Job Description

About the Role

This position is acting as a CRM Analyst, and the incumbent is responsible for the development, execution, and continuous refinement of multi-channel Consumer Relations (CRM - Omnichannel) and the development of programs, roadmaps, and Consumer Relations strategies.

In the immediate timeframe, the key objective of this role is to support and collaborate with our existing CRM Specialist in the deployment and refinement of our new CRM system.

In addition to the above, working with the Nurturing Team and the 1A1P (1 App, 1 Portal) Team to develop loyalty and retention marketing strategies.

Roles And Responsibilities

1. Deployment & Refinement of new CRM system

Collaborate with internal business users of the CRM system to ensure their requirements are understood and translated to our internal CRM vendors and Tech.

Assist in solving ongoing issues or refinements needed by trouble-shooting together with the business users, then bringing these to our vendors/Tech for action to be taken.

Work with Tech and oversee progress of CRM vendors to manage CRM systems and data warehousing.

Find alternative solutions to complement or enhance existing CRM solution.

Manage delivery timelines, and issues resolution.

2. Guidance on strategic usage of CRM

Collaborate with our internal Customer Nurturing team to manage consumer relations protocols and CRM segmentation. (Everything that flows into the CRM systems either from our internal One data system to External platforms - e.g. DPP, etc.)

Be the contact point / person to our Customer Nurturing team and other CRM business users - guide them on using the CRM system, ensure users understand its functionality and maximise it to deliver results and ROI.

Ensure our communications channels are delivering value - across SMS, emails, WhatsApp, and Push Notification. Test and report back on effectiveness of these channels.

Play an active role in the formation of ongoing CRM strategies as well as the weekly / monthly / annual calendars that enable continuous and consistent testing, learning, and optimization to maximize consumers\' lifetime value. Coordinate with the Customer Nurturing team and other business users on developing these calendars.

Oversee and coordinate the implementation of new CRM campaign management tools.

Minimum Job Requirements

A recognised Bachelor Degree in Business Administration, Economics, Marketing or any related field of study.

At least 1-2 years of relevant experience in CRM marketing or management in a fast-paced and highly competitive setting.

Cross-functional collaboration, good communication skills, project managerial skills, creative skills, and a process-focused aptitude that will enable the CRM Manager to effectively execute multiple responsibilities and deliverables.

Experience in the development of corporate-level CRM programs and campaigns, segmentation, campaign management, database marketing.

Proficiency in Microsoft Office, Excel and PowerPoint.

Excellent oral & written communication skills. Numeric skills is essential.

Possess interpersonal skills and a positive attitude to deliver results in a fast-paced environment.

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