CRM Executive (Luxury)

Our client is a key player in the perfume, makeup and skin-care sector, with a portfolio of world-famous established names as well as younger brands with a promising future. 

• To execute effectively planned CRM Communications via multiple online or offline channels in support eg, Novelty Launches, Retention, Welcome Cycles (Recruitment & 2nd purchase), Product Cycles, Events, HPP Support and etc which includes from end to end process to achieve the set goals.
• Assist in planning and executing new CRM Cycle to build Omni Channel Member (Offline to Online & Online to Offline) with a view to retaining existing customers and increasing brand loyalty.
•  Assist in planning local activations to turn around all CRM KPIs, specifically on 2nd Purchase rate, Retention rate & etc.
•  Manage our Loyalty Program effectively by forecast usage including monthly phasing gift expenses, coordination & communication with retail/IT and all other stakeholders.
• Maintaining an accurate inventory of redemption gifts with on-time forecasting, proper tracking processes and regular stock-take.
•  Proficient with Adobe campaigns for campaign managements.
•  Proficient with all PCD Reporting tools like CRM System, Power Bi, Client Quest, SSAS, DCP Data Client Platform & etc. 
•  Collaborate with RBDM for projects such as: IPOS Enhancement, Connect, Satisfaction Metier (DSM), Clientelling & etc. 
•  Maintaining the integrity of data that contains Personally Identifiable Information. Responsible for providing data cleansing services to clients. Performs customer profile updates & ensures data quality by entering accurate and complete customers’ information (i.e., name, contact number, address, email, etc.) into the system. 
•  Support with product forecast related to CRM Communications including pre-sampling kit, samples and/or GWP. 
•  Active communication to multi-functions and BC team to ensure they are well-aware of CRM operational workflow.
•  Prompt action towards potential consumer complaint to minimize potential risk to business.
•  To assist CRM Manager to achieve department/ brand KPIs where it deems fits
•  To prepare weekly, monthly & quarterly reporting accurately and diligently submit according to deadline given. 
• To prepare Campaign results quarterly and analyze the ROI and effectiveness of each campaign. Focus on measurements on results / response rates of CRM initiatives and communications for maximum impact. 
•  Monitor CRM expenses closely within allocated budget; ensuring budget is spent most efficiently and effectively.

•  Diploma / Bachelor’s degree in business administration, Marketing, Business Management, or related field.
• 3+ years of related experience work with databases, data procedures & data administration. Preferably around customer marketing, customer insights, retail marketing, and/or retention/loyalty marketing. preferred with exposure to international brands.
• Good analytical skills (i.e. eye for details)
•  Demonstrate high degree of comfort with data analysis.
•  Strong interpersonal and communication skills
•  Good organizing skills with drive for results & meeting deadlines.
•  Proficient in MS applications
•  Knowledge in digital and/or social media is an advantage
•  Have passion in beauty industry, luxury products or higher segment consumer goods.