CRM - Customer Relationship Management,… at ZALORA Group · Kampung…

The Senior Executive, CRM is responsible for planning, executing, and optimizing customer communication campaigns across channels (email, push notifications, in‑app messages, SMS/Viber, etc.) to drive customer engagement, retention, and lifetime value. You will work closely with Marketing, Data/Analytics, and Onsite teams to turn customer insights into relevant, personalized journeys and campaigns, ensuring a seamless experience throughout the customer lifecycle.

Key Responsibilities:

1. Campaign Planning & Execution

• Plan and execute CRM campaigns (newsletters, promotions, reactivation, win‑back, etc.) in ph and channels.
• Build targeting segments based on behavior, preferences, and business priorities. Coordinate campaign calendars with marketing, onsite, performance marketing, and commercial teams to ensure alignment on key campaigns, launches, and events.
• Set up, QA, and launch campaigns in the CRM platform (e.g., MoEngage/Braze or similar), including audience, content, scheduling, and experiment variants
• Lead the planning, negotiation, and execution of strategic marketing partnerships across banks, payment networks, lifestyle brands, and non-endemic sector

2. Performance Analysis & Optimization

• Track and analyze campaign performance (open rate, CTR, conversion, revenue, unsubscribe, spam complaints, etc.) and derive actionable insights.
• Run A/B and multivariate tests on subject lines, creatives, incentives, send times, and segments to continuously improve performance.
• Prepare regular performance reports and present key learnings and recommendations to stakeholders.Plan and execute CRM campaigns (newsletters, promotions, reactivation, win‑back, etc.) in ph and channels.

3. Data, Segmentation & Personalization

• Partner with Data/Analytics to define, understand, and refine key customer segments and lifecycle stages.
• Use customer attributes, behaviors, and preferences to create personalized and dynamic content blocks.
• Ensure data used for CRM (events, attributes, flags) is accurate, documented, and used consistently across campaigns.