Associate, CRM

3 days ago

Singapore COACH OPERATIONS SINGAPORE PTE. LTD. Full time

Make a Lasting Impression. Join Tapestry, the first New York-based house of modern luxury lifestyle brands. A successful career at Tapestry is built on hard work, determination and a genuine passion for what you do. At Tapestry, you are part of a global house of brands that is built around our shared values of optimism, innovation and inclusivity. We believe anyone from anywhere can have the best idea, and with creativity and perseverance, anything is possible.

Whether it be Coach, Stuart Weitzman, or Kate Spade, each of our great brands around the world helps people express themselves in their own unique ways.

**Primary Purpose**:
This role reports to the Senior Manager, Brand Marketing, E-commerce & CRM and supports the Coach SEA team in providing CRM data insights.

The purpose of this role is to leverage on CRM data to provide insights and challenges to the business growth. Deep dive on the analysis of CRM data performance to enhance loyalty programmes by recommending and determining of action plans.

**The successful individual will leverage their proficiency to..**
- Managing reports & dashboards that measure overall customer acquisition & retention:

- Consumer Analytics (New Customer Report, Y1 Retention)
- Customer Pipeline Model
- Understanding the overall business performance & challenges and leveraging on CRM data to provide insights and recommendations
- Leverage loyalty programme analysis to provide insights & recommendations to determine action plan
- Consumer Insights & Brand Health Research
- Providing a roadmap to drive customer acquisition to exceed targets
- Ecomm Support
- Customer Queries
- Medallia
- Implementation of new loyalty programme (FY26)
- Build strong relationships with cross-functional teams to gather qualitative & on-ground feedback on the customer and translate these to actionable insights
- Monitoring performance of CRM promotions
- Manage customer comms: SMS, eDM
- Overall Database management
- Sleekflow - work with RM to segment customers for WhatApp blasts
- Providing call lists for store teams re anniversary voucher, birthday, store events
- Providing CRM system administration support to stores re loyalty programme
- CRM Projects Lead:
Name capture revamp (FY25)

**The accomplished individual will possess...**
- At least 2 years of relevant experience in CRM in FMCG or Retail industries.
- Superior proficiency in Excel
- Comfortable with data crunching and reporting
- Drive and be proactive to problem-solve or initiate improvements
- Organized and highly collaborative within departments
- A team player attitude and be people oriented
- A pleasant and mature personality
- Comfort in managing multiple projects and deadlines in a fast-paced environment
- Flexibility and independenceFluency in both verbal and written English

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