Director, CRM

2 weeks ago

Singapore Klook Full time
Singapore
Full Time

About Klook

Klook is the go-to travel and leisure e-commerce platform for experiences and services anytime, anywhere.

Founded in Hong Kong in 2014 out of passion for discovery, our purpose today is to inspire and enable more moments of JOY.

Even when the COVID-19 pandemic hit, we held on to our conviction and successfully unlocked the domestic travel business. To date, we are already offering over 490,000 activities in over 1,000 destinations. With cross-border travel resuming, we have made it our mission to reshape the world of travel. Isn't this exciting?


It certainly is for our international community of over 1,200 employees, based in over 20 locations globally Joymakers at heart, Klookers are not only curating joyful experiences for others, but also co-creating our world of joy in the Klookiverse.

We are on a journey to foster a strong company culture that supports a high-performing and successful business, and we are guided by our core beliefs - Push boundaries, Ask for and give feedback, Take ownership, and Help each other - in everything we do.

We are excited about building and realizing endless possibilities in the new era of travel. Care to be a part of this revolution?

The role:


Klook is seeking an experienced Director of CRM to oversee and lead the development and execution of strategies that drive customer engagement, retention, and loyalty across all markets and channels.


As the Director of CRM, you will work closely with our marketing, product, and data teams to ensure that Klook delivers an exceptional customer experience that maximizes customer lifetime value.

You will play a critical role in driving Klook's growth by leveraging customer data and insights to develop and execute strategies that deliver an exceptional customer experience.


What you'll do:

Help Klook pivot away from unit economics to user economics

Evangelize the right mental model for Klook customer cycle stages (onboarding
- acquisition
- repeat
- referral) across the business

Devise and articulate an accretive customer retention strategy that does not rely solely on paid channels or incentives

Establish North Star metric(s) to ensure we are heading in the right direction as well as KPIs to quantify tactical progress

Build predictive models for user LTV that is both actionable and testable (through experimentation)

Help Klook make large strategic bets on large-scale loyalty programmes that are win-win for Klook and our customers

Work closely with cross-functional and local market teams to set up a clear roadmap and target for customer engagement, retention, and loyalty

Be super data-driven in assessing opportunities, determining segmentation & targeting, and evaluating the impact

Continually analyze campaign results and customer behavior to optimize strategies, improve customer lifetime value, and increase revenue.

Collaborate with the product team to ensure the CRM and CLM strategies are integrated into the overall product development roadmap, to increase client satisfaction through cohesive strategies, ultimately with the aim to improve segment targeting

Design & learn from experiments to improve the performance of tactical CRM campaigns, use data to optimize and formulate operation plans


Build and manage a team of CRM and CLM professionals, providing mentorship and guidance to ensure the team is driving results and continuously improving.


What you'll need:


10+ years of experience in a product, digital marketing, or strategy role, with a proven track record of driving results and increasing customer lifetime value.

Experience developing and executing CRM and CLM strategies across multiple channels and markets.

Strong communication and collaboration skills, with the ability to work cross-functionally with other teams, including the ability to put together and deliver persuasive presentations to senior management

Project management experience - the ability to juggle multiple work streams, collaborators, and stakeholders

Excellent analytical and problem-solving skills, with the ability to use data to inform decision-making.

Strong data background with a fundamental understanding of statistics - ideally comfortable with SQL to do data exploration and derive insights

Experience in using marketing cloud tool e.g. Salesforce MC, Adobe Campaign, Braze, Iterable, MoEngage etc. is a plus

Experience managing a team and providing mentorship and guidance to ensure team success.

Experience working in the travel industry or e-commerce is a plus.

Proficiency in English and Mandarin, due to the need to work with teams in China.

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds.

We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive.

We're dedicated to creating a welcoming and supportive culture where everyone belongs.

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