Engagement & Loyalty - Sr. Manager

2 days ago

Singapore Newfold Digital Full time

The Engagement & Loyalty Sr. Manager is responsible to directly oversee execution of campaigns with a team of specialists that will grow and retain the existing customer base across the Group. Providing the necessary leadership in a bid to optimise usage and drive cross sell and upsell, welcome, grow, save and winback customers underpinned by sound customer and data analysis.
- Main Responsibilities- Work closely with Head of Engagement and loyalty to implement and execute engagement, retention, and loyalty campaigns/projects based on customer behaviour, data, and best practices.-
- Oversee and Manage Engagement and Loyalty Team Specialists to meet team performance expectations, goals and KPIs-
- Spearhead initiatives that streamlines and offers better customer experience and loyalty-
- Along with a team of Specialists, build and optimise the customer lifecycle journey for all customers - to drive business outcomes across all stages - new member, active, retention/churn, etc.-
- Use various cross-selling/upselling marketing strategies to drive conversions through our channels.-
- Be up-to-date with CRM, retention and loyalty marketing best practices for our industry-
- Communicate progress, risks, expectations, timelines, milestones and other key campaign/project metrics to manager, stakeholders, and team members.-
- Co-create, implement, and drive product cross-sell campaigns to grow product usage to meet agreed revenue targets.-
- Co-create, implement, and drive product up-sell campaigns to grow product usage, to meet agreed revenue targets.-
- Oversee and manage retention campaigns and processes to welcome, grow, retain, save and winback customers and associated KPI’s.-
- Build reporting structure to monitor and report cross-sell, up-sell and retention campaign performance.-
- Collaborate closely with key heads of department align customer growth and retention activities with other business functions in order to implement the business strategy.- Demonstrated Skillset- Possess at least a bachelor’s degree in Marketing / Business (or equivalent)-
- At least 4-7 years of working experience in Loyalty Marketing, CRM Marketing, or Marketing-related field-
- Familiar with loyalty and retention programs, the customer lifecycle/journey, and CRM-
- Strong written and spoken communication skill, analytical and problem solving abilities-
- Experienced in working with large customer database and giving presentations to stakeholders-
- Consultative and collaborative working style, outcome focused and data driven.-
- Experienced in leading, coordinating, and managing complex projects in a structured way-
- Ability to work under pressure in a fast-moving environment, managing competing deadlines.-
- Be self-motivated and able to work with mínimal supervision.-
- Positivity, resilience, drive and resourceful.-
- Has experience in execution of customer nurture/marketing automation programs.-
- Has managerial or mentorship experience of some kind in the past-
- Passion for the small business community and want to help them grow.-
- Has hands on experience with tools used for executing Lifecycle Marketing Campaigns-
- Cross cultural experience or experience working with remote teams is an advantage

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