CRM Technical Manager

Being part of the Growth team, the mission of the incumbent is to increase Customer Lifetime Value for South-East Asia markets by improving engagement, retention and loyalty. The successful candidate will own the end-to-end process of planning, optimising, reporting and sharing insights from campaigns and experiments in a fast-paced, dynamic environment. As a CRM technical manager, you’d be working very closely with the marketing team and product team to improve the overall retention rate of users.

Job Descriptions:
Lead CRM Campaigns:

• Develop, implement, and optimize CRM campaigns to drive customer retention and loyalty, overseeing end-to-end segmentation, automation, optimization, evaluation, and reporting of the user lifecycle.
• Build automated marketing campaigns across all channels, including eDM, Push, WhatsApp, and Webhook with APIs.
• Ensure campaigns are delivered on time and within scope, utilizing rigorous A/B testing methodologies.
• Consolidate, strategise and present data insights to ensure accurate and timely campaign reporting and customer response

CRM Platform Integration:

• Lead the CRM platform integration, identifying and aligning with marketing goals and use cases.
• Establish onboarding activities and technical requirements to support the CRM scope.
• Manage data requirements based on CRM use cases, including reviewing data plans and identifying any gaps or additional data sourcing needs.
• Work closely with technical engineers to ensure technical requirements are met and systems are integrated effectively.

Requirements

• 5+ years experience in CRM, retention or loyalty management
• Strong knowledge in Media, eCommerce, Digital Assets, and Gamification
• Hands-on experience in marketing cloud / marketing automation tools, including but not limited to Salesforce Marketing Cloud, Adobe Campaign, Braze, MoEngage or Talon.One
• Proficient in delivering campaigns and managing automation with rigorous A/B testing
• Strong data background with working knowledge of SQL and BI Tools such as Tableau, Power BI
• Basic understanding of HTML is a plus
• Proficient in requirement management and solution design