Responsibilities

• Support the execution of CRM strategies to improve customer retention, repeat purchase, and loyalty
• Work closely with IT and retail teams in the early stages to define CRM-related processes, business rules, and customer data logic
• Assist in establishing and maintaining customer data structures, segmentation frameworks, and tracking systems
• Operate CRM systems and tools including email, SMS, push notifications, and membership platforms
• Execute lifecycle marketing campaigns based on customer behaviour, engagement, and transactional data
• Conduct customer segmentation and support personalised communication strategies across different customer groups
• Analyse CRM performance data and provide actionable insights and recommendations for optimisation
• Collaborate closely with marketing, e-commerce, retail, and customer service teams to ensure a consistent omnichannel customer experience
• Support loyalty programme and membership system operations, customer engagement activities, and continuous improvement initiatives
• Ensure CRM data accuracy, consistency, compliance, and governance across platforms

Requirements

• Must be fluent in English and Chinese (spoken and written)
• At least 3 years of experience in CRM, customer marketing, retail operations, or e-commerce marketing roles
• Strong understanding of customer lifecycle marketing, segmentation strategies, and retention initiatives
• Strong analytical and organisational skills with the ability to interpret customer data and translate insights into actions

Preferred

• Experience working with cross-functional teams, particularly IT, retail, and business stakeholders, is highly preferred
• Experience with loyalty programmes, membership systems, or omnichannel CRM operations is highly valued
• Familiarity with CRM systems, customer data tracking, and marketing automation tools is a plus
• Retail, e-commerce, DTC, or consumer brand experience is a strong plus

Benefits

• Core Health & Protection: Axa Health
• MetLife Group Assurance
• Wellbeing & Lifestyle: Gym
• Perks & Extras: AON Discounts and Recognition Portal
• Selected POP MART collectibles as appreciation gifts every month
• A structured bonus/commission scheme in line with the company’s and the individual’s performance
• Comprehensive training and development programs
• Regular team social events
• Paid rest breaks