Manager, Global CRM

3 weeks ago

Singapore CASTLERY PRIVATE LIMITED Full time
Roles & Responsibilities

Furniture shopping has always been about filling a room with trending aesthetics. At Castlery, we're making it about creating a space to thrive in and be your best self. We are building a culture of people obsessively passionate about our mission and a place where you will want to show up every single morning and thrive together.

As a Global CRM & Loyalty Manager, you will lead the strategy, execution, and optimization of Castlery's global CRM initiatives to enhance customer engagement, drive retention, and maximize customers' lifetime value. Collaborating with cross-functional teams, you'll deliver impactful campaigns across email, SMS, loyalty programs, and emerging engagement channels. This role is central to shaping the customer experience at Castlery and driving measurable business growth.

CRM Strategy Development:

  • Develop and execute a global CRM strategy aligned with Castlery's business objectives to drive customer retention, engagement, and loyalty
  • Expand CRM approaches to new markets, including Canada and the UK, ensuring relevance to local customer needs
  • Identify opportunities to enhance the customer journey through advanced segmentation, personalization, and automation

Email Marketing & Channel Integration:

  • Oversee the email marketing channel on Klaviyo, managing end-to-end campaign execution, including planning, segmentation, and automation
  • Integrate and scale additional customer engagement channels such as SMS to enhance multi-channel experiences

Loyalty Program Management:

  • Own, manage and scale the The Castlery Club Loyalty Program to improve customer retention and advocacy, using data to drive ongoing enhancements
  • Collaborate with product and tech teams to ensure a seamless and engaging loyalty experience across all touchpoints
  • Monitor performance metrics and identify opportunities to deliver greater value to loyalty members

Data-Driven Campaign Optimization:

  • Leverage customer analytics and insights to refine campaign strategies and optimize CRM performance
  • Track and report key CRM metrics such as customer lifetime value, retention rates, and campaign ROI, providing actionable insights for improvement

Collaboration & Leadership:

  • Partner with marketing, analytics, product, and brand teams to ensure CRM initiatives align with broader company goals
  • Lead, mentor, and develop a high-performing CRM team, fostering innovation, collaboration, and accountability

Testing & Experimentation:

  • Own the CRM roadmap, designing and analyzing A/B tests to improve customer engagement strategies
  • Use insights to continuously refine approaches and drive incremental growth across all markets

Job Requirements:

  • Minimum 6–8 years of experience in CRM, loyalty, or lifecycle marketing, preferably within a global or regional scope
  • Proven success in building and managing CRM and loyalty strategies that drive measurable business outcomes
  • Strong analytical mindset with the ability to interpret complex data and deliver actionable insights
  • Experience with CRM platforms and loyalty program tools
  • Proficiency in customer segmentation, lifecycle marketing, and omnichannel campaign execution
  • Excellent communication and collaboration skills, with the ability to influence stakeholders and lead teams effectively

Good to have:

  • Bachelor's degree in marketing, business, or a related field
  • Familiarity with CRM integration in new markets, especially scaling strategies in regions like Canada and the UK
  • Strategic thinker with a hands-on approach to execution
  • Passionate about customer experience and building meaningful relationships
  • Knowledge of privacy regulations (e.g., GDPR, CCPA) and best practices for data-driven marketing
Tell employers what skills you have

CRM
Customer Retention
Strategy Development
Experimentation
Segmentation
Salesforce
Customer Loyalty
Customer Engagement
Email Marketing
Program Management
Loyalty Programs

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