Associate Manager, CRM Campaign Operations (SEA Pod Lead), Singapore

KLOOK; Singapore; Hybrid; SGD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Klook is seeking an analytical, execution-driven Assistant Manager to head the SEA CRM Pod. In a hybrid Player-Coach setup, you will manage a small team while owning day-to-day CRM operations across SEA markets, ensuring adherence to global SLAs, and driving incremental sales growth through Push, Email, and localised messaging networks.

You will design scalable workflows, enforce governance, and partner with regional leads to translate commercial goals into actionable roadmaps, balancing

Qualifications

• 3–5+ years in CRM, Lifecycle Marketing or Campaign Operations.
• 2) At least 1 year in people management or mentoring teams.
• 3) Hands-on experience with enterprise marketing automation platforms.
• 4) Strong data analysis, segmentation and analytics skills (SQL/Looker a plus).
• 5) Fluent English; SEA regional language skills are a plus.

Responsibilities

• Lead and mentor a small team of 1–2 Associates, overseeing workload, QA, and development.

Skills

CRM Lifecycle Marketing

Team Leadership

Campaign Operations

Data Analytics

A/B Testing

Tools

Iterable

Braze

Salesforce Marketing Cloud

MoEngage

Adobe Campaign

Looker

SQL

Job description

About The Role

We are looking for an analytical, execution-driven, and strategic Assistant Manager to lead our newly established South East Asia (SEA) CRM Pod. In this hybrid "Player-Coach" role, you will manage a team of 1-2 Senior Associates/Associates while directly running day-to-day CRM operations for SEA markets. You will act as the operational backbone for the region - overseeing localised campaign execution, enforcing global governance SLAs, optimising channel efficiency (Push, Email and Localised Messaging Networks i.e. WhatsApp/LINE), and partnering with local commercial heads to drive incremental sales growth.

What You'll Do

Pod Leadership & Governance

• Team Leadership: Manage, mentor, and upskill a team of 1-2 Senior Associates/Associates, overseeing workload distribution, campaign quality assurance, and personal development.
• Operational SLA Enforcement: Serve as the gatekeeper for the SEA CRM pipeline - enforcing brief lead times, standardised intake workflows, channel send caps, and campaign slot allocations across all SEA markets.
• Stakeholder Alignment: Act as the primary point of contact for local SEA Country Managers, Marketing Leads, and other business teams, translating commercial goals into execution roadmaps.

Operational Strategy & Framework Design

• Workflow Automation & SOPs: Architect, implement, and refine scalable operational frameworks and SOPs. Build automated workflows (e.g., auto-populating briefs into master campaign calendars, automated content setup triggers) to minimise manual configuration time and eliminate operational friction.
• SLA & Ingestion Architecture: Design and enforce clear Service Level Agreements (SLAs), Tiered brief lead times, and emergency send cutoffs to protect pod bandwidth and prevent last-minute ad-hoc requests.
• Process Standardisation & Playbooking: Package operational wins, channel guardrails, and intake pilots into standardised regional playbooks that can be easily scaled and replicated across new or long-tail SEA markets.

Hands-on Market Execution

• Market Ownership: Directly own end-to-end CRM campaign planning, audience building, setup, QA, and deployment for designated SEA markets.
• Channel Management: Manage high-velocity multi-channel send rhythms across Push notifications, Email layouts, and regional messaging networks (e.g., WhatsApp/LINE where applicable).
• Localisation & Compliance: Ensure localised copywriting, currency formatting, and asset configurations meet high-quality UX standards and central brand guidelines.

Campaign Optimisation & Performance Analytics

• Experimentation Framework: Design and execute structured A/B tests (copy, send timing, value hooks, mechanics) and mandate 5%-10% holdback control groups to measure clean incremental sales lift.
• Channel Efficiency: Monitor key daily performance metrics (Push OR, Email OR, Email CTOR, Rev/1k messages) to optimise audience segmentation and prevent database fatigue.
• Reporting & Reporting Tools: Work with data analytics to set up automated dashboards, analyse campaign post-mortems, and deliver actionable insights in monthly business reviews.

What You'll Need

• Experience: 3-5+ years of hands-on experience in CRM, Lifecycle Marketing, or Campaign Operations, with at least 1 year of experience managing, mentoring, or leading team members.
• Technical Mastery: Hands-on expertise in enterprise Marketing Automation & CDP platforms (e.g., Iterable, Braze, Salesforce Marketing Cloud, Adobe Campaign, MoEngage or Segment).
• Data & Analytics Aptitude: Highly comfortable working with performance data, segmentation attributes, and analytics tools. Understanding of Google Analytics, Looker dashboarding, Tableau, and basic SQL is a strong advantage.
• Hybrid Execution Mindset: Comfortable balancing high-level team management and stakeholder negotiation with ground-level technical campaign setup and QA.
• Process & SLA Discipline: Demonstrated ability to build, enforce, and optimise operational workflows, SLA matrices, and intake frameworks.
• Language Skills: Fluency in written and spoken English. Additional SEA regional language skills (e.g., Mandarin, Bahasa Indonesia, Thai, or Vietnamese) are a plus.