Singapore - CRM Manager

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Date: 16-Jan-2023

Location: Singapore, 01, SG

Company: Shiseido

MAIN PURPOSE             

The CRM Manager is responsible for development, execution, and continuous refinement of multi-channel Consumer Relations and the development of programs, roadmaps, and Consumer Relation strategies. The CRM Manager focuses on the loyalty and retention marketing strategies.

 

 

KEY RESPONSIBILITIES

 

  • Plays the main role of managing the business’s day-to-day consumer relations protocols and CRM segmentation.
  • Manages and analyzes databases, in formulating strategies, strategy execution, asset deliverable management, as well as the testing of all SMS, emails, among other multi-channel communications.
  • Driving CRM initiatives and overseeing execution of campaigns.
  • Overseeing the creation of models against lifetime value, retention, churn, loyalty, and advocacy programs.
  • Plays an active role in the formation of ongoing CRM strategies as well as the weekly/monthly/annual calendars that enable the continuous and consistent testing, learning, and optimization to maximize consumers’ lifetime value.
  • Structures CRM activities with a view of maximizing KPI improvement, ROI, and business impact.
  • Oversees and coordinates the implementation of new CRM campaign management tools
  • Manage direct communications with consumers and plays a leading role in deciding on the CRM platforms, structures, and architecture to guarantee that consumer relations are carried out seamlessly across the business.
  • Develop strategic CRM strategies to drive maximum ROI
  • Performs consumer Journey Mapping and analyzes business touch-points in order to increase the business’s commercial opportunities.
  • Develop, evaluate, and redesign members’ loyalty program to enhance retention rate
  • Conduct post-campaign analytics for the purpose of realizing recommendations for future CRM campaigns
  • Working with IT and CRM vendor to manage CRM system and data warehousing

 

 

REQUIREMENTS

 

  • The position of CRM Manager demands extensive cross-functional collaboration, good communication skills, excellent project managerial skills, creative skills, and a process-focused aptitude that will enable the CRM Manager to effectively execute multiple responsibilities and deliverables.
  • Degree in any field, majoring in Business is an added advantage.
  • At least 6 years of relevant experience in CRM marketing or management in a fast-paced and highly competitive setting
  • Experience in development of corporate-level CRM programs and campaigns.
  • Demonstrated a substantial knowledge in CRM segmentation, campaign management, direct marketing, offer management, data mining, interactive marketing, database marketing, and email marketing.
  • Possess strong analytical skills coupled with project management and planning skills
  • Proficiency in Microsoft Office, Excel and PowerPoint.  Adobe Photoshop and illustrator is an added advantage.
  • Excellent oral & written communication skills.  Numeric skills is essential
  • Possess outstanding interpersonal skills and a positive attitude to deliver results in a fast-paced environment.
  • Well-groomed, confident, and able to work under pressure will be an added advantage
  • Comfortable in public speech & presentation
  • Experience in a similar capacity within the beauty, and fashion industry is an added advantage.

 


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