CRM Development Specialist

Key Responsibilities 1. CRM Strategy & Customer Segmentation Develop and execute CRM strategies aligned with business and customer growth objectives. Analyze customer profiles, purchasing behavior, preferences, and engagement to identify meaningful customer segments. Develop and maintain customer segmentation models based on demographics, behavior, value, needs, and purchase patterns. Identify high-value, potential, inactive, and at-risk customers and develop appropriate engagement strategies for each segment. Translate customer insights into actionable CRM initiatives and business opportunities. 2. Customer Lifecycle Management Develop customer lifecycle strategies covering Acquisition, Activation, Conversion, Retention, Reactivation, and Advocacy . Identify key customer touchpoints and opportunities to improve customer engagement throughout the lifecycle. Develop personalized communication and engagement strategies based on customer needs and behaviors. Design strategies to increase repeat purchases, purchase frequency, average transaction value, and Customer Lifetime Value (CLV). 3. CRM Campaign Development & Execution Plan and execute CRM campaigns across relevant channels, including SMS, Email, LINE, Mobile Application, Website, and other digital channels . Develop targeted campaigns based on customer segments, purchase behavior, product affinity, and customer lifecycle stages. Work with relevant teams to develop campaign content, offers, promotions, and customer journeys. Conduct A/B testing and campaign optimization to improve customer engagement and conversion. Monitor campaign performance and provide recommendations for continuous improvement. 4. Customer Data & Analytics Analyze customer data to identify trends, opportunities, and potential business risks. Develop customer insights using key CRM metrics such as Customer Retention Rate, Repeat Purchase Rate, Purchase Frequency, Customer Lifetime Value, Conversion Rate, Churn Rate, and Campaign ROI . Develop and maintain CRM dashboards and performance reports. Use data and analytics to support decision-making and improve CRM effectiveness. Collaborate with Data/IT teams to improve data quality, customer data integration, and CRM capabilities. 5. Customer Engagement & Personalization Develop personalized customer experiences based on customer profiles, preferences, and behaviors. Identify opportunities for cross-selling and up-selling through customer insights. Develop loyalty and retention initiatives to strengthen customer relationships. Explore new CRM tools, technologies, and customer engagement trends to enhance CRM capabilities. 6. Cross-functional Collaboration Work closely with Marketing, E-Commerce, Merchandising, Sales, Digital, IT/Data, and Store Operations teams to develop integrated CRM initiatives. Coordinate with internal and external partners to ensure successful campaign execution. Present CRM insights, campaign results, and recommendations to relevant stakeholders. Qualifications Bachelor’s degree or higher in Marketing, Business Administration, Statistics, Data Analytics, Economics, Information Technology , or related fields. 2–5 years of experience in CRM, Customer Analytics, Digital Marketing, Loyalty, Customer Marketing, or related fields. Experience in Retail, E-Commerce, FMCG, Banking, Telecommunications, or other customer-centric businesses is preferred. Strong understanding of Customer Segmentation, Customer Lifecycle Management, CRM Campaigns, and Customer Analytics . Strong analytical and problem-solving skills with the ability to translate data into actionable business insights. Experience with CRM platforms, customer databases, marketing automation, or CDP is an advantage. Proficiency in Microsoft Excel and PowerPoint ; experience with Power BI, SQL, Tableau, or other analytics tools is an advantage. Good understanding of digital customer journeys and omnichannel customer engagement. Strong communication, presentation, project management, and stakeholder management skills. Proactive, detail-oriented, and commercially minded with a strong customer-centric mindset.