CRM Country Manager

7 days ago

Jakarta, Indonesia Grab Full time

**Job Description**:
**Life at Grab**

At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.

**Get to Know our Team**:
**Get to Know the Role**

The CRM Manager is responsible for retention campaigns, from conceptualization through to analysis. This includes idea generation, proposal preparation, overseeing the production process and overseeing execution. The CRM Manager will work with many stakeholders from marketing, operations, analytics, and other support units to maintain a customer-focused attitude with a focus on activities that create lifetime customers.

Collaboration: The position of CRM Manager demands extensive cross-functional collaboration, good communication skills, excellent project managerial skills, creative skills, and a process-focused aptitude that will enable the CRM Manager to effectively execute multiple responsibilities and deliverables.

Analytics: The CRM Manager is tasked with business-wide consumer analytics and behavioral reporting, the role will work closely with the Analytics Team in effort to crunch the data, understand the segmentation model, find fruitful insights, and implement relevant marketing CRM campaigns to answer business’s goals. The role drives the continuous optimization, cross-selling and merchandising opportunities based on segmentation models and desired actions.

Opportunity: The CRM manager is also tasked with conducting post-campaign analytics for the purpose of realizing recommendations for future CRM campaigns. He maintains a strong knowledge and understanding of the current and emerging eCommerce strategies, trends, and techniques that consistently give the business a lead in consumer acquisition within the market

**The day-to-day activities**:
1. Lifecycle Strategy & Management
- Develop and implement cross-lifestage marketing strategies to acquire, engage and retain customers across the region

2. Cross-Functional Collaboration:

- Provide direct support and work in partnership with Country teams to guide, evangelize, and support the creation and execution of their CRM strategies
- Work with Campaign Ops, Performance Marketing and Creative teams to design and launch complex automated campaigns

3. Data Insights & Measurement
- Work closely with Data Analytics, Market Research, and Local Ops teams to understand user segmentation/behavior and identify user insights that can be leveraged in lifecycle communication strategies
- Track key performance indicators and campaign success metrics across the region

4. Creative Development
- Work closely with Creative, Product and CEX teams to ensure communications are on-brand and impactful
- Design and brief-in communications for various regional campaigns

5. Experimentation
- Continuously evaluate and improve CRM campaigns by leveraging data
- Strategize and coordinate to streamline messaging, targeting, and execution

Deliverables:

- Program commercial goals (users, transactions, revenue)
- Clear, well-documented quarterly program plans
- Test & learn plan with clear learning objectives
- Impact and uplift of campaign optimization
- Efficiency and effectiveness of internal partner engagement
- Overall thought leadership & CRM best practice deployment
- Recommendations for cross channel and local campaign consolidations/collaboration

**The must haves**:

- 5+ years of experience in Customer Lifecycle and Marketing Strategy with a track record of delivering measurable results. Strong understanding of B2C customer needs
- You will have a natural aptitude for translating data into insights, and the ability to define and influence new strategies based on these insights
- You will have the ability to solve complex, cross-functional business problems while dealing with challenging deadlines and opposing priorities
- Strong project management skills to manage a wide range of programs and thrive in a fast-paced and demanding environment, proactively setting the business direction and managing daily deliverables
- You will have outstanding written and verbal communication and presentation skills

**The nice to haves**:

- Good knowledge of online marketing techniques for both a transactional & relationship marketing in B2C environments
- Experience in online CRM and Campaign Management tools and sophisticated personalized e-channel tools

**Our Commitment**

We recognize that with these individual attributes come different workplace challenges, and we will work with Grabbers to address them in our journey towards creating inclusion at Grab for all Grabbers.

**About Grab**

Grab is the leading superapp platform in Southeast Asia, providing everyday services that matter to consumers. Today, the Grab app has been downloaded onto millions of mobile devices, g

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