Job Description

We are looking for a passionate and talented individual to join the award-winning ZALORA CRM Team.

Customer Relationship Management (CRM) is the concept of being relevant to the customer, leveraging data to understand the customer DNA and provide a top-class customer experience via the full suite of customer touchpoints and communication channels.

CRM adds value by effectively representing ZALORA as a brand, its character, personality, and product assortment, while taking into consideration the individual customer’s needs and motivations. In every single marketing message we send, we aim to craft the perfect environment to maximise emotional value and commercial opportunity across the customer journey – right from their first order up until they become loyal advocates of the ZALORA brand.

With a combination of rich customer data and state of the art digital marketing technology, we are more empowered than ever to consistently innovate and commit to deliver amazing experiences in line with the needs of our customers, the company, and the retail ecommerce opportunity as a whole.

Responsibilities:

  • Take full ownership of CRM’s transactional communications by maintaining a high level of operational hygiene
  • Drive CRM systems go-to-market strategy by establishing the user story, business impact, specifications and rollout plan
  • Collaborate with product managers and engineers to maintain and develop systems that power our CRM capabilities
  • Collaborate with the CRM team to deliver an outstanding, personalised and adaptable customer experience
  • Co-create new customer data facilities for CRM’s data warehouse that can be ingested across multiple campaigns to better personalize customer communications
  • Co-own product roadmap that aligns with business objectives
  • Deliver key weekly reports with insights for the relevant stakeholders

Requirements:

  • BS in Computer Science, Information Systems, Business or related technical field, or equivalent practical experience with less than 2 years of relevant experience
  • Technically savvy and loves to push technological boundaries
  • Enjoys driving processes and workflows with stakeholders
  • Excellent project management and execution
  • Good communication skills, works well in a team to drive initiatives
  • Able to identify and think critically to solve problems
  • Enjoy the challenges of a fast-paced, high-stakes ecommerce
  • Understands the concept of customer journey and experience
  • Knowledge in HTML, CSS, SQL, excel is a plus
  • Proficiency in Chinese, Bahasa is a plus
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