Associate Manager, CRM

We are looking for a passionate and talented individual to join the award-winning ZALORA CRM Team.

Customer Relationship Management (CRM) is the concept of being relevant to the customer, leveraging data to understand the customer DNA and provide a top-class customer experience via the full suite of customer touchpoints and communication channels.

CRM adds value by effectively representing ZALORA as a brand, its character, personality, and product assortment, while taking into consideration the individual customer’s needs and motivations. In every single marketing message we send, we aim to craft the perfect environment to maximise emotional value and commercial opportunity across the customer journey - right from their first order up until they become loyal advocates of the ZALORA brand.

With a combination of rich customer data and state of the art digital marketing technology, we are more empowered than ever to consistently innovate and commit to deliver amazing experiences in line with the needs of our customers, the company, and the retail ecommerce opportunity as a whole.

**Responsibilities**:

- Lead a team responsible for the lifecycle and transactional portfolios
- Drive a compelling customer focused CRM lifecycle strategy that delivers high levels of engagement, retention and customer lifetime value
- Collaborate closely with CRM team members to derive actionable insights through data, and be a key driver of excellent customer experience and retention.
- Maintain, optimise and build lifecycle communications such as Abandoned Cart, Re-engagement and Repurchase flows
- Conduct data analyses to uncover opportunities and gaps in the customer lifecycle/journey, and take action by creating new campaign content and messaging angles
- Track and present detailed analysis on effectiveness of customer lifecycle communications and optimise iteratively
- Develop a strong understanding of the customer and how they behave across channels
- Develop effective cross-channel approaches, utilising digital technology and creativity to push the boundaries of the CRM experience
- Play a key role in monitoring and enhancing process and system efficiency by developing a strong understanding of the infrastructure and technology stack

**Requirements**:

- Have a minimum of 3 years of experience in CRM, with track record of driving outstanding engagement and process effectiveness
- Highly proficient in written and spoken English.
- Strong willingness to learn and grow independently
- Good communication skills, works well in a team
- Meticulous and able to think critically to solve problems
- Enjoy the challenges of a fast-paced, high-stakes environment
- Able to handle data comfortably and relate them to qualitative aspects of work
- Proficiency in HTML, CSS, Excel, other analytical tools

**What we offer you**:

- Gain a high level and deep understanding of the company and business, and see your inputs and initiatives take flight to drive real business impact
- Witness cutting edge E-commerce first-hand and utilise award winning campaign automation technology to drive success in the modern environment
- Ownership of a key portfolio in the team, with the opportunity to develop and take it further
- Be a part of an award winning, high performance, highly professional & entrepreneurial team
- Work with experienced, motivated and talented colleagues from all over the world

**The ZALORA Story**

ZALORA is Asia’s leading online fashion, beauty and lifestyle destination, part of Global Fashion Group. As one of the region’s pioneer large scale e-commerce platforms, ZALORA has established a strong presence throughout the region, particularly in Singapore, Indonesia, Malaysia, Brunei, the Philippines, Hong Kong, and in Taiwan, enjoying over 50 million visits per month.

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