About the Role
We are seeking a strategic and detail-oriented Senior CRM & Digital Marketing Executive to drive CRM initiatives, including system optimization, customer engagement, lead management, workflow development, and reporting.
The role will also oversee digital marketing for our Travel Retail arm, managing website updates, social media, and digital campaigns while supporting broader online marketing initiatives across the business.
Responsibilities:
CRM System Implementation & Optimisation
- Support the implementation, rollout, optimisation, and maintenance of CRM systems across the business and regional markets
- Work closely with internal stakeholders, operations, and external vendors to ensure proper CRM processes, system integration, and user adoption
- Assist in establishing and maintaining CRM SOPs, governance, and best practices to ensure consistency and data integrity across all markets
- Support the development and optimisation of CRM workflows to ensure a seamless end-to-end process from lead acquisition, customer profiling, database management, and segmentation through to follow-ups, campaign execution, reporting, and performance analysis
Customer Engagement & Campaign Management
- Execute and coordinate CRM campaigns, including EDMs, WhatsApp communications, event invitations, customer journeys, and post-event follow-ups
- Work closely with retail teams, operations, and regional stakeholders to ensure timely and accurate lead capture and customer profiling
- Support customer acquisition, retention, and engagement initiatives across events, activations, retail initiatives, and digital campaigns
- Coordinate with relevant stakeholders on customer gifting, VIP engagement initiatives, invitation management, and personalised client communications where required
Reporting & Analytics
- Ensure proper tracking and reporting frameworks are in place for CRM initiatives and customer engagement activities
- Generate monthly CRM reports and customise dashboards to track customer engagement, campaign performance, lead conversion, and database growth
Digital Marketing
- Front digital initiatives for Travel Retail business, including website updates, social media management, content coordination, and online campaign support
- Execute and manage digital campaigns across various platforms, including but not limited to Meta and programmatic buys
- Support website content updates, product uploads, campaign landing pages, and digital asset coordination
Requirements:
- Degree or Diploma in Marketing, Mass Communications, Public Relations, or a related field
- Minimum 2 years of relevant experience in CRM, digital marketing, or a similar capacity
- Experience with CRM platforms such as HubSpot, Salesforce, Microsoft Dynamics 365, or equivalent CRM systems
- A dynamic and committed team player who is creative, resourceful, and well-versed in digital marketing and customer engagement
- Self-motivated, results-oriented, and capable of delivering within tight timelines and allocated budgets
- Strong organisational, communication, and stakeholder management skills, with the ability to manage multiple projects in a fast-paced environment
Registration No: R1875146
EA License No: 22C1376
