CRM Senior Manager

ZALORA Group; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading fashion e-commerce company in Kuala Lumpur is seeking a CRM Manager to oversee marketing strategies across multiple APAC markets. The ideal candidate will have over 7 years of experience in CRM marketing, strong technical skills with CRM tools, and excellent stakeholder management capabilities. This role involves developing effective CRM strategies and leading a team dedicated to driving customer engagement and loyalty.

Benefits

Dynamic and collaborative work environment

Opportunities for professional growth

Impact on APAC markets

Qualifications

• 7+ years of experience in CRM marketing, preferably in e-commerce.
• Proven track record managing CRM across multiple markets.
• Strong technical skills and proficiency with GenAI.

Responsibilities

• Develop and execute CRM strategies aligned with business goals.
• Build strong relationships with internal stakeholders.
• Plan and implement CRM campaigns to enhance customer retention.

Skills

CRM strategy development

Stakeholder management

Campaign management

Technical expertise with CRM tools

Data-driven analysis

People management

Education

Bachelor's degree in marketing or related field

Tools

CRM tools (e.g., Segment, MoEngage)

Job description

Overview

We are seeking a dynamic and experienced CRM Manager based in KL, Malaysia to oversee our CRM marketing strategies for the markets of Philippines, Indonesia, Malaysia, Singapore and Hong Kong. The ideal candidate will have a strong technical background, excellent stakeholder management skills, and a creative, can-do mindset. This role requires the ability to manage multiple projects simultaneously and deliver impactful CRM campaigns that drive customer engagement and loyalty for platform growth/retention.

Responsibilities

• CRM Strategy: Develop and execute CRM strategies aligned with ZALORA’s customer acquisition and retention goals. Work closely with the growth marketing, technology and product teams to ensure ZALORA’s key customer engagement metrics are met across email, push and in-app channels.
• Stakeholder Management: Build and maintain strong relationships with internal stakeholders, including country teams, marketing teams, and external partners. Communicate CRM strategies, goals, and performance effectively to senior management and other key stakeholders. Align CRM strategy and execution with Commercial goals of the organization including planning major campaigns and executing by the hour.
• Campaign Management: Plan and implement CRM campaigns across channels (email, in-app, push notifications, etc.) to enhance customer retention and loyalty. Measure and improve campaign performance, learning and improving both strategy and execution continuously across all 5 ZALORA markets.
• Technical Expertise: Utilize CRM tools and platforms (e.g., Segment, MoEngage) to manage customer data, segment audiences, and automate campaigns. Be data-driven with a strong push for continuous automation (90-10 split between automated and manual campaigns). Be comfortable working with LLMs, with skill at prompting for campaign copy and creatives.
• People Manager: Lead and manage a team of CRM professionals across 4 locations, providing direction, support, and development opportunities. Conduct regular performance reviews, set goals, and create development plans for team members. Foster a positive and collaborative team environment, encouraging innovation and continuous improvement.

Requirements

• Bachelor’s degree in marketing, Business, or a related field.
• 7+ years of experience in CRM marketing, preferably within the e-commerce industry.
• Proven track record of managing CRM strategies and campaigns across multiple markets.
• Strong technical and GenAI skills, including proficiency with CRM tools and platforms and with popular LLMs.
• Excellent stakeholder management and communication skills.
• Strong program management skills, with the ability to handle multiple projects simultaneously.
• Experience in leading and managing a team, with strong people management.
• Data-driven mindset with the ability to analyze performance metrics and derive actionable insights.
• A technical background (computer science/product management/data) is a plus.

What We Offer

• A dynamic and collaborative work environment.
• Opportunities for professional growth and development.
• The chance to make a significant impact on the growth and success of Zalora's CRM marketing efforts in APAC markets + global exposure.

The ZALORA Story

ZALORA is Asia’s Online Fashion Destination. Founded in 2012, the company has a presence in Singapore, Indonesia, Malaysia, the Philippines, Hong Kong. ZALORA is part of Global Fashion Group, the world's leader in online fashion for emerging markets. ZALORA offers an extensive collection of top international and local brands and products across apparel, shoes, accessories, and beauty categories for men and women. Offering up to 30-day free returns, speedy deliveries as fast as 3 hours, free delivery over a certain spend, and multiple payment methods including cash-on-delivery, ZALORA is the online shopping destination with endless fashion possibilities.

ZALORA is not obligated to accept resumes from any third parties on behalf of potential candidates for any position (advertised or otherwise) by any means, unless ZALORA has executed a written agreement with such third party and has expressly requested such third party for candidate referrals. Third parties who provide unsolicited resumes of candidate(s) shall waive and forfeit all rights to claim for any placement fees or referral fees in the event that such candidate is eventually engaged or employed by ZALORA or Global Fashion Group.