The Senior Executive, CRM is responsible for strengthening user retention and engagement on the ZUS App across multiple markets/countries through the end-to-end execution of CRM strategies and operations.
The role also encompasses hands-on management of the CDP (Customer Data Platform), including segmentation, audience targeting to ensure smooth execution and consistent campaign performance.
By leveraging data-driven insights, the Senior Executive, CRM will continuously refine customer journeys, identify growth opportunities, and enhance the scalability of CRM activities across different markets.
JOB RESPONSIBILITIES :
Part 1 –Primary roles of the job which are measurable and may be used as part of KPIs
1. Design and implement CRM-driven campaigns, including app push notifications and email marketing (EDM),
using marketing tools tailored to regional market preferences.
2. Execute day-to-day operations on dedicated CDP (customer data platform) platforms, including
segmentation, customer journeys, journey testing and troubleshooting.
3. Utilize CDP capabilities to personalize customer experiences across different channels. Implement targeting
strategies to deliver the right message to the right audience at the right time.
4. Generate reports and dashboards to track key metrics related to CDP performance, campaign effectiveness,
and customer engagement. Provide insights to optimize marketing strategies.
5. Assist on promotional offer configuration and deployment.
Part 2 – Secondary roles which supports the primary roles above
1. Develop and maintain dashboards to track retention and CRM performance metrics.
2. Identify opportunities for automation and process improvements to scale marketing efforts efficiently.
3. Update regular reports on campaign results, user behaviour, and growth metrics.
4. Act as a liaison between cross-functional teams to ensure smooth execution of CRM/Growth activities.
5. Create and manage project timelines, deliverables, and status updates to ensure deadlines are met.
6. Generate reports and dashboards to track key metrics related to CDP performance, campaign effectiveness,
and customer engagement. Provide insights to optimize marketing strategies.
JOB AUTHORITIES :
1. A/B Testing and Experimentation: Deciding what to test and how to implement those tests.
2. Act as a liaison between cross-functional teams to ensure smooth execution of CRM/Growth activities.
3. Control of CRM content to be pushed via different channels.