Do you bring a global perspective and enjoy working in collaborative, cross-functional environments Are you motivated to drive effective data-driven and data-informed CRM journey & campaign delivery and contribute to customer engagement across multiple markets If so, this could be the right opportunity for you. We are looking for a driven professional with practical SFMC experience to join our team at Malaysia Experience Center and support the delivery and continuous improvement of our CRM initiatives.
As the CRM Market Management Principal, you will own and lead the delivery of data-driven CRM journeys & campaigns across primary and assigned markets, helping to shape consistent and effective customer engagement. You will translate strategic direction and audience insights into scalable journey initiatives that strengthen campaign performance and support sustainable growth. By working closely with markets, specialists and technical teams, you will contribute to continuous optimisation of CRM effectiveness and the advancement of personalised customer experiences within an evolving CRM ecosystem.
Key Responsibilities
- Own the operational delivery of CRM campaigns across Always-On and tactical activations, ensuring high standards of execution quality, timeline discipline and prioritisation alignment.
- Act as the primary working-level contact for market stakeholders, managing delivery expectations, resolving execution blockers and maintaining campaign delivery confidence.
- Create and translate data-driven CRM strategy, audience direction and campaign objectives into actionable journey plans that are scalable across multiple markets and lifecycle stages.
- Guide CRM Journey Specialists and collaborate with developers to optimise journey performance, testing approaches and continuous improvement initiatives.
- Interpret campaign performance signals and engagement insights to drive optimisation decisions that improve customer interaction outcomes and conversion effectiveness.
- Coordinate delivery planning inputs, recommend prioritisation adjustments and support resource alignment to enable smooth campaign execution across markets.
- Collaborate with cross-functional teams including data, technology, content and relevant stakeholders to ensure integrated campaign activation and performance alignment.
- Identify recurring process or system friction points impacting delivery and propose practical improvement initiatives to strengthen CRM activation efficiency.
- Support functional capability growth by providing coaching, structured feedback and knowledge sharing to specialist team members.
- Contribute to maintaining strong governance practices and consistent application of CRM standards across markets and campaign programmes
- Ensure proper implementation of market operations and plans.
- Create and maintain up-to-date training materials, enablement documentation, and other process documentation.
Qualifications
- Bachelor's degree in Marketing, Business, Communications, Information Technology or related discipline.
- Master's degree in communications, Marketing, Information Technology or a related discipline (Optional)
- Technical Education in IT/Computer Science is a bonus
- Professional certifications in CRM or marketing automation platforms (e.g. SFMC Email Specialist) are advantageous.
Experience
- Minimum 8+ years of experience in CRM campaign delivery, digital marketing activation or marketing technology environments, ideally within regional or multi-market brand or agency contexts.
- Ideally 3+ years in Salesforce portfolio or similar platforms, with hands-on experience with SFMC modules, including: Cloud Pages, Smart Forms, Tracking, Email Studio, Journey Builder, Contact Builder, Audience Builder, Mobile Studio, Automation Studio
- Proven track record in managing campaign delivery scope across multiple markets, balancing execution feasibility, stakeholder expectations and performance outcomes.
- Experience guiding execution teams or specialists to improve campaign optimisation discipline, testing maturity and delivery quality.
- Hands-on exposure to CRM campaign platforms such as SFDC/SFMC or equivalent, including understanding of campaign workflows, reporting dashboards and performance tracking.
- Experience collaborating with data engineering, analytics and technical teams to translate insights into actionable campaign improvement initiatives.
- Background in executing data-driven personalised customer journey programmes across lifecycle stages to enhance engagement and conversion.
- Experience working within integrated marketing ecosystems, coordinating cross-system - Demonstrated ability to manage multiple concurrent initiatives in fast-paced, matrix organisational environments.
Personal Competencies (Skills & Attributes)
- Strong stakeholder communication capability with the ability to build trusted relationships across markets, functions and organisational levels.
- Solid understanding of audience segmentation, personalisation principles and performance optimisation drivers in CRM marketing.
- Structured analytical mindset with the ability to interpret campaign data and translate insights into practical optimisation actions.
- Delivery-focused and outcome-oriented approach, with resilience in managing competing priorities and evolving market demands.
- Ability to lead through influence in matrix environments, guiding specialists and cross-functional partners towards shared delivery objectives.
- Proactive problem-solver who anticipates risks and implements pragmatic mitigation strategies.
- High adaptability and openness to working in transformational or evolving organisational settings.
- Strong collaboration mindset combined with customer- and market-centric thinking.
