CRM Strategy Execution & Cross-Functional Collaboration

• Support the development and delivery of digital CRM initiatives across brands to support business goals and provide measurable value.

• Work closely with internal stakeholders—including brand teams, IT, and third-party partners—to ensure alignment with CRM strategy and seamless execution.

Data Management & System Enhancements

• Oversee CRM data structures, governance, and hygiene to ensure data accuracy, accessibility, and usability across teams.

• Collaborate with IT and third-party technical teams to design, test, and implement new data pipelines and system enhancements that improve automation, customer segmentation, and personalization capabilities.

Campaign Management

• Manage the end-to-end execution of CRM campaigns, ensuring timely, relevant, and personalized messaging across email, SMS, WhatsApp, and other customer-facing channels.

• Conduct behavior-based analysis and post-campaign reporting to generate insights and recommendations for future CRM initiatives.

Omnichannel & O2O Integration

• Implement and support Online-to-Offline (O2O) strategies to ensure consistent and seamless customer communication across all touchpoints.

• Enable integrated customer journeys by aligning CRM efforts with digital and in-store experiences.

WhatsApp Channel Acceleration

• Lead the integration of WhatsApp as a key engagement channel, including managing opt-in strategies, campaign flows, and compliance.

• Collaborate with brand teams to drive customer engagement and ROI through personalized WhatsApp interactions.

Analytics & Optimization

• Develop performance benchmarks for CRM campaigns and customer journeys, and recommend data-driven actions to improve communication effectiveness.

• Provide regular reporting and analytics to guide strategic decisions and campaign enhancements.

• Manage the creation and deployment of AI-driven predictive models that enhance targeting, personalization, and improve customer value.

Requirements:

• Bachelor’s Degree in Marketing, Information Technology or related discipline

• 5+ years of experience in CRM, preferably in Retail setting or experience handling consumer CRM projects

• Strong data analytical skills coupled with project management skill

• Edge if possess experience in Salesforce Marketing Cloud

• Fluent in both spoken and written English and Chinese

• Persistence and passion in making things happen

• Proactive, detail oriented, sensitivity in data and analytics with strong ownership mindset

• Excellent communication and good team player