Job Description

We are hiring! Changi Airport Group is looking for a dynamic marketing manager to drive growth for Changi Rewards, the travel and retail loyalty program of Changi Airport. As part of the Rewards Marketing team, you will play a pivotal role in driving customer acquisition and visits, increasing customer engagement and spend. To excel in this role, you need to be passionate about customer-centric interactions between customers and Changi, with the aspiration to uncover new growth opportunities. If you are excited about developing a best-in-class travel and retail loyalty program like us, join us!

Key Responsibilities

• Develop in-depth understanding of our members through data analysis and transform data insights into action plans to improve business performance.
• Focus on customer segmentations, customer journeys and customer lifecycle management, and leverage on marketing automation tools to carry out customer lifecycle marketing.
• Devise strategies and plans to convert inactive members to active members through online and offline engagements.
• Oversee Changi Rewards marketing calendar and implement Rewards campaigns and signature initiatives such as Members Day to drive conversion and loyalty.
• Lead and organise Rewards exclusive events to drive footfall, sales and unique customer experiences, managing end-to-end from conceptualisation, planning and execution to post-event analysis.
• Collaborate with stakeholders and partners to implement data-led marketing experiments and initiatives to spur spend and engagement amongst our members.
• Drive effective and personalised digital engagement with members via various communication channels such as eDM, website, in-app notifications and other onsite or digital touchpoints.
• Analyze and track loyalty marketing performance, dashboard reporting, optimize marketing ROI and provide recommendations to drive growth.
• Orchestrate new businesses and partnerships to drive alternative revenue for Changi Rewards. Experience with B2B pitching, and new lead generation is a plus.
• Provide business requirements to Product Development team to translate business needs for development of new features.
• Adopt best CRM practices and innovations, and develop best-in-class loyalty program to both travellers and non-travellers through a suite of offerings and unique experiences.

• Brand Heath Index
• Customer acquisitions/visits
• Digital Engagement metrics
• Spend per member
• Penetration rate for active members
• New revenue

• Good degree with 8-10 years of experience in loyalty marketing or digital marketing
• Demonstrated success in customer relationship management or customer lifecycle management, from acquisition, engagement, conversion to retention. New revenue generation will be a strong plus.
• Data-driven with strong analytical skills and business acumen, with keen interest to transform insights into growth opportunities.
• Experience in hyper-personalisation campaigns across different customer segments and journeys through different channels.
• Innovative, independent and self-driven individual who is a team player and agile to changes.
• Ability to manage multiple stakeholders and partners, cross-collaborate and multi-task.
• Excellent communications with both creative and analytical mindset.
• Advanced in MS Office (Excel and Powerpoint), experience in Business Intelligence tools (eg Microstrategy, Tableau, Power BI, Google Analytics) and customer engagement platforms (eg Braze, Session M, Adobe Experience Cloud) highly desirable.

Changi Airport Group