Associate Manager, CRM

1 week ago

Kuala Lumpur, Malaysia ZALORA SOUTH EAST ASIA PTE LTD Full time

We are looking for a passionate and talented individual to join the award-winning ZALORA CRM Team.

Customer Relationship Management (CRM) is the concept of being relevant to the customer, leveraging data to understand the customer DNA and provide a top-class customer experience via the full suite of customer touchpoints and communication channels.

CRM adds value by effectively representing ZALORA as a brand, its character, personality, and product assortment, while taking into consideration the individual customer’s needs and motivations. In every single marketing message we send, we aim to craft the perfect environment to maximise emotional value and commercial opportunity across the customer journey - right from their first order up until they become loyal advocates of the ZALORA brand.

With a combination of rich customer data and state of the art digital marketing technology, we are more empowered than ever to consistently innovate and commit to deliver amazing experiences in line with the needs of our customers, the company, and the retail ecommerce opportunity as a whole.

**Responsibilities**:

- Lead CRM teams responsible for Singapore, Malaysia, Hong Kong and Taiwan
- Collaborate with the Regional CRM team to deliver high customer retention rates
- Produce creative digital marketing campaigns and strategies to answer the needs of relevant customer segments
- Present detailed analysis on marketing campaign effectiveness and optimise iteratively
- Collaborate with various stakeholders from marketing, merchandising, analytics, and other support teams to produce customer-focused campaigns
- Coordinate and plan mega event campaigns across CRM channels
- Identify process improvements and provide recommendations
- Be an advocate of the customer’s experience to continually create WOW moments
- Utilise digital technology and creativity to push the boundaries of the CRM experience
- Assist in the optimisation of other relevant CRM related communications to broaden understanding of CRM

**Requirements**:

- Have a minimum of 3 years of experience in CRM, with track record of driving outstanding engagement and process effectiveness
- Highly proficient in written and spoken English. Proficiency in Mandarin is a plus
- Passionate about connecting to the customer through fashion and lifestyle content through creativity, copywriting and digital technology
- Enjoy the challenges of a fast-paced, high-stakes ecommerce
- Highly adaptable, meticulous and able to think critically
- Strong willingness to learn and grow independently
- Diligent and organised in execution
- Good communication skills
- Proficiency in HTML, CSS, Excel, other analytical tools

**The ZALORA Story**

ZALORA exists for the millions of fashion consumers in Asia seeking a shopping experience focused on their unique styles, trends and fit. As Asia’s leading online fashion destination, ZALORA was founded in 2012 and has a presence in Singapore, Indonesia, Malaysia & Brunei, the Philippines, Hong Kong and Taiwan. ZALORA’s localised sites offer an extensive collection of top international and local brands as well as our own in-house labels across apparel, shoes and accessories for men and women. ZALORA is part of Global Fashion Group, the world's leader in online fashion for emerging markets.LaBL6a6lrL

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