EC CRM Manager

ROLE

- Planning and delivering E-CRM strategies to achieve the company’s goals and objectives.

- Driving customer-centric initiatives across online channels to maximize acquisition, retention and lifetime value.

- Bridging data insights with business goals to cultivate long-term brand loyalty and fuel sustainable growth in a fast-paced digital landscape.

- Manage end-to-end client relations, ensuring a premium brand experience

MAIN TASKS

• Develop and lead the comprehensive ECRM strategy and annual roadmap, aligning CRM initiatives with overall EC business objectives and brand calendar milestones.
• Plan, execute and optimize ECRM campaigns to maximize new customer acquisition and enhance repeat purchase behavior through targeted segmentation and personalized communications.
• Design and implement loyalty programs and member systems that strengthen connection and drive long-term customer repeat & retention.
• Data analytics for continuing optimization and KPI improvement
• Closely work with different departments including eco operation, IT and brand CRM teams for fruitful coop results
• Manage consumer complaints and navigate call center to provide customer services
• Manage vendors and agencies. Budget control, follow PO process, payment process, etc.

QUALIFICATIONS & SKILLS

- Bachelor or above degree required, along with a proven track of CRM success.

- Minimum 6 years’ working experience in CRM or customer operation role with at least 3 years’ extensive EC experience.

- Strong analytical skills and experience on E-market understanding

- Familiar with statistical reports, consumer behaviour and sales data analysis.

- Fluent English both in verbal and written.

- Beauty or Luxury experience is a plus.

KEY COMPETENCIES

- Result driven with customer focus

- Teamwork oriented with ability to multi-task

- Well organized, good communication skills and interpersonal skill

- Humility and Harmony