Location: SingaporeMarkets Covered: Singapore, Malaysia, and Southeast Asia
Job OverviewWe are seeking an experienced CRM Assistant Manager to join our team on a 12-month contract. The ideal candidate will have at least 5 years of CRM experience, preferably in retail B2C, and familiarity with Salesforce Marketing Cloud, Loyalty Cloud, and Service Cloud. This role will be responsible for CRM roadmap planning, campaign execution, analytics and reporting, data coordination, and cross-team communication. You will play a key role in driving personalized customer engagement, from acquisition, repeat purchases, retention to brand loyalty across multiple touchpoints.
Key Responsibilities1. CRM Program & Campaign PlanningDevelop and manage the CRM program roadmap and activity calendar to boost sales growth.Ensure all CRM initiatives are on-brand, targeted, and personalizedCollaborate closely with internal teams (e.g., retail stores, customer service, ecommerce) to deliver a seamless omnichannel customer experience.Explore and evaluate external partnerships to deliver customer benefits and improve program attractiveness.2. CRM Activities ExecutionDesign full funnel customer journey, including offerings, experiences and communications.Execute CRM activities using Salesforce Marketing Cloud, Loyalty Cloud, and Service Cloud (where applicable).Manage automated journeys, lifecycle communications, segmentation, and customer engagement flows.Align with key stakeholders on all strategies and tactics and end to end coordination3. Project Management & UATPartner with technical vendors and internal IT team to implement CRM campaigns, enhancements, and system improvements.Develop clear business requirements and conduct User Acceptance Testing (UAT) to ensure successful deployment of CRM features and Salesforce-related projects.4. Analytics & ReportingExtract, analyze, and interpret CRM data to support business decisions.Track and evaluate performance of CRM campaigns, lifecycle activities, and loyalty program metrics.
General Responsibilities1. User SupportAddress user inquiries, incidents, and service requests related to CRM platforms.Troubleshoot issues and provide guidance on CRM functions.2. Issue ResolutionInvestigate root causes of system or data issues with vendors and IT team.Work with cross-functional teams to implement timely resolutions.3. Business KPI Performance ReviewMonitor and report on CRM KPIs, including customer recruitment, up-tier performance, sales impact, AOV, lifecycle engagement, and customer growth.4. Quality AssuranceConduct periodic audits to ensure data accuracy, data integrity, and compliance with CRM processes.5. Security & ComplianceSupport adherence to data privacy regulations and company security policies.6. Continuous LearningStay updated on new Salesforce capabilities, releases, and industry trends.
RequirementsMinimum 5 years of CRM experience, preferably in the retail B2C industry.Strong understanding of CRM strategy and execution, covering loyalty programs, personalized communications, and lifecycle management.Hands-on experience with Salesforce Marketing Cloud; experience with Loyalty Cloud and Service Cloud is a plus.Experience in running CRM projects, campaigns, and UAT.Strong coordination and communication skills to work effectively with cross-functional teams.Self-motivated, detail-oriented, and able to manage multiple tasks in a fast-paced environment.
Job OverviewWe are seeking a Senior CRM Executive to join the team on a 12-month contract during the roll-out stage of the CRM program and continue to support local markets to enhance CRM programs across the region.The Contract Employee’s day-to-day tasks will include report extraction, analytics, data coordination, business planning/review, communication with various teams, and testing.
Key Responsibilities1. CRM Program Support & CoordinationCoordinate with different teams to set up projects, gather required data, and ensure smooth data flow.Assist with Salesforce Marketing Cloud, Loyalty Cloud, and Service Cloud functionalities, where applicable.Conduct User Acceptance Testing (UAT) for the Salesforce CRM program during the roll-out stage.Support end-users with Salesforce-related cloud inquiries and issues.2. Analytics & ReportingExtract reports and perform data analytics to support decision-making and generate revenue from CRM activities and loyalty programs.
General Responsibilities1. User SupportRespond promptly to user inquiries, incidents, and service requests related to the CRM program.Address queries, troubleshoot problems, and guide users through the platform's functionalities.2. Issue ResolutionInvestigate and diagnose reported issues to determine the root cause.Collaborate with relevant teams to implement timely and effective resolutions.3. System MaintenancePerform routine system maintenance tasks, including data cleaning, data uploads, and system configuration changes, to ensure data integrity and system stability.4. Training and OnboardingConduct training sessions and provide onboarding support to new users, ensuring they understand Salesforce CRM features and best practices.5. DocumentationCreate and maintain comprehensive documentation, including user guides, FAQs, and knowledge base articles, to facilitate self-service support options for users.6. Enhancements and CustomizationsCollaborate with the development team to identify opportunities for system enhancements and customizations to meet business requirements.7. Business KPI Performance ReviewMonitor recruitment, up-tier performance, and how CRM initiatives increase sales, number of customers, average order value, and lifecycle activities.8. Quality AssuranceEnsure the accuracy and quality of data within Salesforce clouds by conducting regular data audits and validation checks.9. Security and ComplianceAssist in ensuring CRM compliance with data privacy regulations and company security standards.10. Continuous LearningStay up to date with Salesforce updates, new features, and industry best practices to leverage the platform's full potential.
RequirementsMinimum 3 years of experience in CRM, loyalty programs, or lifecycle marketing.
