Key Responsibilities:
CRM Strategy & Execution
- Develop and implement the local CRM strategy to support customer acquisition, onboarding, retention, reactivation, and loyalty.
- Execute CRM campaigns across all channels based on customer segmentation and behavior.
- Coordinate with global brand teams and local marketing for campaign adaptation and localization.
- Monitor campaign calendar and ensure timely execution and alignment with brand initiatives.
System & Platform Operations
- Oversee CRM data management and customer lifecycle tracking through Navision, and SAP ensuring seamless integration between Navision and LINE OA/CDP platforms for data accuracy
- Work closely with a third-party agency to implement CRM activities and maintain operational efficiency.
- Work closely with the Marketing manager to optimize LINE Official Account (LINE OA) campaigns and customer flows.
- Use the CDP to segment audiences, identify customer behavior trends, build trigger-based marketing campaigns and analysis.
Customer Journey & Loyalty
- Developing strategies to enhance retention, loyalty, and repeat purchase rate.
- Planning and execution of automated customer journeys (e.g., onboarding, repurchase reminders, VIP communications).
Data Analytics & Reporting
- Conduct precise and detailed data analysis to identify customer trends, segmentation opportunities, and campaign effectiveness.
- Turn data findings into strategic recommendations.
- Analyze campaign performance (CTR, open rate, conversions, retention) and provide actionable insights for continuous improvement.
Cross-Functional Collaboration
- Liaise with internal teams (IT, Brand, Operation, Digital & PR ) and external vendors to ensure CRM initiatives support business and marketing objectives.
- Maintain alignment with the management team to ensure consistent reporting, messaging, and brand standards.
Qualifications:
- Bachelor's degree in Marketing, Business, Communications, or a related field.
- 35 years of experience in CRM, marketing automation or digital marketing, ideally within the beauty, fashion, or luxury retail sectors.
- Experience working with CRM platforms (Navision and SAP preferred), CDP, and LINE Official Account.
- Proven ability to manage third-party agency relationships.
- Strong analytical skills and familiarity with CRM KPIs and reporting dashboards.
- Proficiency in Excel, Power BI, or other reporting tools; experience with CRM analytics dashboards is a plus.
- High attention to detail, with a proactive mindset and strong problem-solving ability.
- Strong presentation skills with the ability to clearly communicate CRM strategies, insights, and performance results to cross-functional teams
- Excellent communication skills in Thai and English.
