CRM and Retention Lead

MoneySmart Group is South East Asia's leading personal financial portal helping consumers compare loans, insurance, and credit cards. MoneySmart was founded in 2009 with the simple aim to help consumers make better financial decisions.

We are growing and we’re looking for talent to come onboard our Marketing team as a CRM and Retention Lead based in Singapore.

Mission

Your mission is to be customer centric and grow MoneySmart’s short, medium and long term customer retention strategies in each MoneySmart market (Singapore and Hong Kong). You are responsible for maintaining the health of our customer base and identifying cross-sell revenue and strategic partnership opportunities for the company which will drive overall contribution to our top line revenue growth and CLTV.

You will also be responsible for identifying and exploring new and novel ways to continuously engage with our customer base and be responsible for recruiting and mentoring a team that can coordinate and execute market-leading retention omni-channel campaigns across our key channels: Organic, CRM, Referral, Partnerships, Social and Content Marketing.

This role will be reporting into the Group Head of Marketing.

Responsibilities

• Strategize, plan and execute an integrated marketing and communications approach to continuously engage, recommend, reward and retain our existing customer base
• Own the implementation and activation of our martech Customer Engagement Platform and develop and deliver email marketing campaigns to bring customers back to our platform
• Develop a strong and robust understanding of our customer base; their needs and behaviours, leveraging our Data Analytics, Audience Segmentation and Customer Insight capabilities to achieve our retention and product marketing goals
• Master an understanding of our Customer Data Platform and 1st party data capabilities for segmentation, targeting and activation
• Partner with Product and Tech teams to develop strategies that get to know our customers better through customer profiling
• Work closely with the Marketing Acquisitions team to reduce paid media dependency and demonstrate organic revenue contribution, repeat purchase behaviours and long term customer engagement
• Build and own tracking analytics, dashboards and forecasts that define, monitor and report key performance indicators for customer retention
• Ensure retention strategies and initiatives are in alignment with the high-level marketing and brand strategy and the company's strategic vision

Requirements

• Minimum 3 years of direct, relevant experience in CRM, retention, customer engagement and lifecycle marketing (strong preference for experience within a leading eCommerce or fintech company)
• Proven track record leading communications strategy and executing CRM campaigns
• Strong experience in leveraging a customer engagement platform
• Expertise in executing and managing multi-pronged marketing campaigns including online marketing, product marketing and direct marketing
• Experience working cross-functionally with Product and Technology teams
• Experience executing marketing plans across multiple ASEAN and East Asian markets preferred