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Professional, CRM

2 weeks ago

Singapore Under Armour Full time

Under Armour has one mission: to make you better. We have a commitment to innovation that lies at the heart of everything we do, not just for our athletes but also for our teammates. As a global organization, our teams around the world push boundaries and think beyond what is expected. Together our teammates are unified by our values and are grounded in our vision to inspire you with performance solutions you never knew you needed but can’t imagine living without.

**Position Summary**:
**Essential Duties & Responsibilities**:
**Customer Relationship Management**
- Support the business’s day-to-day consumer relations protocols, refinement, CRM segmentation, onsite personalization, and product recommendation programs and platforms.
- Manage the UA Loyalty member experience and journey to ensure exclusivity and retention are maintained
- Maintain a 360-customer view and ensures proper customer data collection and handling across departments.
- Continue to develop CRM functionality with the external vendor and manages the external vendor relationship.
- Track customer feedback on the gaps in customer experience across touchpoints

**Tactical Execution & Analytics**
- Consolidate monthly CRM reports on trends and performance.
- Manage and coordinate CRM activities.
- Prepare post-campaign reporting with ROI evaluation and develop improvement plans
- Support the pre
- and post-campaign ops to drive sales and retention support to mainly retail and eCommerce teams
- Analyze and execute projects/ campaigns/ activations to activate Loyalty member base/ drive increased performance/ transcend tiers

**.**:
**Strategy**
- Drive and execute CRM strategies in conjunction with marketing campaigns (in-store or eCommerce promotions) that enable continuous and consistent testing, learning, and optimization in order to maximize consumers’ lifetime value.
- Maintain effective Customer Service responses to ensure top-class customer service experience and customer retention.
- Maintain and improve rewards catalogue management to increase members’ engagement and satisfaction.
- Support potential partnerships to increase the value add to the membership experience with a data-driven approach
- Handle regional-level deployment and localization requirements in their product launches, local languages and CRM calendar.

**Cross-Functional Collaborations**
- Work closely with internal stakeholders to analyze and charter optimizations to the UA SAPAC Loyalty program
- Work with internal teams on omnichannel programs/promotions to drive customer acquisition, engagement and retention.
- Oversee the customer service department, coach and mentor the team to achieve service excellence.

**Qualifications (Knowledge, Skills & Abilities)**:

- Understanding of CRM mar-tech, marketing, and analytic tools
- Strong collaborative communication (verbal & written) and project management skills
- Excellent organizational skills and attention to detail
- Self-motivated, and curious to understand and solve fundamental problems
- Comfortable in thinking and operating with a customer-centric focus
- Ability to digest data and translate it into clear, meaningful, and actionable insights

**Education And / Or Experience**:

- Minimum 2 years of related experience in direct-to-consumer business (including sports, apparel, retail, or consumer goods)
- Bachelor’s Degree in Marketing, Business Admin, or a related field

**Relocation**:

- No relocation is provided

**Learn more about Under Armour’s COVID-19 response and Teammate vaccination policies** **here**.