APAC Loyalty & Customer Experience Lead

CLARINS PTE LTD; Singapore; Hybrid; SGD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible work environment (up to 1 day

Development and training opportunities

Attractive compensation and benefits

Job summary

CLARINS PTE LTD in Singapore seeks an Assistant Manager for Loyalty & Customer Experience to drive Club Clarins across APAC. You will optimize loyalty strategy, enhance member engagement, and transform customer insights into actionable improvements to boost profitability and long-term performance.

You will lead global and regional initiatives, develop playbooks, and deliver training to improve market adoption of loyalty dashboards, while partnering with Finance to monitor P&L and ensure

Qualifications

• Bachelor’s degree in Business, Marketing, Customer Experience, or a related discipline.
• Minimum 5 years of relevant experience, managing points-based loyalty programs.
• Experience in retail, beauty, luxury, FMCG, or other consumer-facing industries, preferably regional or international.
• Proven ability to leverage customer and business data to drive loyalty performance and engagement.
• Hands-on experience with Customer Experience platforms (e.g., Qualtrics) and loyalty analytics.

Responsibilities

• Drive continuous enhancement of the Club Clarins loyalty program across APAC to improve acquisition, engagement, retention and profitability.
• Optimize tier structures, rewards, benefits, and mechanics based on insights and performance.
• Establish and monitor KPIs to measure loyalty program effectiveness across APAC markets.
• Review market loyalty structures, reward catalogues, and gifting strategies to maximize member value while controlling costs.
• Assess program mechanics and recommend improvements (e.g., birthday rewards, milestone benefits).
• Partner with Regional Finance to monitor P&L and drive profitability.
• Act as APAC loyalty expert; develop regional playbooks, governance guidelines, and toolkits.
• Design and deliver training with Analytics to improve market adoption of loyalty dashboards.
• Drive omnichannel loyalty initiatives across Retail, E-commerce, and third-party channels.
• Monitor industry trends and competitor programs to identify opportunities.
• Lead APAC loyalty projects and regional/global rollouts; biannual Members' Days campaigns.
• Oversee Customer Experience initiatives: NPS, surveys, CX platform (Qualtrics) and insights.
• Translate customer insights into actionable recommendations; report on CX performance.

Skills

Loyalty program optimization

CRM & loyalty platforms

Qualtrics

Analytics

Project management

Stakeholder collaboration

Customer experience

Education

Bachelor's degree in Business, Marketing, Customer Experience, or related

Tools

Qualtrics

CRM software

Job description

CLARINS PTE LTD in Singapore seeks an Assistant Manager for Loyalty & Customer Experience to drive Club Clarins across APAC. You will optimize loyalty strategy, enhance member engagement, and transform customer insights into actionable improvements to boost profitability and long-term performance.

You will lead global and regional initiatives, develop playbooks, and deliver training to improve market adoption of loyalty dashboards, while partnering with Finance to monitor P&L and ensure