CRM & Customer Experience Lead
About this position
Responsibilities
• Define and drive the CRM, Customer experience and Loyalty strategies & roadmap for Luxury brands
• Define and drive the omni-channel consumer journey for the luxury customer experiences and driving the customer lifetime value
• Initiate new CRM & Data pilot use cases and campaigns for the brands
• Closely collaborate with brand teams, media team, e-commerce teams, retail teams to drive CRM success and achieving the business goals
• Lead and manage the CRM agencies and other external agency partners for CRM activations
• Drive the loyalty and VIP program and activations with the brand teams
• Managing the team of one in preparing for the long-term CRM success including overseeing on consumer touchpoints and digital ecosystems for the best consumer journey, setting the right CRM & data infrastructure
• Collaboration with retailers and platforms for cross CRM activations
• Responsible for managing the CRM budget
• Driving the CRM and Data analysis for business insights and develop plans for activations with the brand teams on regular basis
• Animate and drive the CRM community in the division
• Upskilling internally for latest digital, CRM and data trends and sharing best practices and benchmarking to the division
Requirements
• 5 - 10 years of CRM, Customer Experience, Loyalty experiences. Gaming, Technology and FMCG industries are preferred but not limited to
• Strong interests and passion in latest digital trends & luxury experiences, and driven by consumer insights
• Data background and knowledge will be a plus
• Entrepreneurship mindset and driven for business performance
• Strong analytical skills
• Manage complexity, agile and ability to work under pressure
• Strategic, able to Think out-of-the-box and motivate by challenges and growth mindset
• Good negotiation skills
• Good stakeholders management
• Good command of English both speaking and written