Job Description

Head of CRM / Senior Manager

Application Deadline: 30 November 2022

Department: Marketing

Employment Type: Full Time

Location: Bangsar South, Malaysia

Description

• Lead efforts to drive and increase engagement; maximize customers' lifetime value and increase repurchase rate
• Oversee direct channels including, but not limited to, email, push, in-app & web product messaging. Improve Open Rate, CTR and Conversion Rate, reduce Unsubscribe Rate.

• Lead efforts to drive and increase engagement; maximize customers' lifetime value and increase repurchase rate.
• Oversee direct channels including, but not limited to, email, push, in-app & web product messaging. Improve Open Rate, CTR and Conversion Rate, reduce Unsubscribe Rate.
• Drive CRM strategies and campaign execution to grow customer lifetime value and drive higher customer experience on various platforms.
• Elevate CRM lifecycle efforts through enhanced targeted segmentation, trigger based communication tests and strategies, as well as promotional strategies in order to improve response and conversion, and maximise marketing ROI.
• Work cross-functionally with our product, creative, performance marketing and content team to create coordinated retention strategies and experiences.
• Strategise nurturing programme to shorten the lead time to first purchase and reduce churn rate from app uninstall and/or unsubscription. The activation channels include social media, email, push, paid ads, in-app/web messaging.
• Leveraging insights, analytics and A/B testing to improve funnel optimization.
• Build and understanding of customer's pre-purchase, purchase and post-purchase journeys by working cross functionally with key data / insights and analytics stakeholders.
• Demonstrate the ability to understand large datasets at multiple levels - customers, product, channel and markets. Provide leadership to the current BI team to extract accurate data that can turn into actionable marketing insights; deliver timely sales data performance reporting.

• 8 - 10 years experience in consumer-focused retention marketing, CRM or e-commerce roles.
• Proven success with developing impactful CRM campaigns to grow activation, retention rate, CLTV.
• Experience in developing strategies through the funnel-customer acquisition and retention.
• Demonstrated ability to use segmentation, A/B testing, customer life cycle and behavioural data to personalise and optimise campaigns and features.
• Experience in managing marketing automation, e.g. Netcore, Salesforce, Oracle, Clever Tap.
• Knowledgeable & familiar with performance marketing platforms, e.g. Google Analytics.
• Able to succeed in a dynamic, fast paced, and entrepreneurial environment.
• Strong logical and analytical abilities with hands-on experience in developing data insight reports.
• Results-oriented with a strong ownership mentality.
• Strong marketing intuition and creativity.
• Sense for details, problem solving and critical thinking mindset.
• Good Communication skills. Excellent written and verbal communication skills.