Senior Manager CRM Campaign & Operations

About Valiram

Valiram is a retail company founded in 1935. The company has expanded to become a global retail industry with 520+ locations in 10 different countries. By 2027, we will be more than doubling our size to 1200, with an expected 5,500+ employees under Valiram Group. Learn more about us at www.valiram.com.

Valiram Brands:

• Beauty (Victoria’s Secret, Bath & Body Works, Rituals, Molton Brown).
• Fashion (Michael Kors, Steve Madden, Tory Burch, Chloe, MLB Korea, Giuseppe Zanotti, Charles & Keith, Pedro etc)
• Accessories (Swarovski, Mont Blanc)
• Travel Retail (Hermes, Bvlgari, The Flying Emporium, Coach, Polo Ralph Lauren, Lacoste, Beaute Love, Ion Gizmos, Candy Party, Wear + When, Tumi).
• F&B (Bacha Coffee, Quivo, Godiva, TWG Tea, Laderach, Candy Party).
• Watches (Swiss Watch Gallery, Tudor, Rolex, Cartier, Tissot, Zenith, Bell & Ross, Breitling, Blancpain, Omega).

About the Role

We are looking for a highly organized and strategic CRM Campaign & Operations Manager to lead the execution of our CRM and loyalty campaigns across multiple markets. This role will manage a team of campaign executives and support executives, ensuring seamless execution, troubleshooting, and optimization of all campaign activities. Acting as a marketing operations leader, the ideal candidate will focus on end-to-end campaign management, governance, and resource oversight, ensuring timely delivery, accurate audience targeting, and adherence to brand guidelines.

In addition to overseeing campaign management, this role will also provide essential retail store support by assisting with store creation and configuration, managing escalations from store staff, and ensuring that customer data updates and PDPA compliance are maintained across all loyalty and CRM initiatives.

Key Responsibility Areas:

Campaign Execution & Operations Management:

• Lead a team of campaign and support executives to execute CRM and loyalty campaigns, ensuring that they are delivered on time, accurately targeted, and aligned with business goals.
• Function as a marketing operations leader, overseeing the day-to-day operational aspects of campaign management, including setup, execution, and optimization.
• Ensure all campaigns adhere to brand guidelines and engagement criteria, with continuous improvements based on performance insights.

Retail Store Support:

• Oversee store creation and configuration to ensure CRM and loyalty systems are properly set up and functioning in retail stores.
• Manage store staff feedback escalation, ensuring that issues related to loyalty and CRM systems are addressed promptly.
• Ensure customer data updates are executed efficiently in line with PDPA compliance and internal policies.
• Serve as a key point of contact for store support related to CRM and loyalty, offering guidance and resolving store-level issues as they arise.

Team Leadership & Support Services:

• Manage and mentor a team of campaign and support executives, providing guidance, training, and performance feedback.
• Oversee support services, ensuring that the team handles troubleshooting and operational issues efficiently, without compromising customer experience or brand integrity.
• Foster a culture of continuous improvement and collaboration within the team, ensuring all operations run smoothly.

CRM Strategy & Creative Engagement:

• Develop creative engagement strategies to maintain high customer loyalty and maximize the usage of the loyalty app.
• Ensure customer communication is timely, relevant, and not overwhelming, optimizing touchpoints to enhance customer satisfaction.
• Identify engagement gaps and design strategies to keep customers consistently active within the program.

Governance & SLA Management:

• Lead group-wide CRM and loyalty strategies, ensuring alignment with overall business objectives while allowing for market-specific customization.
• Establish governance protocols to ensure consistent execution across markets, while maintaining flexibility for local needs.
• Manage and track SLAs related to campaign execution and service delivery, ensuring all commitments are met within agreed timelines.

Resource & Support Service Management:

• Allocate resources effectively to ensure campaign operations are efficiently managed and support services are responsive.
• Develop resource management strategies to optimize team performance and productivity in delivering successful campaigns.

Troubleshooting & Issue Resolution:

• Oversee campaign-related troubleshooting, ensuring the team resolves issues quickly and efficiently.
• Work closely with technical, data, and support teams to ensure smooth execution of campaigns and handle any operational disruptions.

Reporting & Insights:

• Analyze campaign performance data and provide regular reports to stakeholders, outlining key metrics such as engagement, retention, and ROI.
• Use insights to make data-driven decisions and recommendations for future campaign improvements.

Qualifications & Skills

Education:

• Bachelor’s degree in marketing, Public Relations, Business, Communications, or a related field.
• Equivalent work experience in CRM, Marketing Operations, or related fields may be considered in lieu of formal education.

Experience:

• 4-5 years of team management experience in a CRM, loyalty, or marketing operations role.
• Proven experience in managing CRM and loyalty programs, including team leadership and campaign execution across multiple markets.
• Strong understanding of CRM strategies, customer segmentation, and campaign automation tools.
• Hands-on experience with marketing tools such as email marketing platforms, Customer Data Platforms (CDP), and Jira project management or similar tools for project tracking.
• Experience in marketing operations leadership, with a focus on resource management, campaign optimization, and governance.
• Strong ability to lead and manage teams, fostering a culture of collaboration and continuous improvement.
• Excellent troubleshooting skills, with a proactive approach to resolving campaign issues.
• Familiarity with SLAs and governance protocols in campaign execution.
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.
• Excellent communication and interpersonal skills, capable of managing stakeholder relationships at all levels.
• Experience with loyalty apps and driving customer engagement through innovative strategies.