Head of Growth & Customer Strategy

Ex Group Pte. Ltd.; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

A leading company in Singapore is looking for a Growth Strategy Manager to drive full-funnel growth plans and optimize customer journeys. This role requires collaboration across functions, with a focus on data analytics to enhance customer experience and satisfaction. The ideal candidate will have extensive experience in CRM, digital marketing, and growth strategies, playing a key role in achieving strategic business objectives.

Qualifications

• 6–10 years of experience in growth strategy, CRM, or digital marketing.
• Experience in funnel optimization and retention programs.
• Proven cross-functional leadership skills.

Responsibilities

• Design and execute full-funnel growth plans.
• Map and refine the customer journey.
• Lead CRM segmentation and performance analysis.

Skills

Analytical skills

Data visualization

Cross-functional leadership

Tools

CRM platforms

Google Analytics

BI tools

Job description

Key Responsibilities

Growth Strategy & Execution

• Design and execute full-funnel growth plans—from acquisition to upsell and retention

• Launch multi-channel campaigns tailored to segmented customer profiles with measurable ROI

• Identify and test scalable growth levers (e.g., membership models, referral programs, seasonal offers)

Customer Journey & Experience Optimization

• Map and refine the customer journey across both digital and physical channels

• Proactively identify churn risks and optimize NPS and satisfaction at critical points (e.g., onboarding, feedback, service recovery)

• Collaborate with Marketing, CSO, and Operations to deliver a cohesive customer experience strategy

Data & Performance Analytics

• Lead CRM segmentation, behavioral data tracking, and funnel performance analysis

• Build and maintain dashboards for key metrics such as LTV (Lifetime Value), CAC (Customer Acquisition Cost), and repeat purchase rate

• Convert insights into actionable strategies that drive growth and improve retention

CRM, Automation & Loyalty

• Manage CRM workflows, push automation, and retention trigger flows

• Build and enhance loyalty, referral, and membership programs backed by data insights

• Partner with PMO and IT to ensure system integration supports personalization and engagement

Cross-Functional Collaboration

• Align with Brand Managers, COO, and HRD to tie growth targets with operational and incentive plans

• Support and train frontline teams in upselling, campaign execution, and customer data usage

• Report to the CEO on strategic opportunities, campaign outcomes, and long-term growth plans

Key Requirements

• 6–10 years of experience in growth strategy, CRM, digital marketing, or customer lifecycle roles

• Strong analytical and data visualization abilities (e.g., CRM platforms, Google Analytics, BI tools)

• Proven experience in funnel optimization, retention programs, and lifecycle marketing

• Demonstrated success in cross-functional leadership and improving customer LTV or engagement metrics