We are seeking a dynamic Head of CRM/Lifecycle Marketing to maximize customer lifetime value and drive revenue from our user base across Singapore, Indonesia, Malaysia, Vietnam, and Thailand. This role combines strategic leadership with hands-on execution, focusing on engaging, retaining, and nurturing customers through innovative multi-channel marketing campaigns.
Responsibilities
- User Engagement and Retention: Develop and execute strategies to increase user engagement and retention through personalized multi-channel campaigns (email, messaging apps like WhatsApp/LINE/Zalo, and app notifications).
- Lifecycle Nurturing: Implement and optimize automated workflows for nurturing customers at various stages of their lifecycle, enhancing the customer journey and improving long-term engagement.
- Segmentation and Personalization: Implement advanced segmentation strategies to tailor communications and offers, increasing the relevance and effectiveness of campaigns.
- Revenue Generation: Achieve revenue targets by designing and executing upsell and cross-sell strategies, continually proposing new offers or bundles to enhance takeup rates and revenue.
- Optimization through Testing: Conduct A/B testing to refine messaging and promotional offers, ensuring optimal engagement and conversion rates.
- Data-Driven Insights: Monitor, analyze, and report on campaign performance with a focus on ROI, leveraging on Customer Data Platform to drive continuous improvement in CRM strategies.
- Collaboration and Alignment: Work closely with the wider marketing team to ensure CRM efforts are aligned with overall marketing objectives and company goals.
- Team Leadership: Lead, mentor, and grow a small team of CRM marketing specialists, fostering a culture of innovation and continuous learning.
- Data Enrichment: Continuously seek methods to enhance data collection processes to improve customer segmentation and personalization efforts.
- Compliance: Ensure all activities adhere to data protection regulations and laws across all operational markets.
Requirements
- Proven CRM Leadership: Demonstrated success in achieving ambitious revenue targets by effectively engaging and nurturing an existing customer base.
- Experience: Minimum 8 years in CRM/Lifecycle Marketing, with a deep understanding of user engagement and retention strategies.
- People Management: Experience in leading and developing teams, with a proven ability to inspire and drive performance.
- Technical Proficiency: Strong familiarity with CRM & CDP technologies and digital communication channels, particularly in Southeast Asia markets.
- Hands-On Approach: Willingness to be operationally involved in both strategic planning and day-to-day execution.
This is a full-time role based in Singapore. Only open to applicants based in Singapore
