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Manager / Senior Manager, Retention & Loyalty

Hong Kong SAR

R-1560

Manager / Senior Manager, Retention & Loyalty

  • Hong Kong SAR
  • Full Time

At Klook, we love creating moments of joy. Our platform connects people around the world with experiences that bring a smile to their faces, at a touch of a button. We are a global team of diverse Klookers who push boundaries every day, learn fast with feedback and take ownership to drive the change we want to see. Together, we help each other make the world a more joyful place. Up for the challenge? Join us today!

About this role

This individual plays a pivotal role to drive incremental retention and lifetime value from Klook’s buyer base, by designing and activating data driven lifecycle management strategies through smart experimentation across campaigns and marketing levers (such as coupons, loyalty currencies and gamification techniques). This role will be reporting into our Marketing Director for CRM and will be based in Singapore or Hong Kong. Our ideal candidate should have strong stakeholder management/influencing skills along with project management experience!

About Marketing

Travel makes for great stories — and we can't wait for the world to hear them! Marketing turns data and creativity into inspiring storytelling and compelling campaigns that resonate with audiences in over 20 markets. 

What you’ll do

  • Drive customer lifetime value and retention through providing analytical thought leadership, executing experimentation, and scaling programs

  • Serve as driving force for cross-functional goal-setting with respect to desired customer lifecycle outcomes

  • Work closely with cross-functional and local market teams to scope and comprehensively develop retention and loyalty propositions such as gamification, credits earn and burn, and status benefits

  • Set strategic framework and develop best practices for omni-channel customer lifecycle management (CLM) initiatives across user touchpoints, including EDM, push notifications, SMS, in-app messaging, and on-platform pages/modules

  • Become a subject matter expert and power user of Klook’s CLM technology stack comprising 3rd-party CRM automation & segmentation tools and multiple in house solutions such as landing page builders & promotion engines

  • Be super data driven in assessing opportunities, determining segmentation & targeting, and evaluating impact

  • Relentlessly design & learn from experiments to improve performance of tactical CLM campaigns

  • Collaborate with product management and tech to get A/B tests off the ground as well as scalable product features built and improved through iteration

What you’ll need

  • 5+ years of experience in a product, digital marketing, or strategy role, ideally at a consumer start-up or ecommerce company

  • Strong communication and interpersonal skills, including ability to put together and deliver persuasive presentations to senior management

  • Project management experience - ability to juggle multiple work streams, collaborators, and stakeholders

  • Experience in launching CRM campaigns and/or lifecycle experiments is a plus

  • Experience working in a regional/global role is a plus

  • Strong data background with fundamental understanding of statistics - ideally comfortable with SQL to do data exploration and derive insights

  • Experience in using marketing cloud tool e.g. Salesforce MC, Adobe Campaign, Braze, Iterable, MoEngage etc. is a plus

  • Understanding of HTML and CSS is a plus

  • (Fully vaccinated from COVID-19 for role to be based in Singapore)

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs.

Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.

An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.

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