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Customer Relationship Management
2 weeks ago
Careers that let you play
We are the champs in crafting and slinging sporting goods, apparel, and equipment. Whether you're smashing goals or conquering the great outdoors, Decathlon's got your back - because winning is our favorite sport
What is our culture like ?
- Where decisions spark High-fives:
Decathlon rocks a lively, sporty vibe where mistakes can turn into global victories. We tackle responsibilities with the same energy - turning challenges into triumphs
Our game plan? Preserving the world together
- Your career touchdowns:
At Decathlon, we're not just talking about career growth - it's a wild ride Lace up those career sneakers for limitless possibilities, whether scoring locally or making international moves. Your journey with us? An epic adventure
- Live for sports ? Now do it for a living:
At Decathlon, dive into sports madness with events, competitions, and a winning culture. Enjoy exclusive employee discounts for top-notch gear - where games and victories turn into epic celebrations
**Role Purpose**:
As the CRM Leader for Decathlon Singapore, you will play a pivotal role in building long-lasting, meaningful relationships with our users by developing data-driven, customer-centric strategies. You will lead the design, execution, and optimization of loyalty programs, personalised campaigns, and customer lifecycle initiatives to drive engagement, retention, and lifetime value across all channels.
**Key Responsibilities**:
CRM & Loyalty Strategy
- Define and execute the CRM roadmap aligned with Decathlon's vision of customer satisfaction and loyalty.
- Collaborate with APAC and global teams to align CRM initiatives.
- Participate in the evolution of Decathlon’s loyalty program, ensuring it strengthens our relationship with users and drives measurable business impact. (Omni channel support and animation and customer benefits roll out).
Customer Data & Insights
- Leverage customer data to build segmentation strategies, personalised communications, and actionable insights.
- Champion a data-driven culture by ensuring continuous improvement in customer understanding, behaviours, and preferences.
- Drive initiatives to enrich customer data quality, database growth, and consent management compliance.
Campaign Management
Develop automated lifecycle journeys (onboarding, reactivation, win-back) to maximise customer lifetime value.
- A/B test, monitor, and analyse performance metrics to ensure continuous campaign improvement.
Cross-functional Collaboration
- Partner with Retail, E-Commerce, Digital, Marketing, and Product teams to deliver a consistent and frictionless customer experience.
- Work closely with tech and data teams to enhance CRM tools, data integration, and system capabilities.
- Collaborate with store teams to activate loyalty initiatives at the physical touchpoints.
Team Leadership
- Lead, coach, and develop a high-performing CRM team.
- Foster a test-and-learn, results-oriented culture focused on customer satisfaction and business impact.
**Requirements**:
Experience & Skills
- Minimum 4 years of experience in CRM, loyalty, or customer lifecycle management, ideally within retail, e-commerce, or consumer-focused industries.
- Proven track record of designing and implementing successful data-driven CRM programs.
- Strong analytical mindset with the ability to translate data into actionable insights.
- Hands-on experience with CRM platforms (Salesforce Marketing Cloud, Adobe, or similar), campaign management tools, and customer databases.
- Proficiency with Salesforce marketing cloud and Batch
- Analytical tools like Google Analytics, Amplitude
- Knowledge of customer segmentation, personalisation, and automated journeys.
- Familiarity with omnichannel retail environments and integration between digital and physical touchpoints.
- Project management skills with the ability to lead cross-functional initiatives.
Soft Skills & Values
- Passion for sports, active lifestyles, and Decathlon’s mission.
- Entrepreneurial, proactive, and customer-obsessed mindset.
- Strong communication skills with the ability to influence and engage stakeholders at all levels.
- Team player with leadership capabilities and a growth mindset.
**Benefits**:
**A remuneration That Grows With You**:
- Monthly bonuses, up to a whopping 10% of your base salary.
- Dive into the opportunity to become a Shareholder and share in the success of our global family.
- At the end of the year, reap the rewards of profit sharing based on the performances across the country.
**Climb the Career Ladder**:
- Elevate your skills with the power of our internal Decathlon Academy - upskill and re-skill your way to greatness.
- Chart your course with internal career progression opportunities in both retail and our incredible support team.
**Flexibility That Fits Your Lifestyle**:
- Enjoy a flexible spending allowance annually for Sports & Health related expenses, including dental, vision and wellness activities;
**️ Be the
