CRM & Customer Journey Director

A global fashion apparel company is seeking a Director, CRM & Customer Journey. The selected candidate will lead customer experience strategies, drive loyalty, and optimise customer lifetime value.

Responsibilities:

• Develop and execute CRM and customer journey strategies aligned with business goals
• Manage customer service teams, setting clear goals and direction
• Oversee customer data collection, management, and analysis to ensure data integrity
• Build customer segmentation models and tailor marketing campaigns
• Plan and execute multi-channel CRM campaigns including email, app push, and LINE
• Analyse CRM campaign performance to drive improvements and maximise ROI
• Lead customer insight initiatives to inform product and marketing strategies
• Collaborate cross-functionally to enhance customer experience across digital and physical touchpoints
• Build pipelines and share insights on risks and opportunities with management
• Manage NPS projects, leading internal and external stakeholders to improve customer satisfaction
• Partner with IT to develop or upgrade CRM systems, POS, and marketing automation tools
• Plan and manage annual budgets for CRM and customer journey initiatives
• Lead, mentor, and develop CRM and customer service teams

Requirements:

• Bachelor’s degree or above
• More than 5 years of CRM experience in retail or fashion is ideal
• More than 3 years of leadership experience preferred
• Proven experience in CRM, digital communication tools, and customer journey management
• Skilled in marketing automation tools, data analysis, and customer insights gathering
• Adept at project management with a strong focus on ROI
• Proficient in Excel and PPT
• Business level English

About the Company:

An international apparel company that commands a number of powerful brands, this company markets its clothing in countries all corners of the world. With brands that are instantly recognisable in shopping spaces across the globe, this organisation continues to be a market leader.

Keywords:

カスタマージャーニー, マーケティングオートメーション, 顧客分析, デジタルマーケティング, ファッション業界, データドリブン, カスタマーサービス, プロジェクトマネジメント, 求人, 外資系

Job Ref: OEMMMW