CRM Executive

BAT is evolving at pace - truly like no other organisation.

To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!

SENIORITY LEVEL:  Experienced Non-Management Level

FUNCTION:Global Business Services - Digital

LOCATION: Bandar Sunway, Selangor, Malaysia

ROLE POSITIONING AND OBJECTIVES

We are seeking an enthusiastic and disciplined CRM Executive to execute all our email marketing and loyalty campaigns across the customer journey in our multi-channels to reach target audiences and optimize customer lifecycle management, enhance customer engagement, and drive personalized marketing initiatives.

Reports to: CRM Manager

Geographic Scope: Malaysia

WHAT YOU WILL BE ACCOUNTABLE FOR

• Utilize CRM platforms like HubSpot to execute all email marketing (and other available communication platform) campaigns across customer journeys.
• Execute day-to-day broadcast and triggered consumer communications campaigns to deliver relevant & timely messages.
• Build and scheduling of segmentation focused email marketing and other available communication platform content.
• Build and maintain seasonal email marketing and other available communication platform calendar based on available data and channel priorities.
• Develop email templates, customer journey mapping, campaign planning, email testing, A/B testing to optimize email campaign performance, refine customer segmentation models and improve targeting accuracy.
• Create, configure, adjust and deploy marketing automation user journeys according to customer lifecycles and CRM objectives.
• Prepare reports on overall integrated CRM & Loyalty campaign performance, providing insights and recommendations for optimization.
• Work closely with key stakeholders to execute loyalty program initiatives and mechanics.
• Capability to run loyalty program and, built personalized segmentation database recommendation using sets of data that is collected on the loyalty program.
• Capability to give suggestion for loyalty program improvement on what features that need to be develop vs deprioritize.
• Liaise with vendors to manage & coordinate the rewards fulfilment process to ensure timely delivery of redeemed rewards to consumers.
• Maintain daily communication with reward partners regarding consumer redemptions to ensure smooth operations.

KEY SUCCESS FACTORS INCLUDE:

• Ability to manage multiple projects concurrently.
• Ensuring 100% compliance on Email Marketing Activities

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE    

• A graduate in Digital Marketing / Marketing / Business Management

• Minimum 2 to 3 years of work experience in Digital / CRM Agency, experience in executing email marketing and loyalty campaigns.
• Proficiency in Bahasa Indonesia is a MUST
• A proven background in managing CRM activities and experience in HubSpot & other CRM and Loyalty tool such as Whitelabel
• A proven background in managing loyalty program activities (preferrable from beauty, fashion or financial services industry)
• Experience in lifecycle/email marketing, lead nurturing, marketing automation and A/B testing, preferably in B2C E-com business.
• Analytical, data-driven but also able to think and act creatively and demonstrable track record of testing and improving CRM campaigns.
• Basic knowledge in HTML & CSS
• Knowledge of MS Office - Excel, Word, Outlook and PowerPoint
• Resilient, flexible and reliable team player who acts in the best interest of the department and company.

WE ARE BAT

At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.

• Global Top Employer with 53,000 BAT people across more than 180 markets
• Brands sold in over 200 markets, made in 44 factories in 42 countries
• Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
• Diversity leader in the Financial Times and International Women’s Day Best Practice winner
• Seal Award winner – one of 50 most sustainable companies

BELONGING, ACHIEVING, TOGETHER

Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference!