CRM Executive – Junior Manager

Role Overview

• The CRM executive is responsible for planning and operating CRM/Loyalty campaigns and executing retention programs.
• The role requires to manage D2C touchpoints (eDM/ LINE or KAKAO ) and contents development , communication calendar, developing and managing various consumer journeys across on/off touchpoints.
• The CRM executive will be constantly looking for ways to better understand consumers’ needs and desires, with the purpose of enhancing relationship between brands and consumers.
• This role works closely with CRM Manager, supports the Head of CRM and teams in Consumer Experience (CX) to deliver the depth of engagement with consumers across all D2C platforms (on/offline) and build stronger path to data acquisition and personalisation.
• Plan, develop and deliver communications to our existing and identified BAT members across categories, different comms channels to improve engagement and contribute to retention and brand affinity target by driving revenue in own digital channels, frequency of purchase, higher NPS and advocacy/referral.
• Lead the operation of loyalty programs and delivery of educational contents pre & post purchase hypercare
• Lead to manage the communication calendar for own digital channels, coordinating multiples teams/functions regarding their consumer interactions, and finding ways to increase the level and effectiveness.
• Support the Head of CRM and CRM Manager to create long-term vision and strategy for CRM that incorporate multi-brands, consumer data and insights
• Analyse and optimise consumer journeys with focus on conversion, retention and brand loyalty enhancement
• Ensure targeted and personalised communications to the right target audience via right channels to increase relevancy and maximise engagement rate.
• Closely work with and manage multiple agencies to manage timeline, deliverables and targets/KPIs and create digital briefs and alignment presentation
• Partner with other digital marketing teams, Channel team, IT stakeholders and relative brands to ensure CRM initiatives are well implemented, leveraging zero party & 3rd party data to deliver integrated business goals
• Support the team on regular cross-functional, cross-market business reviews, program analysis and review, and business case and advocate for new strategic CRM initiatives
• Plan, monitor, optimise budget spending across all programs/campaigns

Requirements

• 3~5 years of experience in digital marketing, E-commerce, and CRM/Loyalty
• Excellent communication and coordination skills with multiple stakeholders
• Able to pitch ideas with good storytelling & right level of details as per audience
• English and Japanese or Korean proficiency is must
• Consumer-centric, Flexible, proactive, agile mind-set and able to work under pressure
• Strong sense of ownership and accountability
• Able to set clear objectives and make strategic decisions with data, facts
• Strong business mindset, able to simulate business impact
• Desirable: Brand and D2C marketing
• Data-analytics and visualization
• Agile project experience
• UX/UI, website operation experience
• Call Center operation and management experience
• Good understanding of D2C channels/platforms

Benefits

• We offer a market leading annual performance bonus (subject to eligibility)
• Our range of benefits varies by country and includes diverse health plans, initiatives for work-life balance, transportation support, and a flexible holiday plan with additional incentives
• You'll have access to online learning platforms and personalized growth programs to nurture your leadership skills
• We prioritise continuous improvement within a transformative environment, preparing for ongoing changes