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Manager / Senior Manager, Global CRM

Singapore

R-1330

Manager / Senior Manager, Global CRM

  • Singapore

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

  • Develop strategy, frameworks and best practices for omni-channel, integrated CLM initiatives by designing & learning from experiments across owned marketing channels (EDM, App Push, SMS, In-app messaging, Platform Banners and Splash/Pop-Up formats on web, m-web and app). Objective: drive higher CLTV and incremental mid-long term retention from Klook buyer base.
  • Be a Subject Matter Expert & Power User of Klook CLM stack comprising 3rd Party Marketing Automation & segmentation tool and multiple in house solutions like landing page builders and promotion designer. Provide guidance & training to local/regional stakeholders where required
  • Work closely with Domestic Task Forces and Ecommerce Operations teams globally to design and learn from impactful experiments that make smart usage of levers for demand generation and loyalty e.g. segmented coupons, Klook credits etc.
  • Work closely with creative team to design & learn from experiments to improve performance of campaign creatives for CLM channels
  • Work closely with paid media teams to design and learn from experiments centered on paid media activation (as well as exclusion) of 1st party owned audiences and lookalikes
  • Highly data driven: work closely with stakeholders across DTF, EO, PM and analytics to drive conversation around relevant metrics to gauge lifecycle health; including but not limited to retention rates and CLTV at various degrees of granularity.
  • Work closely with local marketing teams and MarTech PM to ensure best practices are implemented, execution is aligned, and coupon/credit spend ROI is optimized, providing guidance/training whenever necessary
     

What you’ll need

  • Minimum 3 years of experience in a product / digital marketing role  
  • Strong communication and interpersonal skills
  • Project Management Experience - clarity of thought and ability to juggle multiple work streams and work cross functionally towards aligned goals
  • Prior experience in launching CRM campaigns and/or lifecycle experiments is a plus
  • Prior experience working in a regional/global role is a plus
  • Self-sufficient with data to a great extent. Ideally, be comfortable with relational databases and SQL.
  • Ability to perform and communicate findings from complex analysis with campaign and experiment variant performance data to senior management
  • Experience with running growth marketing experiments
  • Experience in using a marketing cloud / growth marketing tool e.g. Salesforce MC, Adobe Campaign, Braze, iterable, MoEngage etc. 
  • Basic 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.

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