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MARKETING Executive

(CUSTOMER ENGAGEMENT) - HQ

Qualification: Experience in working with a CRM system/program.

Basic Overview:

  • Execute campaigns across Retail, Royal Selangor Visitor Centre and e-commerce that increase sales, customer engagement and customer recruitment.
  • Responsible for the management of Royal Selangor’s Privileges program.

Key Tasks:

1. Marketing Promotions

  • Develop and execute marketing tactical activities to drive sales across retail, Royal Selangor Visitor Centre and e-commerce channels.
  • Responsibilities include promotion development, content creation, marketing collateral production, execution and post mortem analysis.

2. Generate effective customer lists according to campaign objectives

  • Generate effective databases that will achieve campaign objectives in a timely manner.
  • Be creative and think out of the box in utilising data to segment and personalise campaigns to specific target customers according to the brief given or campaign.
  • Set up customer lists and manage distribution of eDMs via Mailchimp.

3. Omni-Channel Campaign Creation and Testing

  • Research and test new conversion techniques (new call to action and bounce back mechanics) and ideas for offline (customer events, rewards redemption) and online activities (e-commerce promotions).
  • Develop ideas and proposals that will increase recruitment and retention levels with specific measures of success.

4. Campaign Monitoring

  • Monitor campaign results based on agreed KPIs (e.g. open rate, bounce back to store, sales contribution) for tactical campaigns. This includes offline and online campaigns.
  • Establish and refine performance benchmarks (ie open rate, click-through rate, redemption rate and etc), summarise key insights, and recommend actions to improve results.
  • Analyse EDM campaigns’ KPIs to ensure continuous improvements across the indicators.

5. CRM Calendar

  • Manage and execute CRM calendar across all markets in a timely manner.

6. Data analysis and market insights to continuously optimise marketing campaigns

  • To develop commercial awareness and know the target market well to ensure campaigns generate sales conversions.
  • Have a good understanding of Royal Selangor Privileges customer behaviour to generate databases that deliver high engagement rates.
  • To work closely with Marketing and Digital teams to ensure campaigns are fully integrated across the marketing channels.

7. Privileges Loyalty Program

  • Resolve store and customer queries on Privileges memberships
  • Points Redemption process – data and letter generation
  • Ad hoc report generation for markets (RSM, RSA, RSUK, RSHK, RSS) when required
  • Routine monthly report generation that includes

- Birthday Rewards Redemption (monthly)

- Recruitment (monthly)

- eDM Open Rate (when required)

  • Routine quarterly report generation that includes

- Downgrade list to stores (quarterly)

- Board of Directors' meeting reports

8. Customer Events

  • Develop and manage events that will increase customer engagement and generate sales.

9. Retail Platforms

  • Support the development and execution of tactical tools to enhance customer experience across the group, e.g. WeChat, Alipay, C-Trip, bank partners and etc.

10. Other department requirements.

Programs that will be used on a regular basis:

  • CRM-POS, Jemisys and Mailchimp.

KPIs

  • Privileges recruitment and retention / active rates
  • Customer Event sales

Skills Required

  • Experience in working with a CRM system/program.
  • Proven experience in planning and implementing a promotional campaign.
  • Strong attention to detail.
  • Collaborative working style.
  • Moderate to advanced Excel skills.
  • Basic understanding of Mailchimp or a similar eDM management system.
  • Knowledge on segmenting and targeting customer database.
  • 1 – 2 years of work experience in a related field.
  • Proficiency in Mandarin is an advantage.


Benefits:

  • Medical (Panel & In-House Clinics)
  • Dental/Optical
  • Free parking
  • Subsidized canteen food
  • Staff discount up to 35%

Contact Person : Shubaashini /Wendy

Contact Number : 03 - 4145 6384 / 6059

Email : careers@royalselangor.com

Full address : 4 Jalan Usahawan 6, Setapak Jaya, 53300 Kuala Lumpur