Global CRM Manager

2 days ago

Singapore AQUA EXPEDITIONS PTE. LTD. Full time

**GENERAL DESCRIPTION
Aqua Expeditions is actively looking for an enthusiastic & driven Global CRM Manager to join our Consumer Marketing team to lead and manage all global CRM and Loyalty related initiatives and campaigns. In this role the person will implement improvements to the CRM processes, propose methods to drive acquisition of new & retention of existing customers and provide analysis of consumer database insight to achieve overall yearly business objectives.
- Contribute to the corporate marketing strategy and achieve overall business objectives by driving customer and loyalty member profitability
- Review the existing CRM strategy and architecture. Work with technical partner to improve the current CRM processes
- Global management of CRM system ZOHO
- Propose strategy to improve customers’ data collection from all touchpoints (Marketing, Sales, Reservations to Operations)
- Maintain and improve data management processes and accuracy
- Educate and train all CRM users of Aqua across reservations, sales and operations the significance of the accurate CRM data capture, and how it allows the business to make the right decisions
- Set and achieve yearly KPI’s for accurate data capture by vessel
- Partner with different stakeholders and keep them informed about upcoming data management and CRM initiatives
- Generate CRM reports to track and analyse Marketing, Sales and Reservations performance and initiatives, including Reservations conversion report
- Analyse and create reports on consumer segmentation based on purchase history, repeat customers, demographic and consumer behavioural data to leverage these insight via targeted campaigns to drive brand awareness and bookings
- Support and train CRM Assistant Manager to ensure the Sales, Marketing, Reservations and Operations team adhere to the CRM workflow
- Conduct training to CRM users in all departments when required
- Demonstrate a substantial knowledge in CRM segmentation, campaign management, direct marketing, database management and e mail marketing

**REQUIREMENTS**:

- Min. Bachelor degree in Business, Hospitality Management or equivalent, Master’s degree preferred
- At least 3 - 5 years of proven CRM experience managing a database system and driving campaign performance, preferably in hospitality or e-commerce industries
- Confident communication skills to manage stakeholders at different levels, ability to positively influence people across the organization ( operations, reservations, sales)
- Strong analytical and problem-solving skills
- Extensive cross-functional collaboration skill
- Excellent project management skills
- Excellent English speaking and writing skills
- Proficiency in Zoho CRM, MS Excel, databases SQL and basic understanding of HTML.
- Team player with positive learning attitude
- Detailed-oriented

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