Ensure operational excellence in the execution of FBP CEM plans and activities across all client touchpoints.
Work closely under the guidance of the CEM Manager to drive client engagement, retention, and loyalty objectives.
Support the development of a client-centric approach by leveraging data insights and delivering client experiences.
Key Responsibilities:
Client Journey
Execute end-to-end CEM activations in alignment with the overall CEM strategy, including tracking performance, capturing key learnings, and identifying best practices for future campaigns.
Support the retail team in the rollout and adoption of CEM initiatives, including cabin services, in-store activations, workshops, loyalty programs and experiential retail programs to enhance client experience.
Coordinate and implement client engagement activities such as event invitations, client gifting, loyalty program management and bespoke experiences in line with the gifting strategy.
Manage and execute timely and targeted client communications across multiple channels, including EDM, iCoco clienteling, push notifications, and WhatsApp messaging, ensuring consistency in tone and branding.
Oversee the production, quality control, and inventory management of CEM materials, including digital assets and printed materials as well as the replenishment of gifting tools and collateral.
Supporting Client Care team on client enquiries and complaints across all channels (POS and e-business), ensuring prompt resolution while escalating issues when necessary (excluding delivery-related matters).
Continuously identify opportunities to enhance the client journey by improving touchpoints, personalization, and overall client experience.
Reporting Analytics
Manage CEM systems and tools, including front-end and back-end operations (e.g., iCoco, Salesforce, SFMC), ensuring data accuracy, proper segmentation, and smooth execution of automated client journeys.
Track and evaluate campaign performance through pre- and post-campaign analysis, providing actionable insights and recommendations for optimization.
Prepare and maintain regular reports (weekly, monthly) on CEM performance metrics, client behavior, and campaign effectiveness for internal stakeholders.
Ensure compliance with data governance and privacy standards in all CEM activities.
Role Requirements:
Academic / Professional Qualifications
Bachelor's degree in Marketing, Business, or related field
Work Experience
Minimum 2 years in CRM or marketing, preferably in retail.
Familiar with Salesforce and Power BI.
Basic knowledge of client segmentation and campaign tracking.
Added advantage: familiarity with SQL for data extraction and analysis.
Required Competencies
Detail-oriented and analytical.
Strong organizational and time management skills.
Proficient in Microsoft Excel and PowerPoint.
Good communication and interpersonal skills.
Team player with a proactive attitude.
Key Interactions:
Internal
Marketing, Product, Retail, Training, Communications, Finance, and internal agency (both local and regional counterparts)
External
Trade partners and vendors (e.g printing, mailing, gifting services)
