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Executive, Regional CRM
3 weeks ago
We are looking for a passionate and talented individual to join the award-winning ZALORA CRM Team.
Customer Relationship Management (CRM) is the concept of being relevant to the customer, leveraging data to understand the customer DNA and provide a top-class customer experience via the full suite of customer touchpoints and communication channels.
CRM adds value by effectively representing ZALORA as a brand, its character, personality, and product assortment, while taking into consideration the individual customer’s needs and motivations. In every single marketing message we send, we aim to craft the perfect environment to maximise emotional value and commercial opportunity across the customer journey - right from their first order up until they become loyal advocates of the ZALORA brand.
With a combination of rich customer data and state of the art digital marketing technology, we are more empowered than ever to consistently innovate and commit to deliver amazing experiences in line with the needs of our customers, the company, and the retail ecommerce opportunity as a whole.
**Responsibilities**
- Be an advocate of the customer’s experience to continually create WOW moments
- Own the development and optimization of the customer journey with specific focus on the 1 order cohort
- Work with senior lifecycle specialist to track, report, and measure the performance of programmatic customer lifecycle communications
- Build, maintain and optimize lifecycle communications to develop a strong understanding of the infrastructure and technology stack and improve our communications to the customers
- Co-own the operation and performance across multiple communication channels such as newsletter, app push notification, in-app notification, web push notification, SMS and WhatsApp
- Work with Systems and Data team to uncover opportunities and gaps in the customer lifecycle/journey, and provide actionable customer insights through analytics to uncover new campaign opportunities
- Develop a strong understanding of the customer and how they behave across channels
- Develop effective cross-channel approaches, maximizing the use of available technology to provide the most relevant experience to customers
- Coordinate across departments and vendors to plan, prepare and optimize campaigns across the different communication channels
**Requirements**:
- Strong willingness to learn and grow independently
- Strong interest in being at the forefront of e-commerce and fashion
- Good communication skills, works well in a team
- Highly proficient in written and spoken English
- Highly adaptable, meticulous and able to think critically to solve problems
- Technically savvy and able to solve problems creatively
- Diligent and organized in execution
- Enjoy the challenges of a fast-paced, high-stakes environment
- Able to handle data comfortably and relate them to the qualitative aspects of work
- Prior experience in HTML, copywriting and programming language (e.g. SQL, Liquid) is a plus
**The ZALORA Story**
ZALORA exists for the millions of fashion consumers in Asia seeking a shopping experience focused on their unique styles, trends and fit. As Asia’s leading online fashion destination, ZALORA was founded in 2012 and has a presence in Singapore, Indonesia, Malaysia & Brunei, the Philippines, Hong Kong and Taiwan. ZALORA’s localised sites offer an extensive collection of top international and local brands as well as our own in-house labels across apparel, shoes and accessories for men and women. ZALORA is part of Global Fashion Group, the world's leader in online fashion for emerging markets.
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