job description
Join Eu Yan Sang (Singapore) Pte Ltd as a Senior/Manager, CRM, Loyalty & Customer Engagement and lead the charge in transforming customer relationships through innovative strategies and cutting-edge technology. In this pivotal role, you will spearhead the development and execution of our customer engagement initiatives, oversee the Eu Rewards loyalty program, and manage our CRM technology ecosystem to drive customer retention, satisfaction, and lifetime value.
Based in the vibrant and culturally rich locations of Bali, this position offers a unique opportunity to blend strategic thinking with hands-on execution in a dynamic and fast-paced environment. You will collaborate with cross-functional teams to deliver personalized customer experiences, leverage data-driven insights, and optimize engagement strategies to foster long-term loyalty and business growth.
If you are a visionary leader with a passion for customer-centric solutions and a track record of success in CRM and loyalty management, we invite you to apply and be part of a company that values innovation, integrity, and excellence.
Responsibility
- Develop and implement a comprehensive customer engagement strategy aligned with business objectives to enhance customer loyalty and retention.
- Lead the management and optimization of the Eu Rewards loyalty program, ensuring it delivers measurable value to both customers and the business.
- Oversee the CRM technology ecosystem, including platform selection, integration, and continuous improvement to support scalable customer engagement initiatives.
- Analyze customer data and insights to identify trends, opportunities, and areas for improvement, translating findings into actionable strategies.
- Collaborate with marketing, sales, and product teams to create cohesive, omnichannel customer experiences that drive engagement and conversion.
- Design and execute targeted customer segmentation and personalization campaigns to enhance relevance and effectiveness.
- Monitor and report on key performance metrics, such as customer lifetime value (CLV), retention rates, and engagement levels, to demonstrate ROI and inform decision-making.
- Stay abreast of industry trends, emerging technologies, and best practices in CRM and loyalty management to ensure the company remains at the forefront of innovation.
Qualifications
- Bachelor’s degree in Marketing, Business Administration, Communications, or a related field. A Master’s degree is a plus.
- Minimum of 5 years of experience in CRM, loyalty management, or customer engagement, with at least 2 years in a managerial or senior role.
- Proven expertise in managing loyalty programs and CRM platforms (e.g., Salesforce, HubSpot, Adobe Experience Cloud).
- Strong analytical skills with the ability to interpret complex data sets and derive actionable insights using tools like Google Analytics, Tableau, or SQL.
- Excellent communication and stakeholder management skills, with the ability to influence and collaborate across departments.
- Experience in customer segmentation, personalization, and campaign management with a focus on driving measurable results.
- Familiarity with digital marketing channels, including email, social media, and mobile marketing, to support integrated customer engagement strategies.
- Creative thinker with a customer-first mindset and a passion for delivering exceptional customer experiences.