Own Channel & CRM Manager

About Dr. Pong

Dr. Pong is a fast-growing skincare brand driven by innovation and customer-centric strategy.

We are looking for a data-driven Own Channel & CRM Manager to accelerate our direct-to-

consumer growth, maximize customer lifetime value (LTV), and build strong retention strategies

across all owned platforms.

Key Responsibilities

1. Own Channel (DTC) Growth Management

Lead and manage all owned channels including Website (Shopify/WooCommerce), LINE

OA, and Facebook Messenger

Drive revenue growth, conversion rate (%

CR), and average order value (AOV)

Optimize website UX/UI, checkout flow, and landing pages for performance

Plan and execute campaigns, product launches, and promotional strategies

Monitor and improve key performance metrics across all owned platforms

2. Customer Lifetime Value (LTV) Strategy

Develop and implement strategies to increase Customer Lifetime Value (LTV)

Analyze customer cohorts, repurchase rate, purchase frequency, and retention metrics

Identify high-value customer segments and create targeted growth plans

Build loyalty, subscription, and repeat purchase programs

Align acquisition strategy with long-term profitability goals

3. Retargeting & Customer Reactivation

Develop retargeting strategies across email, LINE OA, Messenger, and paid media

platforms

Implement abandoned cart flows, browse abandonment flows, and post-purchase

journeys

Design reactivation campaigns for inactive customers

Work closely with performance marketing team on audience segmentation and lookalike

strategies Optimize retargeting performance based on ROAS and LTV impact

4. CRM & Email Marketing

Own end-to-end CRM and email marketing strategy

Design automated lifecycle flows (welcome series, post-purchase, upsell/cross-sell,

replenishment reminders)

Execute broadcast campaigns aligned with promotions and product launches

Segment customer database based on behavior, RFM, purchase history, and engagement

level

Monitor and improve email KPIs: Open Rate, CTR, CVR, Revenue per User

Continuously A/B test subject lines, creatives, and messaging for performance

optimization

5. Data Analytics & Customer Insight

Strong understanding of LTV, CAC, retention rate, cohort analysis, and customer

profitability

Analyze customer data to generate actionable insights

Build dashboards and performance reports using Excel and analytics tools

Translate data into strategic recommendations to drive sustainable growth

Ensure all decisions are data-driven and ROI-focused

Qualifications

35+ years experience in DTC, CRM, or E-Commerce roles

Strong understanding of LTV, retention strategy, and lifecycle marketing

Hands-on experience in email marketing & automation platforms

Experience in retargeting strategy and audience segmentation

Strong analytical skills with advanced Excel proficiency

Data-driven mindset with strong business acumen

Strong English communication skills

Shopify or WooCommerce experience is a plus

Experience with GA4 and CRM tools is preferred