Regional CRM Manager

5 days ago

Orchard, Singapore coty Full time

SINGAPORE

ROLE AND DEPARTMENT
A CRM manager is responsible for the CRM implementation and advancement of strategies, plans, and systems in place to take the business - customer relationships to higher heights in the APAC region. He/She will put the bits in place that help the business to gain new customers and oversee the process of retaining existing ones.

THE ROLE
CRM IMPLEMENTATION PREPARATION
Kickstart the preparation process for the implementation of CRM program with various local countries
Work with Global team on IT Infrastructure, system, software needed to implement the CRM program in the region
Brief / align/ co-ordinate / educate local team on CRM
Partner global IT and CRM team for a smooth roll-out of the CRM program in the region

REGIONAL X GLOBAL
Align all CRM program initiatives with global for the region
Be the source of centre of excellence to provide global with the regional competitive landscape
Analyse the region CRM data and propose the Right program for the region with alignment from the global team

REGIONAL X LOCAL
Provide guidance for consistency of executions
Provide compliant guide to execute CRM program according to the Global Fashion House’s approval
Develop & execute customer relationship management campaigns to increase customer loyalty
Maintain smooth communication with local CRM team and promptly reply to their queries
Respond and resolve to local CRM team’s complaints quickly and efficiently
Partner local team to implement process to keep customers updated about the latest collections & special offers in order to increase sales
Partner local team to run effective promotional activities to optimize sales growth and customer retention Driving CRM initiatives and overseeing the execution of campaigns

REGIONAL
Analyze customer behavior and measure their impact on business outcomes to update strategies
Use existing customer data to gain new leads and potential customer
Understand previous customer attitudes to better engage current customers
Identify new and more cost-efficient communication channels with customers
Identify the most efficient customer interaction approaches & prioritize them accordingly
Adopt new trends & strategies to expand the customer base such as upselling and cross-selling
Coordinate different departments in terms of their customer interactions and establish a way to increase the level and effectiveness of their cooperation
Notify admins and upper management about all the execution plans & required changes
Monitor direct competitors of the company and find out how they handle customer relationships

Diploma/Degree in Sales, Marketing, Business Administration, or related field.
5 years of experience in a similar role.
Experience in SQL data extraction, overseeing and driving campaigns and projects.
Should be analytical, data-driven, and well-versed with Excel.
Detail-oriented and thrive in dynamic and fast-paced working environments.
Possess excellent communication & interpersonal skills.
A strong team player and comfortable working in matrix environments.

WHAT WE OFFER
This is unique role with a genuine opportunity to make an impact. You’ll get to work in a diverse and environment with a team who are passionate about the work they do and know how to have some fun along the way.

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