As part of our Charles & Keith (Singapore) Customer Experience Team, the CRM Associate/ Executive will support the CRM Manager in the realization of organisation’s total CRM strategy and be responsible for the implementation of programs and processes to analyse Customer needs, drive sales and create an overall positive Customer Experience.
Job Responsibilities
- Manage and conceptualize marketing campaigns via new and existing channels to create, build and maintain strong customer loyalty and relationships
- Ensure consistent and optimum utilization of marketing channels, loyalty programs and campaigns to create, build and maintain strong customers
- Drive initiatives to engage customers across all communications channels
- Responsible for segmentation and profiling of customer database to support end-to-end campaign execution, from requirement gatherings, extractions, executions, communications and report tracking of campaign performance
- Responsible for the improvement and optimization of CRM transactional communications
- Lead an efficient and structured processes to maintain a high level data hygiene within the CRM database and communications infrastructure
- Create targeted content for all CRM platforms and channels
- Provide data support for reporting, ad-hoc analysis or studies, and projects
- Perform timely insights and analytical support to assess the effectiveness of the various CRM channels and develop key insights into consumer trends
- Transform customer data into actionable insights to drive intelligent customer engagement
- Work effectively to drive the continuous engagement of the CRM team with internal stakeholders to maintain and develop robust backend systems
- Maintain regular communication with vendors, retail partners, business intelligence and other data-related teams to manage CRM tools
- Ensure processes are in place to maintain the relevance of CRM communications to the customer and all campaign materials complies with established standards and are designed and built according to business and technical requirements
- Assist in the optimization of other CRM functions to broaden the utilization of technology and data to maximize impact on the customer
- Develop plans for system deployment, implementation and schedule based on requirements
- Perform any ad-hoc duties or responsibilities assigned
Requirement
- At least a Degree in Computer Science/ Business Management/ Business IT or Related field
- Preferable with at least 2 years’ experience in fashion/ retail industry and/or E-Commerce industry
- Good time management skills and the ability in managing multiple priorities are critical
- Able to manage multiple projects within the scope of work and stay on task
- Strong business and commercial acumen with proven track record of driving exponential sales growth through the effective management of CRM analysis, channels and platforms
- Experience in data mining and managing SDLC projects analysis
- Hands-on experience in implementing marketing campaigns
- Data driven with strong analytical and project management skills
- Strong experience in leading information gathering and brainstorming sessions for storyboarding and business requirements definition
- Proactive in conducting analysis and translating findings into commercial actions and success
- Possess flair in interpreting customer business needs and translating them into application and operational requirements
- Proficiency in MS Excel (Pivot Table, Vlookup) is essential
- Basic understanding of Salesforce Marketing Cloud will be advantageous
- Hands on experience in BI tools (Qilkview, Tableau), databases SQL and Enterprise feedback management software platform
- Able to work well under pressure with minimal supervision
- Team Player with positive learning attitude
- Pleasant disposition with excellent interpersonal skills