[담당업무]

The Manager CRM & Lifecycle Management is responsible for driving CRM & Lifecycle communications strategy planning and execution, member insight, advanced member engagement, audience selection for accelerating our member experience and value offering led member engagement strategy, implementation across the market.

O Strategy
- Develop the CRM and Lifecycle management strategy with the key objectives to increase member engagement, satisfaction, retention, and growth CRM database
- Lead and manage the operation model to drive CRM and Lifecycle communications in partnership with all cross-functional teams
- Create comprehensive, compelling CRM and Lifecycle contents that is segmented, personalized and can be delivered across all communication channels which include optimizing existing comms as well as creating new approaches
- Manage and collaborate with the global/local agency to strategically plan the implementation

O Planning and Management
- Create and drive annual membership CRM and Lifecycle communications calendar
- Manage CRM and Lifecycle communication channels - eDM/Kakao/Push Notification/.com etc.
- Manage the creation of models against lifetime value, retention, churn, loyalty and adjust to CRM newsletter program
- Implementation of CRM campaign management tools – drive frontend integration, coordinate CRM service provider and global CRM team
- Drive the strategic approaches on communications - right member, right time, right offer
- Establish and Implementing the CRM playbook for audience selection considering various scenarios
- Implement and curate best practices for membership communications across CRM & Lifecycle campaign communications
- Set up the regular cadence CRM and Lifecycle management reports for review to provide clear insights into progress of Membership engagement in the market
- Implement the plans for rolling out the strategy in close collaboration with Brand Comms and Sales channels
- Own all consumer data, data structure, segmentation as per BU, Key city, Key store, Age, Gender, etc.
- Input insight and opinion to set the rules of engagement for consumer contact/direct communications in partnership with all stakeholders
- Manage CRM Campaign KPI t to ensure the campaign effectiveness and further improvement
- Create, review and share CRM regular report (Weekly / Monthly / Quarterly) to ensure all the activities are met for required KPIs
- Closely cooperate with Brand Comms and Sales to implement CRM activities as according to the CRM calendar
- Facilitate collaboration with brand partners CRM database and campaign to maximize business opportunities

O Financial
- Track and adhere to budget for relevant categories
- Support business cases with respect to membership projects with clear rationale as and when needed

O Systems and Tools
- Understanding of Membership set up, CRM systems, CRM tools, Membership analysis tools, membership campaign tools, 3rd party platform integrations
- Awareness/Curiosity of best practice tools in the industry to make member engagement more efficient.

O Key Relationships:
- Retail
- eCommerce
- WHS/Mono
- Concept to Consumer
- Brand Activation
- Digital Brand Activation
- Data and Analytics
- Global Membership (Strategy, planning and product)
- Global Digital
- Global Digital Analytics
- Tech and IT

O Knowledge, Skills and Abilities:
- Fast learner, proactive working attitude, and growth mindset
- Ability to work in a fast-paced environment with different international cultures
- Well versed with loyalty program contents, personalization, and creatives
- Experience in cross-functional stakeholder management in global company
- Ability to handle ambiguity and untangle complex situations into actionable activities
- Solutions-oriented approach and entrepreneurial mindset
- Distinctive pragmatic mindset and ability to prioritize high numbers of tasks with varying workload and importance
- Project management, project monitoring and project delivery experience
- Strong interpersonal skills (communication, influencing, stakeholder management), especially when interacting with different levels of business
- Solid understanding of digital landscape and KPIs
- Understanding of in Personal Information Protect laws when it comes to member engagement

[근무부서 및 직급/직책]

직급/직책: 과장, 차장

[자격요건]

경력사항: 경력(7년 이상 )
학력사항: 대학교(4년)졸업
직무기술: CRM & Lifecycle Management

- Degree with focus on Communications/Advertising/Marketing/Arts/Business Administration or equivalent combination of education and experience

- 7+ years progressive experience within CRM, Communications, Contents Marketing, Advertising, Performance Marketing, Campaign Management

- Hands on experience of using CRM tools, Personalization Platforms and Web Analytics tools etc.

- Very good communication & negotiation skills, comfortable presenting complex topics to stakeholders at various organizational levels both in person and remotely 

- Fluent Korean, English both verbally and written

[우대사항]

외국어: 영어 회화능통,독해능통,작문능통