Senior CRM & Digital Marketing Executive

Position Overview

We are looking for a strategic and meticulous Senior CRM & Digital Marketing Executive to lead and enhance customer relationship management efforts company-wide, while providing support to the digital marketing team as needed. This role emphasizes implementing and refining CRM systems, streamlining workflows, engaging customers, managing leads, generating reports, and overseeing overall CRM operations.

Additionally, the candidate will represent our travel retail division, Time Emporium, handling website updates, managing social media content, and executing digital campaigns. Collaboration with the broader digital marketing team on various online initiatives is also part of the job.

The ideal professional will be organised, analytical, and adept at juggling multiple stakeholders and projects in a dynamic environment.

Key Responsibilities

• Assist with the deployment, rollout, optimization, and upkeep of CRM systems across the organization and in regional markets.
• Collaborate closely with internal teams, operational units, and external vendors to ensure seamless CRM integration, process adherence, and user adoption.
• Help establish and maintain CRM standard operating procedures, governance policies, and best practices to guarantee data consistency and integrity.
• Design and improve CRM workflows to enable smooth end-to-end processes from lead generation, profiling, database segmentation, through follow-up, campaign delivery, reporting, and performance analysis.
• Perform regular CRM maintenance tasks including removing duplicates, cleansing data, verifying segmentation accuracy, and maintaining the database.
• Provide onboarding, training, and troubleshooting support to internal teams regarding the CRM system.
• Plan and execute CRM campaigns such as email marketing (EDMs), WhatsApp messages, event invites, customer journey mapping, and post-event communications.
• Coordinate with sales teams, operations, and regional stakeholders to ensure prompt and accurate acquisition of leads and customer data profiling.
• Support initiatives aimed at customer acquisition, retention, and engagement through events, promotions, retail activities, and digital marketing campaigns.
• Manage logistics related to customer gifts, VIP engagements, invitation distribution, and personalized communications as needed.
• Ensure that leads from digital campaigns, website inquiries, events, and store visits are properly recorded, assigned, and followed up promptly.
• Implement and monitor tracking and reporting systems for CRM projects and customer engagement programs.
• Produce monthly CRM performance reports and create customized dashboards to monitor engagement, campaign success, lead conversion rates, and database growth.
• Analyze customer behavior and campaign outcomes to offer actionable insights and suggest improvements to senior management.
• Collaborate with regional teams and management to enhance reporting precision, clarity, and operational workflows.
• Lead digital marketing tasks for Time Emporium, managing website content updates, social media channels, and supporting online campaigns.
• Execute digital campaigns on various channels including Meta platforms and programmatic advertising.
• Manage content updates on websites, including product uploads, creation of campaign landing pages, and coordination of digital assets.
• Liaise with marketing agencies and internal stakeholders to ensure timely delivery and execution of digital campaign goals.
• Support tracking of online lead generation and efforts to convert online users to offline customers (O2O).
• Prepare digital marketing performance reports, conduct competitor analysis, and monitor key digital metrics.
• Provide assistance in digital marketing and content projects across the entire business when required.

Qualifications and Experience

• Possess a Degree or Diploma in Marketing, Mass Communications, Public Relations, or related disciplines.
• Have at least two years of practical experience in CRM management, digital marketing, or related roles.
• Experience working with CRM platforms such as HubSpot, Salesforce, Microsoft Dynamics 365, or comparable systems.
• Demonstrate creativity, resourcefulness, strong teamwork, and proficiency in digital marketing and customer engagement practices.
• Exhibit self-motivation, a results-driven approach, and capability to perform within strict deadlines and budgets.
• Show strong organizational abilities, excellent communication, and proficient stakeholder management, capable of overseeing multiple ongoing initiatives in a fast-moving setting.