Job Description
MediaCorp is seeking a strategic and data-driven CRM / Customer Lifecycle Manager to spearhead our audience engagement efforts. In this critical role, you will be responsible for developing and driving customer lifecycle and retention strategies specifically for The Wonder Shop, MediaCorp's premier e-commerce and lifestyle platform. Your mission is to transform raw data into meaningful customer relationships, ensuring that every touchpoint in the customer journey is personalized, relevant, and high-converting.
As a leader in the Marketing & Communications department, you will sit at the intersection of technology, data, and creative storytelling. You will leverage sophisticated marketing automation tools to map out the entire customer journey—from initial acquisition and onboarding to loyalty building and win-back programs. We are looking for a professional who understands that CRM is not just about sending emails, but about creating a cohesive brand experience that drives long-term Customer Lifetime Value (CLV).
This is an incredible opportunity to work with Singapore’s leading media organization. You will collaborate with cross-functional teams in product, content, and data science to innovate our retention tactics and stay ahead of market trends. If you are passionate about consumer behavior and possess a track record of scaling digital platforms through smart CRM execution, we want to hear from you.
Responsibilities
- Design and execute end-to-end customer lifecycle strategies to improve retention, repeat purchase rates, and brand loyalty for The Wonder Shop.
- Manage and optimize the CRM tech stack and marketing automation platforms to deliver personalized multi-channel campaigns (Email, Push, SMS).
- Perform advanced customer segmentation based on behavioral data, purchase history, and engagement levels to ensure hyper-targeted messaging.
- Define, track, and report on key performance indicators (KPIs) such as Churn Rate, CLV, Open Rates, and Conversion ROI.
- Collaborate with the Content and Creative teams to develop compelling assets that resonate with various customer personas.
- Lead A/B testing initiatives across all CRM channels to constantly refine messaging, timing, and offer structures.
- Work closely with the Data Analytics team to identify growth opportunities and friction points within the customer journey.
- Stay abreast of industry trends and privacy regulations (PDPA) to ensure best-in-class CRM practices.
Qualifications
- Bachelor’s degree in Marketing, Business, Data Analytics, or a related field.
- Minimum of 5 years of experience in CRM, Lifecycle Marketing, or Retention Marketing, ideally within the E-commerce or Digital Media sectors.
- Hands-on proficiency with major CRM and Marketing Automation tools (e.g., Salesforce Marketing Cloud, Braze, HubSpot, or MoEngage).
- Strong analytical mindset with the ability to interpret complex data sets and translate them into actionable marketing strategies.
- Proven track record of managing high-volume campaign operations with meticulous attention to detail.
- Excellent communication and stakeholder management skills, with the ability to present data-driven insights to senior leadership.
- Experience with SQL or data visualization tools (Tableau/PowerBI) is highly advantageous.