Manager, CRM

2 weeks ago

Singapore Sephora Full time

**Responsibilities**:

- Build the 360° CRM action plan (offers, sequence of communications, targeting, channels of contact) to achieve customer retention and loyalty KPIs. Use data analytics and Test & Learn methodology (A/B testing) to optimize targeting and campaign performance (offers, sequence of communications, segmentation targeting, and channels of contact).
- Analyze and understand customers’ behavior and partner with other functions such as Ecommerce, PR & Social Media, Animation & Brand Planning, and Brick & Mortar teams to develop and execute integrated CRM action plans
- Manage all CRM programs, campaigns and the budget of CRM and loyalty activities.
- Ideate and manage member acquisition and retention campaigns including campaign design, communication and

measurement of objectives, costs, external vendors management. tools & technology, data and process initiatives to improve our ability to understand and engage the customer.
- Define customer loyalty strategies on an ongoing basis to consistently increase engagement and

maximize customer lifetime value (multi
- channels, personalization, Gold member’s exclusive offers, loyalty events)
- Ensure that there is a steady supply of attractive rewards for the Sephora Beauty Pass Program, gifts and product samples in the pipeline through coordination with the supporting functions.
- Execute post-mortem analysis on commercial campaigns, member campaigns, and rewards traction in order to determine success of campaigns and initiatives.
- Collaborate with partners in order to drive recruitment and retainment goals for country, including bank partners and Buy Now Pay Later payment partners.
- Train & motivate stores in partnership with the store team, to meet goals and maintain a high level of

quality in terms of customer’s relationship including retention, reactivation and new customer recruitment.
- Be accountable to deliver insights and CRM KPIs for the country to the country team and regional teams.

**Required Skills**:

- SQL and relational database proficiency
- Strong commercial acumen, preferably with retail and e-commerce experience
- Ability to communicate complex ideas with clarity for stakeholders at all levels
- Strong presentation and consulting skills
- Working knowledge of digital marketing technologies
- Salesforce Marketing Cloud experience an advantage

Personal Attributes:

- Enthusiastic, keen to learn, with a passion for self-development
- Problem solving skills + creativity
- Enjoys working with others and getting stuck in across a range of projects & challenges
- Good sense of humor and ability to stay calm in a storm

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