CRM Lifecycle Lead

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 CRM Lifecycle Programs Lead:

• Develop quarterly campaign plans and calendar

• Align with internal partners and agency on resourcing

• Brief partners on campaign framework and setup

• Regularly review and assess campaign performance

• Engage with local marketers to understand key campaign performance drivers – what’s working, what’s not

• Optimize campaign performance through ongoing test & learn

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 agency engagement

• Efficiency and effectiveness of internal partner engagement

• Overall thought leadership & CRM best practice deployment

Requirements:

• 8+ years of experience in CRM with a track record of delivering measurable results. Strong understanding of B2C and/or B2B customer needs

• 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

• 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

• 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. Additional Asian language skills an advantage