CRM Manager

2 weeks ago

Singapore NOVELA INTERNATIONAL PTE. LTD. Full time

**Key Responsibilities**:
**CRM Strategy & Implementation**:

- Develop and execute CRM strategies to enhance customer engagement, retention, and loyalty.
- Build segmented customer journeys and campaigns tailored to various customer groups based on behavioural data, demographics, and purchasing habits.
- Lead CRM automation efforts and implement new tools or systems to enhance the customer experience.

**Data Analytics & Insights**:

- Analyse customer data to identify trends, behaviours, and preferences that drive engagement and optimize campaign effectiveness.
- Leverage customer data to create personalized offers, recommendations, and communications to increase purchase frequency and average order value (AOV).
- Monitor and report on the performance of CRM campaigns (open rates, conversion rates, retention rates) and identify areas of improvement.

**Customer Segmentation & Personalization**:

- Develop and refine customer segmentation models to create highly targeted marketing strategies.
- Utilize predictive modelling and advanced data analytics to anticipate customer needs and behaviours, driving proactive engagement strategies.

**Loyalty Program Management**:

- Oversee the development and management of the customer loyalty program, ensuring it delivers value to both the business and the customer.
- Continuously optimize the loyalty program through data insights to increase customer retention, lifetime value (CLV), and program participation.

**Cross-Functional Collaboration**:

- Work closely with marketing, e-commerce, and sales teams to align CRM strategies with broader business goals and promotional efforts.
- Partner with product teams to gather insights on consumer behaviour and influence product offerings that align with customer preferences.
- Collaborate with IT and data teams to ensure CRM systems and databases are optimized for performance and data accuracy.

**Market & Consumer Trends Analysis**:

- Stay up to date on industry trends, competitor CRM strategies, and evolving consumer behaviour, especially within the beauty and retail sectors.

**Requirements**:

- Bachelor’s degree in Marketing, Business, Data Science, or related field.
- 5+ years of experience in CRM, customer engagement, or loyalty marketing, preferably within the retail or beauty industry.
- Strong knowledge of retail consumer behaviours, with a focus on the beauty sector.
- Hands-on experience with CRM tools and platforms (e.g., Salesforce, HubSpot, or similar).
- Proven track record of managing successful CRM campaigns and loyalty programs in major retailers or online marketplaces is a must.
- Strong analytical skills with the ability to interpret complex data and translate it into actionable strategies.
- Excellent communication and project management skills.
- Ability to lead cross-functional teams and manage multiple projects in a fast-paced environment.
- Proficiency in segmentation, predictive analytics, and CRM automation tools.

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