CRM Manager, Singapore

A global leading skincare and make-up company, Clarins group is the embodiment of a committed family history, with a fierce passion for innovation and spirit of independence. Its raison d’être is "making life more beautiful, passing on a more beautiful planet".

Operating in more than 150 countries, we are now the number one skincare company in Europe and are accelerating our development on all other continents, particularly in Asia and the Americas.

Because our 8,000 talents are unique, we are committed to promoting diversity in all its forms.

Do you want to help write the next chapter of our story? We are looking for a CRM Manager, based in Singapore.

1. CRM Campaigns

1. Manage and Plan CRM actions with Brand Manager on store events and performance and subsequently initiating, implementing and leading tactical promotions aimed to drive sales and recruitment.
2. To be involved in all product and animation campaigns and support with CRM activities and/or mechanics to target specific groups of Club Clarins members to drive response for mechanics and promotions.
3. To initiate and implement Clarins strategic and tactical campaigns aimed at new Club Clarins members enrolment and retention of Club Clarins members:
1. Increase the total number of recruitments to our Club Clarins program vs. YA.
2. Increase repeat purchase of Club Clarins members vs YA.
3. Achieve overall increase in average basket for all Club Clarins Members vs YA.
4. Increase mobile and email opt in.
5. Decrease churn rate.
6. Increase N2P rate.

2. Analysis of Reporting and Review of business performance:

1. To lead and oversee the preparation of the following reports for management and operations and to give a monthly update to Management:
1. Monthly CRM KPI Report: Ensure it is completed by the 15th of every month and to provide overall business insights of key performance indexes per month for management to make decision. Review and discuss trends, results with both Marketing Director and Brand Manager to identify actions plans to meet sales budget.
2. Monthly Marketing KPI Report: Customers profile trends per key franchise to be completed by 21st of every month. Analyse purchasing patterns and link-selling effectiveness for further review and discussion with Marketing Director and Brand Manager.
3. Customer Profiles Report: Analyse the purchasing patterns, migration of customers, and recruitment of new customers per store and retention of existing customers per store, including sales generated per segment of customers. Review and discuss with Brand Manager to identify actions to meet CRM and sales budget KPIs.
4. Post Campaign Report – After every key campaign (5-8 times in a year) to run post campaign report which determines type of customers bought / sampled / prospected.
5. Repeat Purchase Evolution: Complete report and review statistics with Brand Manager to identify which CRM actions are working in-stores, what’s not.
6. Review Repeat Purchase initiatives regularly and adjust according to market sentiments.
7. Improve the performance of marketing investment (ROI) through campaign analysis, leveraging on Adobe Campaign.
8. Monitoring data accuracy and initiate appropriate actions to increase data accuracy.
9. Maintaining rigour in protection of database (PDPA Compliant and Hygiene of Data Base).
10. Manage migration of data from other external platforms to ensure data quality is not compromised (i.e: Sampling campaigns, Facebook, etc).

3. Manage and execute all aspects of Club Clarins Program (Offline / Online)

1. Oversee and Manage the Club Clarins Program together with Brand Manager:
1. Aggressively push Club Clarins to be the best rewards program in Singapore, benchmarking against local competitors annually.
2. Identify key contact strategies with Brand Manager for customers and develop differentiated approach to customers based on value.
3. Implement contents of ClubClarins.com (online membership arena) to drive engagement with customers.
4. Manage commercial pressure of our communication to consumers (DMs, eDMs or SMS).
5. Provide accurate forecasting of redemption rewards.
6. Develop and plan limited edition rewards with Brand Manager & APAC CRM Team, integrated with marketing plans to drive recruitment and topline.
7. Lead the brief for all Club Clarins Communications and Collaterals development and contents to Communications team and agency.
8. With Club Clarins program, is responsible for meeting targets set for enrolment of New customers and Retention of Existing customers.

4. Manage and execute CRM Campaign Management Tool – Adobe Campaign

1. Exploit Adobe Campaign’s full capabilities, thus creating competitive advantage to meet short and long-term goals.
2. Responsible for mapping of all CRM campaigns, New Customers Welcome Program, Birthday Campaign and E-Statements into Adobe Campaign.
3. Work with Marketing & Communications Team to ensure marketing campaigns are mapped correctly; communications collaterals are delivered by timely and ensure minimal risks in errors of customer targets.
4. Constantly review and work with APAC & Global CRM teams to improve Adobe Campaign.

5. Others

1. To conduct training on the Club Clarins Program for all sales team.
2. Assist in any Club Clarins or Consumer events when required.
3. Mentoring and coaching Assistant CRM Managers. Driving project management for new system roll out.
4. Other responsibilities may be added to the above, which are consistent with the title CRM MANAGER.

YOU HAVE:

• Minimum 3-5 years extensive experience of CRM marketing, ideally in a similar industry.
• Degree level in business related qualification.
• A confident and articulate communicator, capable of inspiring strong collaborations externally.
• Advanced level of computer literacy in Microsoft Office, especially Excel.
• Experience in working with databases, data analysis, data segmentation and email marketing platforms.
• Team player with interpersonal skills.
• Accurate, systematic and methodical.

WE HAVE:

• 70 years of expertise in beauty and spa, with the Clarins and myBlend brands.
• Unique products and innovative services.
• A commitment to Social & Environmental Responsibility embedded in our raison d'être.
• A caring and inclusive corporate culture.
• Development and training opportunities.
• Attractive compensation and benefits.
• A flexible work environment, with up to 2 days of remote working per week.

If you have a curious mind, a thirst to go further and the drive to boldly take on new challenges, join us.

At Clarins Group, we believe in making life more beautiful for our employees and our customers. Inclusion and diversity are firmly grounded in our core values, which are part of our DNA. We strive to achieve inclusiveness and we foster an equal-opportunity culture where everyone can reach their full potential and do their best work. We welcome applications from all backgrounds.