Manager, CRM & Digital Marketing

About the Role

Pizza Hut Singapore is seeking a commercially focused Manager for CRM and Digital Marketing to spearhead initiatives aimed at boosting customer engagement, retention, and digital expansion. Reporting to the Marketing Director, the role is central to driving CRM and loyalty strategies through curated customer journeys and leveraging data analytics to enhance customer lifetime value across multiple touchpoints.

Key Responsibilities

• Lead and manage CRM strategies encompassing customer acquisition, activation, retention, win-back, and loyalty programs.
• Develop tailored communication flows via EDM, push notifications, SMS, and app messages to personalize customer experiences.
• Implement customer segmentation based on behavioral and transactional data to enhance targeting.
• Optimize customer lifetime value, repeat purchases, and retention metrics.
• Oversee and enhance the loyalty program and engagement initiatives.
• Design and implement CRM campaigns aligned to customer insights and business goals.
• Collaborate with internal teams and external vendors to refine CRM platforms and customer interactions.
• Continuously monitor CRM effectiveness, utilizing testing and optimization to improve campaign outcomes.
• Plan and execute digital marketing activities across paid media, SEO, SEM, social media, and owned digital channels.
• Coordinate with media agencies to improve campaign performance, return on ad spend (ROAS), and marketing ROI.
• Support enhancements to Pizza Hut Singapore’s website, mobile app, and online ordering experience.
• Work with IT and external partners to improve digital platforms for seamless customer experiences.
• Manage partnerships with food delivery platforms such as GrabFood and foodpanda, ensuring promotional campaigns, menu updates, and platform content maximize visibility and sales.
• Track performance of delivery marketplaces to identify growth opportunities and increase revenue.
• Utilize analytics tools to monitor CRM, digital marketing, and commercial metrics.
• Analyze customer data and campaign results to produce actionable insights and suggest strategies for improvement.
• Generate regular reports highlighting customer engagement, retention, and digital marketing progress.

Candidate Requirements

• Degree or diploma in Marketing, Business, Digital Marketing, or related fields.
• At least 5 years of experience in CRM, customer lifecycle marketing, loyalty marketing, or digital marketing.
• Proficient in managing CRM platforms, customer segmentation, marketing automation, and creating personalized campaigns.
• Experience running loyalty programs and customer engagement projects.
• Background in fast-moving consumer sectors such as QSR, F&B, retail, or e-commerce is advantageous.
• Familiarity with digital agencies, CRM vendors, marketing technology platforms, and delivery marketplace platforms is preferred.

Skills and Competencies

• Expertise in CRM strategy and customer lifecycle management.
• Strong skills in customer segmentation, personalization, and marketing automation.
• Analytical thinker capable of translating customer insights into profitable commercial strategies.
• Knowledgeable in digital marketing techniques including paid media, SEO, SEM, social media, and conversion rate optimization.
• Experience with customer journey mapping, A/B testing, and CRO methodologies.
• Ability to interpret and act on marketing KPIs and campaign analytics.
• Familiar with AI tools and marketing technologies that enhance campaign execution and engagement.
• Effective communicator with excellent stakeholder and cross-functional collaboration skills.
• Commercially driven with a proactive approach and passion for enhancing customer experience and driving digital growth.

Additional Information

Joining Pizza Hut Singapore offers an opportunity to influence CRM and digital marketing strategies for a globally recognized brand. Applicants meeting the criteria are invited to submit their resumes; only shortlisted candidates will be contacted.