Customer Lifecycle Management, Associate Director / Director

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!

What you’ll do:

• Build and execute a clear and concise first-party CRM and customer lifecycle management strategy

• Drive customer lifetime value and retention through providing analytical thought leadership

• 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 set up a clear roadmap and target for the customer retention and loyalty plan

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

• Collaborate with product management to increase client satisfaction through cohesive strategies, ultimately with the aim to improve segment targeting

• Design & learn from experiments to improve the performance of tactical CLM campaigns, use data to optimize and formulate operation plans

What you’ll need:

• 10+ 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 the 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 a 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

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.