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Customer Relationship Management Manager

3 weeks ago

Singapore Reeracoen Singapore Pte Ltd Full time

Our Client is a rapidly growing company in the field of e-commerce, well-known in the wedding and party-related industry, with a huge following on various digital platforms. They are currently looking for a Customer Relationship Management Manager. The incumbent will play a pivotal role in enhancing our customer relationships by leveraging CRM tools and analytics. The primary focus will be to analyze customer behaviour, understand their needs, and ensure a seamless experience throughout their journey. The incumbent will be reporting directly to the Marketing Manager.
- 【 What you will be doing 】- Analyze customer behaviour, preferences, persona and purchase patterns using CRM and data analytics tools.
- Measure and report on key CRM metrics, such as customer acquisition, retention, lifetime value etc.
- Utilize data analytics tools and techniques to analyze program performance and customer behaviour.
- Leverage customer feedback and insights to identify areas for improvement and implement necessary changes.
- Develop and manage customer loyalty programs, including rewards, incentives, and exclusive offers.
- Identify opportunities to enhance customer retention and reduce churn through targeted initiatives.
- Implement customer win-back campaigns and strategies to re-engage inactive customers.
- Develop and execute targeted marketing campaigns to promote the loyalty program and engage members.
- Collaborate with the marketing team to align loyalty program campaigns with overall marketing initiatives.
- Utilize marketing automation tools to streamline and optimize CRM processes.
- Manage and conceptualize marketing campaigns via new and existing channels to create, build and maintain strong customer loyalty and relationships
- Ensure consistent and optimum utilization of marketing channels, loyalty programs and campaigns to create, build and maintain strong customers
- Drive initiatives to engage customers across all communications channels
- Responsible for segmentation and profiling of customer database to support end-to-end campaign execution, from requirement gatherings, extractions, executions, communications and report tracking of campaign performance
- Responsible for the improvement and optimization of CRM transactional communications
- Transform customer data into actionable insights to drive intelligent customer engagement

**Qualifications**:
**Requirement**:

- 【 What they are looking for 】- Bachelor's degree in Marketing, Business or a related field
- Min 3 years of experience in a high-volume Customer Experience and/or Customer Service function
- At least 1 previous background in managing a medium to large-scale CRM implementation project
- Preferably with at least 2 years experience in the fashion/ retail industry and/or E-Commerce industry
- Proficiency in using CRM tools and platforms
- Strong analytical skills with the ability to translate data into actionable insights
- Excellent communication and interpersonal skills.
- Detail-oriented with a focus on delivering exceptional customer experiences.
- Ability to work independently as well as collaboratively with cross-functional teams to drive results
- Ability to work collaboratively in a fast-paced, dynamic environment.
- Ability to make quick and data-driven decisions**English Level**:
**Other Language**:
**Additional Information**:
**Benefit**:

- 【 What they are offering 】- AWS
- Variable Bonus (Depends on Company and Individual performance)
- Annual Leave 14 days (Maximum of 21 days)
- Medical Leave: 14 days**Working Hour**:
09:00 ~ 18:00**Holiday**:
**Job Function**:

- Customer Service/Sales