Get To Know Grab:
Grab is more than just the leading ride-hailing and mobile payments platform in Southeast Asia. We use data and technology to improve everything from transportation to payments and financial services across a region of more than 620 million people. We work with governments, drivers, passengers, merchants, and the community, to solve critical problems in Southeast Asia.
Grab began as a taxi-hailing app in 2012, but we have since extended our product platform to include GrabCar, GrabShare, GrabBike, GrabHitch, GrabExpress, GrabFood, GrabCoach, GrabShuttle, GrabCycle. We recently launched our fintech platform – GrabFinancial, which consists of payments, lending and insurance. Our latest addition is GrabVentures, an in-house incubation platform. We are focused on pioneering new commuting and payment alternatives for drivers and passengers with an emphasis on convenience, safety, and reliability. Currently, we offer services in 8 countries. Our R&D offices are in Singapore, Seattle, Beijing, Bangalore, Jakarta and Vietnam. We aspire to unlock the true potential of Southeast Asia and look for like-minded individuals to join us on this ride.
If you share our vision of driving South East Asia forward, apply to join our team today.
Get to know our CRM Team:
The Regional CRM team owns the data-driven customer experience for Grab consumers across South East Asia. The team develops the personalisation strategy across email, SMS, push notifications, in-app messaging and other marketing channels, whilst being a crucial part of the team which extends that personalisation strategy into our product and service channels.
What you’ll do as Country CRM Manager:
- Work with local marketing/business verticals to localize regional strategy and manage the implementation
- Engage with cross functional teams to develop relevant lifecycle marketing strategies that engage local users
- Work closely with market research, Demand planning & CRM lifecycle and analytics teams to understand consumer segmentation/behavior in the local market & identify consumer insights that can be leveraged in lifecycle communication strategies
- Work closely with Lifecycle Management and CRM Analytics team on measurement frameworks, test design, planning, and analysis
- Work with Campaign ops, performance marketing and creative teams to design and launch complex automated campaigns, experiments using our internal and external tools
- Work closely with creatives, product and CEX teams to ensure communications are on-brand and impactful
- Drive optimization of lifecycle marketing strategies through analysis and experimentation
- Align with regional CRM and performance marketing teams to define a quarterly campaign plans and calendar for local market
- Regularly review and assess campaign performance and drive incremental performance through optimizations and learnings
- Become a subject matter expert in terms of marketing communications for your market
Deliverables:
- Program commercial goals (users, transactions, revenue)
- Clear, well-documented quarterly program plans
- Test & learn plan with clear learning objectives
- Impact and uplift of campaign optimization
- Efficiency and effectiveness of internal partner engagement
- Overall thought leadership & CRM best practice deployment
- Recommendations for cross channel and local campaign consolidations/collaboration
Requirements:
- 4+ years of experience in CRM with a track record of delivering measurable results. Strong understanding of B2C and/or B2B customer needs
- Strong project management skills to manage a wide range of programs and thrive in a fast-paced and demanding environment, proactively setting the business direction and managing daily deliverables
- Strong strategic & consultative skills managing multi-channel projects from business requirements to testing, rollout and reporting
- Good knowledge of online marketing techniques for both a transactional & relationship marketing in B2B or B2C environments
- Experience in developing and implementing a personalised strategy through teams and technology at scale
- Strong technical understanding of a range of high scale marketing automation platforms, such as ET, Neolane, Unica or Responsys
- Experience in online CRM and Campaign Management tools and sophisticated personalized e-channel tools
- A track-record of success leading and inspiring teams
- Proven track record of working within a geographically dispersed, multi-functional team. Also, proven track record managing 3rd party vendors for business critical deliveries
- Good organizational agility, command skills and interpersonal skills to work effectively across functions and lines of multiple business units in a global organization
- Excellent spoken and written skills in English, outstanding verbal and oral presentation skills.
