Overview
We are seeking a Customer Lifecycle Manager (1 year contract) to lead and support one of the organisation's key priorities — the CRM & Marketing Automation (MA) project.
This role will drive the CRM & MA initiative by overseeing CRM-related efforts across multiple business units, including Customer Service, Partnerships, Marketing, Technology, and Data. The successful candidate will also manage lifecycle marketing initiatives aimed at enhancing customer acquisition, activation, retention, loyalty, and re-engagement. Responsibilities include campaign setup, deployment, quality assurance, reporting, and the day-to-day management of Marketing Automation operations.
The ideal candidate will collaborate closely with stakeholders to ensure initiatives are executed effectively and campaigns are delivered accurately and on schedule.
Key Responsibilities
CRM & Marketing Automation Leadership
- Lead and oversee the CRM & Marketing Automation (MA) project across multiple business units.
- Manage CRM initiatives that support customer engagement, retention, and business growth objectives.
- Collaborate with internal stakeholders to align CRM strategies with organisational priorities and customer experience goals.
- Ensure effective governance, prioritisation, and execution of CRM-related projects and enhancements.
Lifecycle Marketing
- Plan and execute lifecycle marketing campaigns to improve customer acquisition, onboarding, activation, retention, loyalty, and re-engagement.
- Develop customer journey strategies and automated workflows to enhance customer experience and conversion outcomes.
- Support campaign personalisation and segmentation strategies using customer insights and behavioural data.
Campaign Management & Operations
- Oversee day-to-day Marketing Automation (MA) operations to ensure campaigns across email, app push, and other digital channels are delivered accurately, efficiently, and on schedule.
- Lead the integrated marketing automation strategy by designing and implementing automated and tactical customer journeys that support onboarding, activation, engagement, retention, win-back, and loyalty objectives.
- Manage end-to-end campaign execution, including campaign setup, deployment, QA testing, scheduling, monitoring, and reporting.
- Monitor campaign and customer lifecycle performance, providing actionable insights and optimisation recommendations to improve engagement, conversion, and retention outcomes.
- Ensure data accuracy, governance, compliance, and adherence to operational best practices across CRM and Marketing Automation platforms.
- Develop and execute customer lifecycle marketing strategies across the full customer journey to enhance customer experience and business performance.
- Collaborate closely with external partners, vendors, and internal stakeholders to drive the successful implementation and continuous enhancement of marketing automation strategies, platforms, and systems.
- Establish and maintain campaign governance standards, operational processes, and quality assurance frameworks to ensure consistency, scalability, and operational excellence.
- Ensure all CRM and lifecycle marketing campaigns are delivered on time, meet quality standards, and align with organisational objectives and customer communication best practices.
Optimisation & Performance Analysis
- Monitor and report on key lifecycle marketing metrics including open rates, click-through rates, conversion rates, retention, churn, customer lifetime value, and incremental revenue.
- Conduct A/B and multivariate testing to improve campaign performance and customer engagement.
- Analyse customer behaviour and lifecycle trends to identify growth opportunities and recommend improvements.
- Validate campaign setup and ensure tracking parameters are correctly implemented.
- Stay up to date on industry trends, best practices, and technologies related to customer engagement strategies.
- Support ad hoc reporting requests from the business.
Governance & Best Practices
- Ensure compliance with data privacy regulations and company policies.
- Maintain data quality and campaign governance standards.
- Stay current on lifecycle marketing, CRM, personalization, and marketing automation best practices.
Stakeholder & Cross-Functional Collaboration
- Collaborate with the different business units such as the Marketing, Brand, Technology and Data Team, Customer Care, Sales, Commercial, Legal and any other teams to deliver integrated CRM and MA initiatives.
- Communicate project updates, campaign performance, and recommendations to key stakeholders and leadership teams
- Support product launches, promotional campaigns, and customer communication strategies.
- Coordinate with vendors and external partners where required.
User Training and Support:
- Develop and deliver training programs to educate users on CRM system functionalities and best practices.
- Collaborate with internal stakeholders to develop and maintain CRM system, user guides, and training materials.
- Train and support team members in utilizing the Marketing Automation (MA) tools effectively.
Requirements:
- Bachelor's degree in Marketing, Business, Communications, or a related discipline.
- 5–8+ years of experience in CRM, lifecycle marketing, customer engagement, or marketing automation roles.
- Hands-on experience with CRM and Marketing Automation platforms (e.g. Salesforce Marketing Cloud, HubSpot, Adobe Campaign, Braze, Marketo, etc.).
- Strong understanding of customer lifecycle management, segmentation, and campaign optimisation.
- Experience managing cross-functional projects, digital transformation project and stakeholders in a fast-paced environment.
- Strong analytical, problem-solving, and project management skills.
- Excellent communication and stakeholder management abilities.
- Attention to detail with strong operational and QA capabilities.
- Experience in customer-centric or digitally driven organisations.
- Familiarity with data analytics and customer insights tools.
- Experience working with integrated customer journeys and omnichannel campaigns.
- Prior experience managing CRM transformation or implementation projects is an advantage.
If you are facing issues submitting your application through Linkedln, please email us your resume at [Confidential Information] with the job title.
Only shortlisted candidates will be notified.
The level of appointment will depend on the qualifications and experience of the candidate.
For more information on The Kallang Group, refer to www.thekallanggroup.com.sg
