Senior Executive- CRM

ZALORA Group; Jakarta Pusat; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

ZALORA Group in Jakarta is seeking an experienced CRM/Retention Marketing professional to lead cross-channel loyalty campaigns across Southeast Asia markets and drive customer lifetime value.

You will build audience segments, set up campaigns in MoEngage/Braze, analyze performance, and conduct A/B tests; 3–5 years of experience in CRM/retention marketing in e-commerce or retail is preferred.

Qualifications

• Bachelor’s degree in Marketing, Business, Communications or a related field.

Responsibilities

• Lead the CRM campaigns calendar and execution across regions (Malaysia, Singapore, Hong Kong).
• Build targeting segments based on behavior, preferences and priorities.
• Coordinate campaign calendars with marketing, onsite, performance marketing, and commercial teams.
• Set up, QA, and launch campaigns in the CRM platform (MoEngage/Braze or similar).
• Track and analyze campaign performance (open rate, CTR, revenue, etc.).
• Run A/B and multivariate tests on subject lines, creatives, incentives, send times, and segments.

Skills

Customer lifecycle

Segmentation

Retention strategies

CRM platforms

Data analysis

A/B testing

Copywriting

Localization content

Organization

Stakeholder management

Data privacy

E-commerce CRM

Cantonese/Mandarin

Education

Bachelor’s degree in Marketing/Business/Communications

Tools

MoEngage

Braze

Iterable

Klaviyo

Job description

RESPONSIBILITIES:

1. Campaign Planning & Execution

• Leading the content calendar and execution of CRM campaigns (newsletters, promotions, reactivation, etc.) using CRM channels like emails/push notifications and more in Malaysia, Singapore and Hong Kong.
• Build targeting segments based on behavior, preferences, and commercial priorities.
• Coordinate campaign calendars with marketing, onsite, performance marketing, and commercial teams to ensure alignment on key campaigns, launches, and events.
• Set up, QA, and launch campaigns in the CRM platform (e.g., MoEngage/Braze or similar), including audience, content, scheduling, and experiment variants.

2. Performance Analysis & Optimization

• Track and analyze campaign performance (open rate, CTR, conversion, revenue, unsubscribe, spam complaints, etc.) and derive actionable insights.
• Run A/B and multivariate tests on subject lines, creatives, incentives, send times, and segments to continuously improve performance.
• Prepare regular performance reports and present key learnings and recommendations to stakeholders.

REQUIREMENTS:

• Bachelor’s degree in Marketing, Business, Communications or a related field.
• 3 - 5 years of hands‑on experience in CRM / retention marketing, ideally in e‑commerce, retail, or digital subscription businesses.
• Proven track record running multi‑channel campaigns (email + push; SMS/WhatsApp/app inbox is a plus).

Skills & Competencies

• Strong understanding of customer lifecycle, segmentation, and retention strategies.
• Hands‑on experience with at least one CRM/Marketing Automation platform (e.g., MoEngage, Braze, Iterable, Klaviyo, etc.).
• Comfortable working with data: able to read dashboards, work with basic spreadsheets, and interpret metrics to make recommendations.
• Experience with A/B testing and experimentation.
• Good copy sense and ability to localize/brief content and creatives that resonate with target audiences.
• Detail‑oriented with strong organizational skills; able to manage multiple campaigns and deadlines simultaneously.
• Excellent communication and stakeholder management skills; able to work with regional and local teams.
• Basic understanding of data privacy and consent regulations related to marketing communications is an advantage.
• Experience with e‑commerce or fashion/retail CRM.
• Copywriting and translations in Cantonese/Mandarin.

Wonder how it's like to build your career with ZALORA? Inspired by employees, we believe you'll be in for:

• An exciting platform to make your success story
• Have the utmost care for your mental and physical wellbeing
• Flexibility weaved into your lifestyle
• A seamless work environment with a friendly & team-fueled culture
• Career growth aligned to your professional and personal needs and goals

Want to stay ahead with our developments? Follow us at our LinkedIn page and know more about us from our career website.

The ZALORA Story

ZALORA is Asia’s leading online fashion, beauty, and lifestyle destination, and part of Global Fashion Group. As one of the region’s pioneering large-scale e-commerce platforms, ZALORA has established a strong presence across Southeast Asia, with key markets in Singapore, Indonesia, Malaysia, the Philippines, and Hong Kong, and receives over 50 million visits monthly.

ZALORA does not accept resumes or candidate submissions from third parties for any position, whether advertised or otherwise, unless ZALORA has entered into a valid written agreement with such third party and has expressly requested candidate referrals.

Any third party that submits unsolicited candidate information, resumes, or profiles without prior written authorization from ZALORA agrees that it has no entitlement to any placement fee, referral fee, or other compensation, even if the candidate is later hired or engaged by ZALORA or Global Fashion Group.

Consent Disclaimer

By submitting your application for this role, you consent to ZALORA collecting, using, processing, and disclosing the personal data contained in your application and any supporting documents for recruitment-related purposes, including assessing and evaluating your suitability for the present role and for other positions and career opportunities within ZALORA. Your personal data may be shared within the ZALORA Group and with authorized third-party service providers on a need-to-know basis for these purposes.

Where applicable, your personal data may also be stored or processed on systems or servers operated by ZALORA’s service providers, including providers located outside the jurisdiction in which your data was collected. You may request access to or correction of your personal data held by ZALORA by contacting the relevant ZALORA contact point or Data Protection Officer.