Assistant Manager, CRM, Asia

Assistant Manager, CRM (12-Month Contract)

Location: Singapore

Markets Covered: Singapore, Malaysia, and Southeast Asia

Job Overview

We are seeking an experienced CRM Assistant Manager to join our team on a 12-month contract. The ideal candidate will have at least 5 years of CRM experience, preferably in retail B2C, and familiarity with Salesforce Marketing Cloud, Loyalty Cloud, and Service Cloud.  This role will be responsible for CRM roadmap planning, campaign execution, analytics and reporting, data coordination, and cross-team communication. You will play a key role in driving personalized customer engagement, from acquisition, repeat purchases, retention to brand loyalty across multiple touchpoints.

Key Responsibilities

1. CRM Program & Campaign Planning

• Develop and manage the CRM program roadmap and activity calendar to boost sales growth.
• Ensure all CRM initiatives are on-brand, targeted, and personalized
• Collaborate closely with internal teams (e.g., retail stores, customer service, ecommerce) to deliver a seamless omnichannel customer experience.
• Explore and evaluate external partnerships to deliver customer benefits and improve program attractiveness.

2. CRM Activities Execution

• Design full funnel customer journey, including offerings, experiences and communications.
• Execute CRM activities using Salesforce Marketing Cloud, Loyalty Cloud, and Service Cloud (where applicable).
• Manage automated journeys, lifecycle communications, segmentation, and customer engagement flows.
• Align with key stakeholders on all strategies and tactics and end to end coordination

3. Project Management & UAT

• Partner with technical vendors and internal IT team to implement CRM campaigns, enhancements, and system improvements.
• Develop clear business requirements and conduct User Acceptance Testing (UAT) to ensure successful deployment of CRM features and Salesforce-related projects.

4. Analytics & Reporting

• Extract, analyze, and interpret CRM data to support business decisions.
• Track and evaluate performance of CRM campaigns, lifecycle activities, and loyalty program metrics.

General Responsibilities

1. User Support

• Address user inquiries, incidents, and service requests related to CRM platforms.
• Troubleshoot issues and provide guidance on CRM functions.

2. Issue Resolution

• Investigate root causes of system or data issues with vendors and IT team.
• Work with cross-functional teams to implement timely resolutions.

3. Business KPI Performance Review

• Monitor and report on CRM KPIs, including customer recruitment, up-tier performance, sales impact, AOV, lifecycle engagement, and customer growth.

4. Quality Assurance

• Conduct periodic audits to ensure data accuracy, data integrity, and compliance with CRM processes.

5. Security & Compliance

• Support adherence to data privacy regulations and company security policies.

6. Continuous Learning

• Stay updated on new Salesforce capabilities, releases, and industry trends.

Requirements

• Minimum 5 years of CRM experience, preferably in the retail B2C industry.
• Strong understanding of CRM strategy and execution, covering loyalty programs, personalized communications, and lifecycle management.
• Hands-on experience with Salesforce Marketing Cloud; experience with Loyalty Cloud and Service Cloud is a plus.
• Experience in running CRM projects, campaigns, and UAT.
• Strong coordination and communication skills to work effectively with cross-functional teams.
• Self-motivated, detail-oriented, and able to manage multiple tasks in a fast-paced environment.

Samsonite is an equal opportunity employer and welcomes applications from all qualified candidates without consideration of age, race, religion, gender, sexual orientation, disability, marital status or family situation. We actively cultivate a diverse workforce and promote inclusion in our workplaces. We hire based on merit and believe in selecting the best candidate for the job. People from all backgrounds, including those with special needs, are encouraged to apply.

All information provided by candidates will be used solely for recruitment purposes. Unsuccessful applications will be destroyed upon completion of the recruitment process.