Job overview:
This role is responsible for developing and executing CRM strategies that enhance customer engagement, drive loyalty, and maximize lifetime value. The ideal candidate combines analytical skills with creative thinking to deliver personalized, data-driven campaigns that strengthen brand affinity.
Job description:
1. CRM Strategy & Execution
- Support the implementation of the company's CRM strategy in alignment with overall goals and objectives to drive member acquisition, conversion and frequency.
- Maintain and update the customer database, ensuring accuracy and integrity.
- Segment customer databases to deliver targeted, personalized communications.
- Lead lifecycle strategies covering onboarding, retention, category engagement, abandoned cart, post-purchase, win-back, upsell.
- Oversee CRM tools and work with technical team to enhance system capabilities and integrations when necessary.
2. Customer Communication & Engagement
- Design and implement CRM campaigns across email, SMS, WhatsApp, push notifications, and loyalty platforms.
- Assist in drafting engaging content for CRM campaigns across multiple communication channels to drive customer engagement.
- Support customer service and ensure seamless customer experience across touchpoints.
3. Customer Insights & Analytics
- Track key CRM metrics to improve customer loyalty and retention: acquisition, activation, retention, points, vouchers & campaign performance
4. General Marketing Support
- Participate & provide support to any ad-hoc or team projects, and on-ground activities as and when required (e.g. brand initiatives, new store opening, on-ground activations).
- Track and process marketing expenses related to online/communication channels.
Requirements:
- Diploma or Degree in Marketing / E-commerce / Digital Marketing.
- Experience in CRM/data marketing/email marketing.
- Some technical knowledge of the latest digital marketing tools and channels, including email, CRM platforms and mobile app.
- Familiar with user segmentation, automation flows & customer journeys.
- Bonus: Familiarity with Mailchimp, Clevertap, NETCORE, BI tools, SMS marketing, or loyalty programs
Skills & Qualities:
- Strong verbal and written skills to craft engaging content and ensure clear, accurate communication with our pet parent community.
- Being comfortable with technology and digital platforms is a plus, but we also value the ability to quickly adapt and learn new tools and systems.
- Analytical mindset comfortable interpreting campaign performance.
- Sharp eye for detail, disciplined in meeting deadlines, and able to maintain accuracy with minimal supervision.
- Being a team player, proactive in seeking solutions, curious about exploring new ideas, and demonstrating initiative are highly valued traits in our dynamic work environment.
