CRM & Performance Marketing Manager

CRM & Performance Marketing Manager

Location: Kuala Lumpur

Contract: Permanent or Fixed-Term Contract considered

Reporting to: VP/ Head of Ecommerce & Marketplaces (UK/EU) & Global Digital

Hours: This role reports into the UK and so would require working 2 to 11pm

Office: Based in Mid Valley City with an option to work from home for second part of the day

Make an Impact at Clarks

For over 200 years, Clarks has been redefining what it means to create great footwear. Today, we're combining our heritage with a modern, digital-first mindset as we continue to evolve and grow around the world.

We're looking for a commercially minded CRM & Performance Marketing Manager to take ownership of Clarks customer database, CRM strategy, and customer lifecycle programme across the UK and European ecommerce business.

This role will lead how we segment, engage and retain customers across multiple channels while also overseeing performance marketing activity to drive customer acquisition, conversion and revenue growth. If you're passionate about customer behaviour, lifecycle marketing and using data to deliver commercial results, we'd love to hear from you.

The Role

As CRM & Performance Marketing Manager, you will own Clarks CRM and customer lifecycle strategy, including segmentation, contact planning, database development and customer retention. You'll work closely with Ecommerce, Merchandising, Analytics, Creative and Agency partners to deliver a joined-up customer experience across the full customer journey.

You'll also oversee key digital acquisition channels including Affiliates, Paid Search, Paid Social and SEO, ensuring these channels support wider customer growth and retention objectives.

Key Responsibilities

• Own Clarks CRM strategy across email, SMS and future loyalty channels
• Develop customer segmentation models and audience strategies that improve engagement, retention and customer lifetime value
• Define customer contact strategy, including channel selection, frequency management and lifecycle communication plans
• Manage and optimise the customer database to improve customer acquisition, retention and reactivation performance
• Develop and execute customer lifecycle programmes across acquisition, onboarding, retention and win-back journeys
• Identify opportunities to improve customer value through personalisation, automation and data-driven decision making
• Work closely with Analytics and Ecommerce teams to identify customer behaviour trends and growth opportunities
• Lead affiliate partnerships and identify new customer acquisition opportunities
• Oversee Paid Search, Paid Social and SEO agency partners, ensuring strong commercial performance and alignment with wider customer objectives
• Forecast, manage and optimise digital marketing budgets
• Present recommendations, insights and growth opportunities to senior stakeholders
• Lead and develop the CRM & Performance Marketing team

About You

We're looking for someone who combines strong CRM leadership with a commercial understanding of digital acquisition and ecommerce performance.

You'll ideally bring:

• Proven ownership of CRM strategy and customer lifecycle programmes
• Experience developing customer segmentation, audience targeting and contact strategies
• Hands-on experience managing customer databases and driving retention performance
• Experience across multi-channel CRM, including email and SMS marketing
• Strong knowledge of customer acquisition, retention and customer lifetime value principles
• Experience across Affiliates, Paid Search, Paid Social and SEO, either directly or through agency management
• Retail or ecommerce experience within a fast-paced commercial environment
• Experience managing agency partners and influencing cross-functional stakeholders
• Strong analytical capability and confidence using data to drive decisions
• Experience managing sizeable digital marketing budgets and delivering measurable ROI
• Excellent communication and presentation skills with senior stakeholders

This role would suit someone who could successfully operate as a senior CRM Manager or CRM Lead, while also bringing experience overseeing digital acquisition channels and performance marketing agencies.

Why Clarks

At Clarks, you'll join a business that combines global scale with an entrepreneurial mindset. You'll work alongside talented colleagues across Ecommerce, Marketing, Digital and Commercial functions, helping shape the future of one of the world's best-known consumer brands.

We Offer

• Competitive salary
• Career development and progression opportunities
• Supportive and collaborative culture
• Comprehensive benefits package

Why Join Us

This is an opportunity to influence how millions of customers engage with one of the world's most recognisable retail brands. You'll have the scope to shape CRM strategy, drive customer growth and play a key role in the next stage of Clarks digital evolution.

About Clarks

Founded in 1825, Clarks is a global footwear retailer and manufacturer with nearly 200 years of shoemaking heritage. Combining craftsmanship, innovation and comfort, Clarks operates across international markets while continuing to evolve its digital and omnichannel capabilities to serve customers around the world.

Interested

If you're passionate about CRM, customer retention, lifecycle marketing and ecommerce growth, we'd love to hear from you.

Apply today and help shape the future of customer growth at Clarks.