Title:  Executive, Customer Relationship Management

Job Summary

The CRM & Community Specialist will be responsible for the CRM, Social Media & Community management for the Specialised Nutrition business in Singapore, with the ambition to achieve rapid growth. You will do this by liaising and managing both external partners (such as retailers, market service providers and delivery partners) as well as your internal stakeholders. With an agile test-and-learn growth mindset, you will be activating and executing CRM & Community initiatives and campaigns that flows through the consumer journey to contribute to business growth plans.

General Responsibilities

• Assume responsibility for CRM and Community management and engagement deployment activities and plans, including ensuring campaign efforts are executed successfully
• Plan, drive and execute projects on a timely basis
• Effective project management and executional excellence across projects/ initiatives
• Ensure effective project delivery across relevant marketing channels and campaigns
• Operate in a dynamic environment alongside external vendors and key stakeholders including co-ordination with internal functional team members
• Lead and manage community sentiment to ensure customer service and consumer complaint escalation experience is positive
• Ensure all CRM and Community management activities and content adhere and align with global brand guidelines and local regulatory guidelines
• Keep abreast with brand consumer insights to help optimise the CRM marketing strategy and execution by sharing learnings and insights from campaign.
• Comfortable with testing, learning and adjusting rapidly.

Functional Skills and Knowledge

•    Self-motivated, can-do attitude with an openness to test & learn with a problem-solving mindset to deliver business results
•    Ability to manage multiple projects simultaneously and effectively
•    Knowledge and understanding on digital media and analytics of digital touchpoints, with end-to-end digital campaign planning, execution and analysis to optimise acquisition efforts
•    Ability to plan, manage and track marketing inventory in order to drive new user acquisition activities
•    Experience with community management and handling of customer service/ complaints
•    Some experience in CRM campaigns and tools (email marketing, lead generation, conversion, retention) preferred:
o    Experience with CRM tools (such as Salesforce, Dot Digital) and user journeys preferred 
o    Experience with email marketing automation tools (e.g. mailchimp) preferred
o    Experience with ecommerce tools (e.g. Shopify) preferred
o    Database management preferred
o    Experience with social listening tools (e.g. Salesforce Social studio, Hootsuite) preferred
•    Ability to develop consumer insights from campaigns
•    Strong communication skills
•    Interest in learning and understanding of the Singapore FMCG, consumer retail and brand competitive landscape
•    Experience with agency/ vendor management, including procurement processes preferred.

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