x80\x99s exclusive offers, loyalty events)

  • Ensure that there is a steady supply of attractive rewards for the Sephora Beauty Pass Program, gifts and product samples in the pipeline through coordination with the supporting functions.

  • Execute post-mortem analysis on commercial campaigns, member campaigns, and rewards traction in order to determine success of campaigns and initiatives.

  • Collaborate with partners in order to drive recruitment and retainment goals for country, including bank partners and Buy Now Pay Later payment partners.

  • Train & motivate stores in partnership with the store team, to meet goals and maintain a high level of
quality in terms of customer\xe2\x80\x99s relationship including retention, reactivation and new customer recruitment.

  • Be accountable to deliver insights and CRM KPIs for the country to the country team and regional teams.

Required Skills:
  • SQL and relational database proficiency
  • Strong commercial acumen, preferably with retail and e-commerce experience
  • Ability to communicate complex ideas with clarity for stakeholders at all levels
  • Strong presentation and consulting skills
  • Working knowledge of digital marketing technologies
  • Salesforce Marketing Cloud experience an advantage
Personal Attributes:
  • Enthusiastic, keen to learn, with a passion for self-development
  • Problem solving skills + creativity
  • Enjoys working with others and getting stuck in across a range of projects & challenges
  • Good sense of humor and ability to stay calm in a storm

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Job Detail

  • Job Id
    JD1309653
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Singapore, Singapore
  • Education
    Not mentioned