CRM Manager

How rolled are you? We dare you!

About Novela

Novela is Singapores first international multi-brand beauty retail store. Keeping up with the latest trends, Novela aims to capture the hearts of beauty shoppers with a wide range of luxury beauty products including skin & body care, fragrances and makeup.

Novelas logo is a black quill pen, which is symbolic of a womans beauty, elegance and knowledge. Indeed, we believe that you can exude beauty from the inside out with the right beauty regime. By curating the best beauty brands from across the globe and offering them at affordable prices, we aim to simplify and elevate your shopping experience with premium products handpicked by us.

CRM Manager

About this role:

We are seeking a data-driven and customer-centric CRM Manager to lead our customer relationship management strategies at Novela. The ideal candidate will have a strong understanding of retail consumer behaviour, especially within the beauty industry, and will be responsible for developing, implementing, and optimizing CRM initiatives that drive customer engagement, loyalty, and revenue growth.

Key Responsibilities:

• CRM Strategy & Implementation:
• Develop and execute CRM strategies to enhance customer engagement, retention, and loyalty.
• Build segmented customer journeys and campaigns tailored to various customer groups based on behavioural data, demographics, and purchasing habits.
• Lead CRM automation efforts and implement new tools or systems to enhance the customer experience.
• Data Analytics & Insights:
• Analyse customer data to identify trends, behaviours, and preferences that drive engagement and optimize campaign effectiveness.
• Leverage customer data to create personalized offers, recommendations, and communications to increase purchase frequency and average order value (AOV).
• Monitor and report on the performance of CRM campaigns (open rates, conversion rates, retention rates) and identify areas of improvement.
• Customer Segmentation & Personalization:
• Develop and refine customer segmentation models to create highly targeted marketing strategies.
• Implement personalized communication across multiple channels (email, SMS, social media, etc.) to enhance the customer experience and increase retention.
• Utilize predictive modelling and advanced data analytics to anticipate customer needs and behaviours, driving proactive engagement strategies.
• Loyalty Program Management:
• Oversee the development and management of the customer loyalty program, ensuring it delivers value to both the business and the customer.
• Continuously optimize the loyalty program through data insights to increase customer retention, lifetime value (CLV), and program participation.
• Cross-Functional Collaboration:
• Work closely with marketing, e-commerce, and sales teams to align CRM strategies with broader business goals and promotional efforts.
• Partner with product teams to gather insights on consumer behaviour and influence product offerings that align with customer preferences.
• Collaborate with IT and data teams to ensure CRM systems and databases are optimized for performance and data accuracy.
• Market & Consumer Trends Analysis:
• Stay up to date on industry trends, competitor CRM strategies, and evolving consumer behaviour, especially within the beauty and retail sectors.
• Apply learnings from market trends to innovate CRM programs and enhance customer touchpoints across all channels.

Requirements:

• Bachelors degree in Marketing, Business, Data Science, or related field.
• 5+ years of experience in CRM, customer engagement, or loyalty marketing, preferably within the retail or beauty industry.
• Strong knowledge of retail consumer behaviours, with a focus on the beauty sector.
• Hands-on experience with CRM tools and platforms (e.g., Salesforce, HubSpot, or similar).
• Proven track record of managing successful CRM campaigns and loyalty programs in major retailers or online marketplaces is a must.
• Strong analytical skills with the ability to interpret complex data and translate it into actionable strategies.
• Excellent communication and project management skills.
• Ability to lead cross-functional teams and manage multiple projects in a fast-paced environment.
• Proficiency in segmentation, predictive analytics, and CRM automation tools.

你夠卷， 你來吧!

关于Novela
Novela是新加坡首家国际多品牌美妆零售店。紧跟最新潮流，Novela致力于以丰富的奢华美妆产品，包括护肤、身体护理、香水和化妆品，赢得美妆消费者的青睐。

Novela的标志是一支黑色羽毛笔，象征着女性的美丽、优雅与智慧。我们相信，通过合适的美容方案，你可以从内而外展现美丽。我们从全球甄选最优质的美妆品牌，以实惠的价格提供给顾客，旨在通过精心挑选的高端产品，简化并提升您的购物体验。

客户关系管理经理 (CRM Manager)

关于此职位

我们正在寻找一位以数据为驱动、以客户为中心的CRM经理，领导Novela的客户关系管理策略。理想的候选人应对零售消费者行为，尤其是在美妆行业中有深入了解，负责制定、实施和优化CRM举措，以提升客户参与度、忠诚度和收入增长。

主要职责

• CRM策略与实施：
• 数据分析与洞察:
• 客户细分与个性化：
• 忠诚度计划管理:
• 跨部门协作：
• 市场与消费者趋势分析:

职位要求:

• 市场营销、商业、数据科学或相关领域的学士学位。
• 5年以上CRM、客户参与或忠诚度营销的工作经验，最好是在零售或美妆行业。
• 了解零售消费者行为，特别是美妆行业的消费者行为。
• 熟练使用CRM工具和平台（如Salesforce、HubSpot等）。
• 在大型零售商或在线市场成功管理CRM活动和忠诚度计划的经验是必备条件。
• 较强的数据分析能力，能够解释复杂数据并将其转化为可执行的策略。
• 出色的沟通和项目管理技能。
• 能够领导跨部门团队并在快节奏环境中管理多个项目。
• 熟练掌握细分、预测分析和CRM自动化工具。