CRM Strategy Manager

Publicis Groupe Holdings B.V; Kuala Lumpur; Hybrid; MYR 60,000 - 80,000; Full time

Job summary

A leading marketing agency in Kuala Lumpur is seeking a CRM Strategy Manager to lead CRM strategies that enhance customer engagement. You will develop omni-channel engagement approaches and collaborate with cross-functional teams to deliver impactful programs aligned with client objectives. The role requires 3-5 years in CRM and digital marketing, leveraging data insights to drive results. Competitive benefits and a hybrid working schedule are offered, making this an exciting opportunity for an innovative strategist.

Benefits

Generous leave entitlements

Cashless comprehensive medical coverage

Life and personal accident insurance

Hybrid working schedule

Phone Allowance

Qualifications

• 3-5 years of work experience in CRM and/or digital marketing.
• Extensive experience with 1st and 3rd party data.
• Strong strategy and analytics skills.
• Ability to interpret data and customer insights.
• Knowledge of MarkTech and digital experience platforms.
• Comfortable in agile/sprint-based approaches.
• Exceptional communication and organizational skills.

Responsibilities

• Lead end-to-end CRM strategy aligned with business KPIs.
• Develop omni-channel engagement strategies.
• Craft strategic CRM briefs and innovative campaigns.
• Monitor cultural and market shifts for actionable insights.
• Design differentiated loyalty programs with clients.
• Lead cross-functional teams for program alignment.
• Present strategic recommendations to clients.

Skills

CRM and digital marketing

Audience segmentation

Strategy and analytics

Data interpretation

Marketing technologies knowledge

Collaboration in agile environments

Communication and organizational skills

Tools

Salesforce Marketing Cloud

Job description

Digitas is a highly-caffeinated playground where brilliant minds come together to create data-led digital business and marketing solutions through advertising campaigns and media experiences that bring bold, award-winning ideas to life.

Strategy at Digitas is a cross agency multi-disciplinary team of Data, Social, Experience, Brand, Connections & CRM Strategy experts, unified by a shared ambition to inspire ideas that move people.

To further accelerate this ambition, we are looking for an outstanding CRM Strategy Manager – someone who champions a modern approach to connected CRM experiences for brands, who understands consumer behaviour and context, and orchestrates strategic communications to define how brands connect to people in a digital world.

Overview

What you’ll do:

As an CRM Strategy Manager, your expertise in designing impactful direct engagements will be leveraged to provide strategic guidance on key client initiatives, working closely with the Associate Strategy Director. With a deep, insight-driven understanding of consumers’ environments, priorities, motivators, and pain points, you will play a pivotal role in shaping CRM strategies that deliver meaningful experiences. You will ensure that programmes and engagements are not only relevant to consumer needs but also directly aligned to clients’ overarching business objectives, driving measurable impact and competitive advantage.

Responsibilities

Day-to-day, your role includes:

• Lead end-to‑end CRM strategy, translating analytics and behavioral insights into high‑impact CRM programs that align with core business KPIs.
• Develop omni‑channel engagement strategies across email, mobile, web, social, and emerging touchpoints, ensuring seamless, insight‑driven customer experiences.
• Craft strategic CRM briefs and thought leadership, turning data and cultural trends into innovative campaigns that differentiate the brand.
• Monitor cultural, digital, and market shifts, providing clients and internal teams with actionable perspectives to anticipate customer needs.
• Collaborate with clients to design differentiated loyalty programs, member benefits, and feature enhancements that drive engagement, retention, and business growth.
• Lead cross‑functional teams to align on strategy, oversee implementation, and ensure programs deliver measurable outcomes.
• Confidently present strategic recommendations and lead discussions with clients and internal stakeholders, influencing decisions and driving business results.

Qualifications

This role will require strong, impactful work experience, which typically includes:

• 3‑5 years of work experience in CRM and/or digital marketing
• Extensive experience informing audience segments by leveraging 1st and 3rd party data
• Strong strategy and analytics skills, with an advanced understanding of success metric
• Ability in interpreting data and customer insights to inform CRM strategies and programs, aligned to business targets
• Up‑to‑date knowledge of marketing technologies (MarTech) and digital experience platforms spanning Paid, Owned and Earned / social media – email automation tools (E.g. Sales Force Marketing Cloud, etc)
• A collaborator comfortable in agile‑ or sprint‑based approaches, willing to work in real time
• An all‑around professional with exceptional communication, organizational and time management skills, and the flexibility to adapt quickly to change

Additional information

• Generous leave entitlements, including birthday leave, rest day and family care leave.
• Office closure for World Mental Health Day 10th October.
• Additional Company closure for all 4 major festive Celebrations
• Cashless comprehensive medical coverage, including access to a panel clinic, dental and optical care.
• Life and personal accident insurance and group hospitalization and surgery.
• A hybrid working schedule and with Friday disconnects.
• Rest Relax & Recharge - office closure last week of December every year.
• Phone Allowance