Manager - Loyalty and Customer Experience, Asia Pacific

Groupe Clarins; Singapore; Hybrid; SGD 120,000 - 180,000; Full time

Benefits offered by this job

Remote work up to 1 day per week

Development and training opportunities

Attractive compensation and benefits

Flexible work environment

Job summary

Groupe Clarins seeks a Manager - Loyalty & Customer Experience to lead the Club Clarins loyalty program across APAC, driving value, profitability, and omnichannel execution. You will partner with global and regional teams to implement best practices, optimize tiers and rewards, and translate insights into improvements that strengthen member loyalty and business performance.

You will guide regional loyalty projects, deliver training, and monitor KPIs while shaping a customer-centric experience

Qualifications

• Bachelor's degree in Business, Marketing, Customer Experience, or related discipline.
• Minimum 5 years of hands-on experience managing points-based loyalty programs.
• Experience in retail, beauty, luxury, FMCG, or other consumer-facing industries, preferably regional/international.
• Proven ability to leverage customer and business data to drive loyalty performance and engagement.
• Strong understanding of loyalty platforms, CRM, rewards mechanics, and customer engagement strategies.
• Hands-on experience with Customer Experience platforms (e.g. Qualtrics) and loyalty analytics.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Project management experience with multiple initiatives and stakeholders.

Responsibilities

• Lead loyalty strategy, optimize Club Clarins program, and drive profitability across APAC.
• Develop regional playbooks, governance guidelines, and toolkits for consistent execution.
• Oversee omnichannel loyalty initiatives across Retail, E‑commerce, and partners.
• Monitor CX metrics (NPS, surveys) and drive continuous improvement.
• Collaborate with global teams to roll out regional and global loyalty initiatives.

Skills

Loyalty strategy

APAC regional leadership

Data-driven decisions

CX optimization

CRM & loyalty platforms

Qualtrics

Loyalty analytics

Project management

Analytical thinking

Education

Bachelor's degree (Business/Marketing/Customer Experience)

Tools

Qualtrics

CRM platforms

Loyalty analytics tools

Job description

The Manager - Loyalty & Customer Experience, Asia Pacific is responsible for driving a best-in-class, commercially sustainable Club Clarins loyalty ecosystem across APAC. This role will optimize loyalty strategy, member engagement, and customer experience by enhancing program value, profitability, and omnichannel execution.

Working closely with global, regional, and local teams, you will lead loyalty initiatives, develop regional best practices, support market implementation, and transform customer insights into actionable improvements that strengthen member loyalty and long-term business performance.

Loyalty Strategy & Performance Management

• Drive the continuous enhancement of the Club Clarins loyalty program to improve member acquisition, engagement, retention, and profitability.
• Optimize tier structures, rewards, benefits, and program mechanics based on customer insights and commercial 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 managing program costs.
• Assess the effectiveness of program mechanics (e.g. birthday rewards, milestone benefits, recycling initiatives) and recommend improvements.
• Partner with Regional Finance to monitor program P&L and drive sustainable profitability.

Loyalty Excellence & Market Enablement

• Act as the APAC subject matter expert for loyalty, providing strategic guidance and best practices across markets.
• Develop regional playbooks, governance guidelines, and toolkits to ensure consistent execution of Club Clarins.
• Design and deliver training in partnership with Analytics to improve market adoption and usage of loyalty dashboards.
• Drive omnichannel implementation of loyalty initiatives across Retail, E-commerce, and relevant third-party channels.
• Monitor industry trends, customer expectations, and competitor loyalty programs to identify innovation opportunities.

Regional & Global Project Management

• Lead APAC loyalty projects and represent regional business needs in global initiatives.
• Drive the successful rollout of regional and global loyalty initiatives across APAC markets.
• Lead the biannual Members' Days campaign, including toolkit development, execution, and post-campaign evaluation.
• Partner with global and local stakeholders to ensure successful implementation of loyalty enhancements.

Customer Experience & Voice of Customer

• Lead Customer Experience initiatives across APAC, including NPS, customer surveys, and insight generation.
• Own the regional Customer Experience platform (Qualtrics) and collaborate with global teams on continuous platform enhancement.
• Translate customer insights into actionable recommendations and improvement plans across key customer touchpoints.
• Monitor Customer Care and NPS performance, providing regular reporting and driving continuous improvement initiatives.
• Facilitate regular regional CX reviews to ensure accountability and follow-through across markets.

About You:

• Bachelor's degree in Business, Marketing, Customer Experience, or a related discipline.
• Minimum 5 years of hands-on experience managing points-based loyalty programs.
• Experience in retail, beauty, luxury, FMCG, or other consumer-facing industries, preferably within a regional or international organization.
• Proven ability to leverage customer and business data to drive loyalty performance, customer engagement, and continuous improvement.
• Strong understanding of loyalty platforms, CRM, rewards mechanics, and customer engagement strategies.
• Hands-on experience with Customer Experience platforms (e.g. Qualtrics) and loyalty analytics.
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.
• Project management experience, with the ability to manage multiple initiatives and stakeholders.

WeHave:

• Over 70 years of expertise in beauty and spa, with the Clarins and myBlend brands
• Uniqueproductsandinnovativeservices
• AcommitmenttoSocial&EnvironmentalResponsibilityembeddedinourraisond’être
• Acaringandinclusivecorporateculture
• Developmentandtrainingopportunities
• Attractivecompensationandbenefits
• Aflexibleworkenvironment,withupto1dayofremoteworkingperweek

Ifyouhaveacuriousmind,athirsttogofurther,andthedrivetoboldlytakeonnewchallenges,joinus.

AboutClarinsGroup

AB-Corpcertifiedgloballeadingskincareandmake-upcompany,Clarinsgroupistheembodimentofacommittedfamilyhistory,withafiercepassionforinnovationandspiritofindependence.Ourpurpose"makinglifemorebeautiful,passingonamorebeautifulplanet,"isacorecommitmentoutlinedinourby-laws.

Operatinginmorethan150countriesthankstoour8,000employeesworldwide,wearenowthenumberoneskincarecompanyinEuropeandareacceleratingourdevelopmentonallothercontinents,particularlyinAsiaandtheAmericas.

InlinewithourdualCSRmissionof‘Caringforpeople,caringfortheplanet’wetakeprideinofferingarewardingyetchallengingworkenvironmentwhereeveryonecanthrive.

ThiscultureallowedustoachievethecertificationofForbes'World’sBestEmployers2024,Forbes'World’sBestEmployers2024forWomen.

Tolearnmoreaboutourgroupandourcommitmentstopeople,visitwww.groupeclarins.com.

Equalopportunityemployer

Webelieveinmakinglifemorebeautifulforouremployeesandourcustomers.

Inclusionanddiversityarefirmlygroundedinourcorevalues.Westrivetoachieveinclusiveness,andwefosteranequal-opportunityculturewhereeveryonecanreachtheirfullpotentialanddotheirbestwork.

WewelcomeapplicationsfromallbackgroundsandareamemberoftheILO(InternationalLaborOrganization)andtheEmployersNetworkforEquityandInclusion(ENEI).