MAIN PURPOSE 

The CRM Manager is responsible for the end-to-end implementation of all CRM activities for brands, including development, execution, and continuous refinement of the total consumer journey. Their role is to champion the vision of growing consumer loyalty and increasing their lifetime value to the business.   

MAIN ACCOUNTABILITIES: 

CRM Management 

• Lead the planning and delivery of CRM strategies across the brands, driving customer recruitment, retention, and loyalty 

• Plays the main role of managing the business’s day-to-day consumer relations protocols and CRM segmentation 

• Define clear consumer journey, roles of touchpoints and enablers needed to successfully maximize Consumer Lifetime Value (CLV) and ROI 

• Contribute to establishing the objective and performance tracking framework and align with relevant stakeholders 

• Deliver the targets as agreed in planning with clear KPIs under the relevant business context 

• Ensure consistency in brand communication message across touchpoints. 

• Help build CRM capabilities and systems by spearheading regional-led projects and initiatives 

• Work with the Data Privacy Officer to ensure that all CRM activities are compliant to local data privacy laws and regulations 

• Other CRM-related tasks assigned by the Line Manager 

• Enhance local business opportunities through external partnerships 

Reporting & Analysis 

• Performs consumer Journey Mapping and analyses business touchpoints to increase the business’s commercial opportunities 

• Collect information, draw conclusions based on analysis, give advice on optimizing existing business, and proposes plans/ corrective actions for cost optimization 

• Conduct post-campaign analytics for the purpose of realizing recommendations for future CRM campaigns 

• Monitor industry best practices, benchmarks, and competitor insights 

• Stays up to date with trends on CRM and loyalty marketing programs 

OTHER DUTIES AND RESPONSIBILITIES: 

a) Abide by and perform to the best of your abilities all functions, duties and responsibilities to be assigned by the Company in due course; 

b) Comply with the orders and instructions given from time to time by the Company through its authorized representatives; 

c) Perform any other administrative or non-administrative duties as assigned by any representative of the Company from time to time either through direct written order or by oral assignment. 

REQUIREMENTS 

• Tertiary qualifications, preferably in Business, Media, or Marketing-related 

• A minimum of 2 up to 5 years of work experience in Loyalty Marketing and CRM 

• Experience in a similar capacity within the beauty, and fashion industry, or premium or luxury brands is an advantage 

• Demonstrated substantial knowledge in CRM segmentation, campaign management, direct marketing, email marketing, and use of customer management solutions or applications 

• Demonstrated experience databases, analytics programs, and other loyalty marketing platforms 

• Equipped with outstanding analytical skills that can translate data into insights and actionable steps 

• Experience in project management 

• Strong ability to lead and influence others 

• Strong communication skills, both verbal and written