CRM Senior Associate (CRM/Loyalty)

Company Description

Carousell Group is the leading multi-category platform for secondhand in Greater Southeast Asia on a mission to make secondhand the first choice. Founded in August 2012 in Singapore, the Group has a leading presence in seven markets under the brands Carousell, Carousell Media Group, Cho Tot, Laku6, LuxLexicon, Mudah.my, OneShift, REFASH and Revo Financial, serving tens of millions of monthly active users. Carousell is backed by leading investors including Telenor Group, Rakuten Ventures, Naver, STIC Investments, 500 Global and Peak XV Partners (formerly known as Sequoia Capital India).

As a team of passionate individuals working together to solve meaningful problems, there is so much more for you to discover in a career with Carousell. Our culture is made up of hiring, developing, and promoting people who embody our values of HEART, which is an acronym for Humility, Empathy, Accountability, Relentlessly resourceful and Teamwork. Together as an organisation, we make magic happen.

Job Description

The CRM team at Carousell tackles business objectives that surround the Carousell user by focusing on engagement, retention and reactivation. We carry out our mission first by developing a solid understanding of the different experience flows a user can undertake on the platform, before designing timely and relevant touchpoints on CRM channels (e.g. Push, Email) to engage accordingly. We develop different campaigns for users at different stages of the lifecycle (e.g. New user, lapsed user), with a focus on delivering a consistent and scalable 1:1 user experience.

We are looking for a CRM Senior Associate to join our team and support across strategy and planning, project management of CRM campaigns and more. 

This role will report into the CRM Associate Manager.

Areas of Responsibility

Strategy and planning

• Actively support the overall CRM strategy, plans and rollout schedule of initiatives and experiments

• Play the role of a strong CRM business partner to Category Marketing teams with expertise in user segmentation and messaging that align with marketing plans

• Engage cross-functional teams (e.g. Category Marketing, Product) in discussions related to your plans (e.g. validation of user problem hypotheses that a CRM experiment seeks to prove)

Project management: Rollout, experimentation and optimisation

• Drive rollout of initiatives against proper tracking and documentation

• Drive process of user problem hypothesis testing and measurement using CRM channels

• Utilise internal dashboards to report on performance and share information to relevant stakeholders

• Set up workflows/processes for the team to follow and execute campaigns both for marketing and regional automated campaigns

• Consistently analyse campaign results and provide learnings and recommendations to relevant stakeholders (e.g. improvements to setup, segmentation, messaging)

• Manage projects that require cross-functional coordination and take charge of setting up processes as needed

• Upkeep quality of user segment data by working with Product, Engineering and Data to ensure that user segments are up-to-date for new campaigns

• Have a solid grasp of the user funnel, KPI metrics and continuously optimise campaigns to drive growth

Qualifications

• 2-5 years prior experience in E-commerce or related fields

• Self-driven with a passion for marketing and CRM

• Comfortable with data analysis in order to make data-informed/driven decisions

• Good organisation with strong project management skills to work with multiple teams across different countries

• Strong team player who is collaborative and also able to carry out tasks independently while delivering timely results

• Ability to communicate effectively and confidently

• Experience with CleverTap, SendGrid or other marketing automations solutions is preferred

• HTML knowledge is preferred

Additional Information

Please note that Carousell will not ask for payment of any fees nor recruit on social media platforms. Legitimate information regarding career opportunities with Carousell can always be found on our official careers site at careers.carousell.com. If you have encountered any scams or are a victim of such scams, please promptly inform your local police.

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