CRM Lifecycle Manager

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.

Get to know the Role:

• Develop quarterly campaign plans and calendar

• Align with internal partners and agency on resourcing

• Focus on driving business outcomes across all customer lifestages - early life, active, retention/churn. etc

• 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

Day-to-Day Responsibilities:

• 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

The must haves:

• 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