Senior Executive - Customer Relationship Management

ZALORA Group; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading e-commerce company is seeking a Senior Executive, CRM to plan, execute, and optimize customer communication campaigns across channels to enhance engagement and retention. The ideal candidate will have 3-5 years of hands-on experience in CRM marketing, expertise in multi-channel campaigns including email and push notifications, and strong data analysis skills. This role requires collaboration with various teams and a good understanding of customer lifecycle strategies. Competitive compensation is offered.

Qualifications

• 3–5 years of hands-on experience in CRM/retention marketing, ideally in e-commerce or retail.
• Proven track record running multi-channel campaigns including email and push notifications.
• Comfortable working with data, able to read dashboards and interpret metrics.

Responsibilities

• Plan and execute CRM campaigns across multiple channels.
• Track and analyze campaign performance metrics to derive actionable insights.
• Collaborate with Data/Analytics to refine key customer segments.

Skills

Customer lifecycle understanding

CRM/Marketing Automation platform experience

Data analysis capabilities

A/B testing experience

Strong communication skills

Detail-oriented

Education

Bachelor’s degree in Marketing, Business, Communications, Statistics, or related field

Tools

MoEngage

Braze

Salesforce Marketing Cloud

Iterable

Klaviyo

Job description

Overview

The Senior Executive, CRM is responsible for planning, executing, and optimizing customer communication campaigns across channels (email, push notifications, in‑app messages, SMS/Viber, etc.) to drive customer engagement, retention, and lifetime value. You will work closely with Marketing, Data/Analytics, and Onsite teams to turn customer insights into relevant, personalized journeys and campaigns, ensuring a seamless experience throughout the customer lifecycle.

1. Responsibilities

• Plan and execute CRM campaigns (newsletters, promotions, reactivation, win‑back, etc.) in email and channels.
• Build targeting segments based on behavior, preferences, and business 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.
• Lead the planning, negotiation, and execution of strategic marketing partnerships across banks, payment networks, lifestyle brands, and non‑endemic sectors.

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.

3. Data, Segmentation & Personalization

• Partner with Data/Analytics to define, understand, and refine key customer segments and lifecycle stages.
• Use customer attributes, behaviors, and preferences to create personalized and dynamic content blocks.
• Ensure data used for CRM (events, attributes, flags) is accurate, documented, and used consistently across campaigns.

Requirements

• Education & Experience
• Bachelor’s degree in Marketing, Business, Communications, Statistics, 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, Salesforce Marketing Cloud, 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.

Nice to Have

• Experience with e‑commerce or fashion/retail CRM.
• Familiarity with SQL, Looker/Tableau, or similar analytics tools.
• Experience with loyalty programs or membership/subscribe‑and‑save models.

Note: The following company section has been removed from this refined description to focus on role-specific information. The original content included a description of ZALORA and a third‑party resume disclaimer not essential to the role responsibilities.