CRM Executive

About the role

You will be responsible for driving customer acquisition, engagement, retention, and loyalty initiatives across Cortina Watch's retail ecosystem. You will take ownership of CRM campaigns, customer segmentation, loyalty programs, customer lifecycle journeys, and customer engagement activities while leveraging customer insights to create meaningful and personalized experiences.

Key responsibilities

• Drive the execution and optimization of Cortina Watch's loyalty program to drive membership growth, engagement, retention, and customer lifetime value.
• Develop and execute CRM campaigns across customer acquisition, retention, reactivation, and comprehensive customer journey maps to enhance overall experience.
• Manage customer lifecycle communications across multiple touchpoints, including email, SMS, WhatsApp, direct outreach, and in-store activations.
• Execute VIP engagement programs, loyalty rewards initiatives, customer appreciation activities, and exclusive member experiences.
• Manage and maintain the customer database, ensuring data accuracy, completeness, and segmentation integrity.
• Analyze customer behavior, purchase trends, and campaign performance to generate actionable business insights.
• Develop customer segments and targeted audiences to improve campaign effectiveness and personalization.
• Monitor and report CRM KPIs, including loyalty member acquisition and retention, repeat purchase rate, customer engagement metrics, campaign conversion rates, customer lifetime value (CLV), and reactivation performance.
• Lead the planning and execution of customer-focused events, giftings, workshops, launches, and loyalty activations across Cortina Watch boutiques.
• Collaborate with different departments, including sales, operation, and vendors to ensure a seamless customer experience.

About you

• Minimum 3 years of proven experience and understanding of CRM strategy and operations.
• Good analytical skills.
• Good presentation and strong communication and interpersonal skills.
• Customer-oriented behavior.
• Strong collaborative mindset.
• Enthusiastic, engaged, team player.
• Detail-focus and proactive approach.