Key accountabilities:
- Lead Thailand CRM tech ecosystem renovation, to support key business challenges involving new sales channels opening, advanced lifecycle automation, data insights generation
- Lead CRM agencies to strategize roadmaps, improve execution and partner on innovation
- Partner with regional and local brand team to align on measurement methodologies and calculate revenues from key initiatives, including lead collection and conversion, direct marketing campaigns, loyalty program
- Support brand teams in customer activation strategies by reviewing short term and long term communication and promotion plans towards owned customers
- Support the brands in renovating strategic customer engagement programs, including brand loyalty programs, automated lifecycle campaigns, data collection programs and customer insights
- Lead Net Promoter Score (NPS) framework rollout, evolution and analysis, while supporting action plans to leverage NPS feedback to improve customer experience
- Define and execute a seamless experiential journey for customers online and beauty advisors in-store, from online to in-store services, through clienteling tools and connected beauty tools
- Support online sales by defining dedicated customer journeys, enabling personalized experience, maximizing traffic and conversion from known audiences
- Develop Personalization across all customer touchpoints. Then identify how data and content can be used for achieving higher conversion rates through personalization
- Pilot new ways to engage with customers base across our brand portfolio and known + unknown data for 360 consumer view and activation
Q
Qualifications:
- At least 8 years of experience in CRM, ideally CRM best-in-class industries
- Experience in digital marketing, e-commerce & retail preferred
- Ability to deliver results within complex organization and fast-paced environment
- Excellent teamwork skills, with aptitude to facilitate and collaborate cross-functionally
- Advanced analytical skills
- Strong presentation skills and particular aptitude for synthetizing complex material and turning it into clear, meaningful and actionable plan
- Excellent command of English both written and speaking