Senior CRM Manager

4 weeks ago

Singapore Grab Full time
Grab Senior CRM Manager Job Description

We are seeking a highly experienced Senior CRM Manager to lead our customer experience initiatives across Southeast Asia.

About Grab

Grab is the leading ride-hailing and food delivery company in Southeast Asia, with a mission to create economic empowerment for the people of the region. We are committed to building diverse teams and creating an inclusive workplace that enables all Grabbers to perform at their best.

Job Summary

The Senior CRM Manager will be responsible for developing and implementing online marketing strategies that drive growth and retention for Grab across all verticals and services. This includes managing email programs, SMS, push notifications, and in-app messaging to engage with customers and partners.

Key Responsibilities:
  • Develop and execute regional CRM strategies and communications for all Grab-wide strategic initiatives and lifecycle events.
  • Work closely with Marketing Analytics to understand customer behavior and preferences, and create cross-channel customer journeys.
  • Optimize business rules to automate content, triggers, audience segmentation, channel selection, creative messaging, and communication cadence.
  • Build and monitor testing scenarios to improve campaign responsiveness and regularly surface business analytics insights.
  • Maintain high levels of data hygiene and manage fast-growing, high-volume lists from multiple sources.
  • Own CRM KPIs, including deliverability, open rate, click rate, conversion rate, opt-out rate, revenue, and specific business goals around individual campaigns.
Requirements:
  • Bachelor's degree in a quantitative field required; Master's degree or MBA preferred.
  • Hands-on experience with ESP/CRM or marketing automation platforms.
  • 7+ years of successful ecommerce/online marketing experience with 5+ years of direct CRM experience, mobile CRM preferred.
  • Experience managing a sizeable team is mandatory.
  • Proven experience in setting up robust operations with clear visibility into throughput and SLA measurements.
What We Offer:
  • An estimated salary range of $120,000 - $180,000 per year, depending on location and experience.
  • A dynamic and inclusive work environment with opportunities for growth and development.
  • A comprehensive benefits package, including health insurance, retirement plan, and paid time off.

This is a challenging and rewarding opportunity to join a leading technology company and make a meaningful impact on customer experience in Southeast Asia.

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