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CRM Manager

2 weeks ago

Kuala Lumpur, Malaysia Love, Bonito Full time

**About us**

Love, Bonito is a digital-first company on a mission to empower the everyday Asian woman and inspire self-confidence. We are Southeast Asia’s leading womenswear brand, headquartered in Singapore, with an omnichannel presence across Hong Kong SAR China, Indonesia, Malaysia and a retail franchise in Cambodia. In addition, we have also expanded into international markets namely the Philippines and the United States of America.

Founded in 2010, we are proudly female-founded with more than 65% female representation in leadership roles (#girlpower). We raised a US$50M Series C round in 2021 and know that we’re on the cusp of something great, where we’re working towards becoming the most thoughtful brand globally, for the Asian female consumer, especially when it comes to our products, community and experiences.

There’s a lot more work to be done with all of our exciting plans. So we’re looking to team up with people who are wildly passionate about making an impact and be part of a dynamic team, in a workplace with no corporate BS (yes, you read that right).

**The role**

We’re seeking a strategic, results-driven CRM Manager to lead our CRM strategy. Reporting to the Director of Marketing, you’ll play a key role in driving customer engagement, retention, and loyalty through data-driven campaigns, platform optimization, and cross-functional collaboration.

You’ll bring our loyalty and referral programs to life by leveraging customer insights to create exciting perks, irresistible rewards, and memorable experiences that keep our community coming back for more.

**You should have / be**:

- Customer-obsessed, with a passion for creating impactful, brand-building experiences
- Experience managing a loyalty or membership programme in retail or e-commerce
- Hands-on experience with CRM tools and marketing automation programs
- Analytical to interpret data, generate insights, and optimise performance
- Experience managing vendors and evaluating marketing tech tools
- A strong collaborator and effective communicator
- Past experience in managing a team

**Main Responsibilities**
- CRM & Loyalty Strategy_
- Stay updated on martech trends to continuously improve CRM strategy, tools, and execution.
- Analyse customer data and campaign performance to uncover insights, improve targeting, and optimise communications.
- Manage CRM vendor partnerships and lead platform evaluations (e.g. CDP and CEP) that powers advanced segmentation & automation.
- Customer Insights_
- Leverage customer insights to drive program enhancements that increase engagement, retention, and lifetime value.
- Strengthen customer insight capabilities through tools like surveys and focus groups to better inform customer strategies across the company.
- Team Leadership_
- Own overall CRM KPIs, including new customer acquisition, retention, and engagement.
- Lead and coach the CRM team, managing performance, goal setting, and capability development.
- Manage the CRM team’s budget planning, ensuring resource allocation aligns with strategic priorities.

**Requirements**:
**Qualifications & Experience**
- Bachelor’s degree in Marketing, Business or a related field.
- Min. 5 years of experience in a CRM role, preferably in retail or e-commerce.
- With proven experience leading a team

**Benefits**

**1. Flexible Work Arrangement**
- Work from anywhere
- Remote work according to HQ operating hours

**2. Staff Wellness**
- Comprehensive corporate insurance (Fully covered visits at our panel clinics, Dental coverage, Maternity reimbursement)

**3. Learning and Career Development**
- Learning and development (i.e. subscription plans to best-in-class resources, personal development fund etc)
- Dedicated leadership training for those of managerial responsibilities
- Friday pm off for learning

**4. #TeamLB perks**
- Generous staff discount off LB products
- Corporate partnerships with a variety of companies
- Employee driven peer-to-peer recognition platform to honour and celebrate everyday achievements
- Internal Referral programme