Senior CRM Executive

CHARLES & KEITH GROUP; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading fashion retail brand based in Singapore seeks a Senior Customer Relationship Management Executive. This role involves implementing CRM strategies to enhance customer engagement and optimize the customer experience. Candidates should hold a relevant bachelor's degree and possess at least 3 years of experience in CRM or loyalty marketing. Familiarity with CRM tools and strong analytical skills are essential for success in this position.

Qualifications

• Minimum 3 years of relevant experience in CRM or loyalty marketing.
• Strong knowledge of consumer and marketing trends.
• Keen sense of fashion and passion for the fashion industry.

Responsibilities

• Develop and implement CRM initiatives that grow customer engagement.
• Enhance customer lifecycle engagement and personalisation.
• Manage high impact projects end-to-end, ensuring timely implementation.

Skills

Campaign management

Customer retention

Analytical abilities

HTML content creation

Project management

Interpersonal skills

Education

Bachelor's degree in marketing, business, or related field

Tools

Braze

Salesforce Marketing Cloud

HubSpot

Job description

The Senior Customer Relationship Management Executive will play a key role in realizing the organisation’s CRM strategy. The individual is responsible for implementing programs and processes designed to enhance customer engagement and deliver an overall positive customer experience.

Job Responsibilities

• Develop and implement CRM initiatives that grow customer engagement and retention, in line with business objectives and overall CRM strategy.
• Enhance customer lifecycle engagement, customer journey, personalisation and CRM campaigns, championing a customer-centric approach.
• Drive innovation by exploring new features, channels, and loyalty benefits.
• Analyse customer data, behaviour and market trends to identify actionable insights that shape CRM initiatives.
• Manage high impact projects end-to-end, ensuring timely and successful implementation.
• Continuously track key performance metrics and measure the impact of CRM initiatives, to evaluate effectiveness and determine opportunities.
• Collaborate with internal stakeholders across Marketing, Ecommerce, Retail, Business Intelligence, IT and Customer Service; and external stakeholders.
• Manage vendor relationships effectively.
• Be the team’s point of contact towards CRM system requests. Evaluate if ideas are feasible and provide guidance and solutions where required in collaboration with IT and vendors.
• Coordinate development projects as end user for CRM systems such as Marketing Automation Tools, Customer Data Platforms, Customer Analysis Tools and Data Warehousing Tools.

Job Requirements

• Bachelor's degree in marketing, business, or a related field.
• Minimum 3 years of relevant experience in CRM or loyalty marketing in a fast-paced and dynamic environment.
• Proven experience and knowledge in campaign management, direct marketing, customer acquisition and loyalty.
• Strong knowledge of HTML and eDM content creation.
• Familiarity with CRM tools; hands-on experience with Braze / Salesforce Marketing Cloud / HubSpot / similar tools.
• Strong critical thinking and analytical abilities with the capacity to work effectively under pressure.
• Up-to-date knowledge of consumer and marketing trends.
• Excellent organisational and time management skills. Ability to manage multiple priorities.
• Expertise in IT Project cycles and Project Management Methodologies such as Agile.
• Collaborative team player, great interpersonal skills with positive learning attitude.
• Keen sense of fashion and a passion for the fashion industry.