CRM Operations Lead

1 week ago

Singapore Parkway Pantai Full time

The Role: Be a part in transforming digital healthcare experience. We’re seeking a highly-driven and motivated CRM Operations Lead to join our Digital Experience team. This position will shape and build connected user journeys across our different business units and products to achieve exceptional user experience, engagement and retention. As the champion of the customer, your goal is to use data and platform to drive seamless customer experience.

**Key accountabilities**:

- Responsibilities:

- Work closely with stakeholders to plan and implement CRM marketing campaigns and customer journeys
- Design and deliver personalised experiences and user journeys tapping on full suite of CRM capabilities
- Own and maximise use of MoEngage platform capabilities, optimising campaign production and workflows to achieve customer engagement/loyalty objectives
- Track, measure and report on CRM performance, leads tracking and conversion
- Work with cross-functional teams to enrich single view of customer
- Govern use of database to ensure effective targeting of user segments to build long term customer lifetime value
- Fine-tune flows, segment, messages to engage, upsell, cross sell and prevent churn
- Provide CRM analytics domain expertise, consultation and troubleshooting
- Primary liaison to Group CRM team on prioritizing requests, investigating issues, establishing best practices, process alignment and optimisations
- Collaborate with technical experts on defining requirements for APIs, databases and systems integration to CRM when required

**Qualifications & Experience**:

- Skills & Experience Required:

- Bachelor’s degree with 3+ years using marketing cloud platforms
- Working knowledge of tool and languages such as Excel, HTML, SQL
- Ability to translate business rules into technical and creative requirement and implementing them
- Able to understand and translate data into qualitative insights
- Passion for learning new marketing tech stack technologies and platform capabilities
- Detail-oriented in aligning scope, requirements, specification documents and deliverables
- Ability to manage multiple projects in a fast-paced environment
- Proficient in Microsoft Office
- Great interpersonal and communication skills

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