Senior CRM & Digital Marketing Executive

About the role

We are seeking a strategic and detail-oriented Senior CRM & Digital Marketing Executive to support and drive customer relationship management initiatives across the business, while assisting the digital team where required.

This role will focus on CRM system implementation and optimisation, workflow development, customer engagement, lead management, reporting, and overall CRM operations. The candidate will also front our travel retail arm (digital), Time Emporium, across website updates, social media postings, and digital campaign initiatives, while supporting the wider digital team on online marketing initiatives where required.

The ideal candidate should be organised, analytical, and capable of managing multiple stakeholders and projects in a fast-paced environment.

Responsibilities:

CRM System Implementation & Optimisation

• Support the implementation, rollout, optimisation, and maintenance of CRM systems across the business and regional markets

• Work closely with internal stakeholders, operations, and external vendors to ensure proper CRM processes, system integration, and user adoption

• Assist in establishing and maintaining CRM SOPs, governance, and best practices to ensure consistency and data integrity across all markets

• Support the development and optimisation of CRM workflows to ensure proper end-to-end flow from lead acquisition, customer profiling, database management, segmentation, follow-ups, campaign execution, through to reporting and performance analysis

• Conduct regular CRM housekeeping including duplicate management, data cleansing, segmentation accuracy, and database maintenance

• Support internal teams with CRM training, onboarding, and troubleshooting where required

Customer Engagement & Campaign Management

• Execute and coordinate CRM campaigns including EDMs, WhatsApp communications, event invitations, customer journeys, and post-event follow-ups

• Work closely with boutiques, sales teams, operations, and regional stakeholders to ensure timely and accurate lead capture and customer profiling

• Support customer acquisition, retention, and engagement initiatives across events, activations, retail initiatives, and digital campaigns

• Support and coordinate with relevant stakeholders on customer gifting, VIP engagement initiatives, invitation management, and personalised client communications where required

• Ensure leads acquired through digital campaigns, website enquiries, events, and walk-ins are properly tracked, assigned, and followed up on

Reporting & Analytics

• Generate regular CRM reports and dashboards to track customer engagement, campaign performance, lead conversion, and database growth

• Analyse customer data and campaign performance to provide actionable insights and recommendations to management

• Ensure proper tracking and reporting mechanisms are in place for CRM initiatives and customer engagement activities

• Work closely with management and regional teams to improve reporting accuracy, visibility, and operational efficiency

Digital Marketing

• Front digital initiatives for Time Emporium, including website updates, social media postings, content coordination, and online campaign support

• Execute digital campaigns across various platforms including, but not limited to, Meta and programmatic buys.

• Front campaign implementation and ensure timely execution of digital deliverables

• Support website content updates, product uploads, campaign landing pages, and asset coordination

• Assist with social media postings, content scheduling, and coordination of digital assets across platforms

• Assist in tracking online leads and supporting O2O conversion initiatives

• Coordinate with agencies and internal stakeholders to ensure smooth execution of digital campaigns and content requirements

• Support campaign reporting, competitor monitoring, and digital performance tracking

• Support digital marketing and content initiatives across the wider business portfolio where required

Requirements:

• Degree/Diploma in Marketing, Mass Communications or Public Relations.

• Minimum 2 years of experience in a similar capacity.

• Familiar with CRM software such as HubSpot or SalesForce.

• A dynamic and committed team player who is creative, resourceful and possesses a flair for digital marketing.

• Self-starter who is results-oriented and driven to deliver within allocated timelines and budgets.