Regional CRM Senior Executive

PURPOSE OF THE JOB

Responsibilities:

Campaign Operations & Deployment

Own the end-to-end setup and deployment of CRM campaigns and customer journeys across all supported channels, while meeting quality, compliances and operational standards. 

Key Tasks

• Build and configure campaigns within the CRM platform based on approved campaign briefs.

• Perform end-to-end quality assurance for all campaigns and customer journeys.

• Convert business requirements into executable CRM campaigns using audience segments and data assets provided by the CRM Data Strategist.

• Configure campaign rules, targeting logic, personalization, scheduling, tracking links, and deployment settings.

• Execute campaigns across Email, SMS, WhatsApp, and future CRM communication channels.

• Review campaign briefs and proactively challenge unclear requirements, targeting logic, or execution feasibility before campaign setup.

• Coordinate and obtain necessary approvals to campaign launch readiness with local markets and relevant stakeholders.

• Manage deployment schedules to ensure campaigns are launched according to agreed timelines.

• Execute campaign launches following established governance and approval processes.

Content Production & Template Management

Support the creation, localization, and maintenance of CRM content assets to enable efficient campaign execution.

Key Tasks

• Create and localize campaign content based on briefs provided by local market teams.

• Adapt content across Email, SMS, WhatsApp, and other CRM channels while maintaining brand consistency.

• Coordinate with external freelancer(s) for template design, development, and updates.

• Manage template production timelines and ensure deliverables meet technical and branding requirements.

• Maintain a repository of approved CRM templates and reusable campaign assets.

• Ensure templates remain up to date with platform, regulatory, and brand requirements.

Campaign Tracking, Reporting & Data Integrity

Own campaign tracking implementation and reporting readiness to ensure accurate measurement of CRM performance.

Key Tasks

• Configure campaign tracking parameters and reporting structures.

• Validate tracking implementation prior to launch.

• Monitor campaign delivery and performance data following deployment.

• Generate and distribute campaign performance reports to relevant stakeholders.

• Track campaign delivery performance against established operational and business KPIs.

• Analyse campaign performance and propose actionable optimizations, including A/B testing ideas for subject lines, content, audience segments, send timing, and channel mix.

• Investigate reporting discrepancies and data anomalies.

• Support local markets with campaign/customer data exports and reporting requests.

• Ensure campaign data is accurately captured and maintained within established global CRM reporting frameworks and dashboards.
  

Market Support & CRM Operational Troubleshooting

Provide day-to-day CRM operational support to local market teams and stakeholders.

Key Tasks

• Act as the primary operational contact for CRM execution-related inquiries (i.e. campaigns, data exports, reporting, loyalty programme, etc).

• Support local markets with campaign setup, deployment, reporting, and operational guidance.

• Investigate and troubleshoot campaign, journey, automation, and delivery issues.

• Escalate unresolved platform or technical issues to global stakeholders and track resolution progress.

• Share best practices and operational recommendations with market teams.

Operational Excellence & Knowledge Management

Contribute to the continuous improvement and standardization of regional CRM operations.

Key Tasks

• Develop and maintain CRM operating procedures, process documentation, and execution playbooks.

• Document recurring issues, resolutions, and operational best practices.

• Identify opportunities to improve campaign execution workflows and operational efficiency.

• Support implementation of process improvements and operational enhancements.

• Promote consistency in campaign execution across all SEAP markets.

Experience:

• 2-3 years of experience in CRM Operations, Marketing Operations, Email Marketing, or Digital Campaign Management.

• Experience executing campaigns across Email, SMS, and/or other messaging platforms.

• Experience working with CRM platformsor marketing automation tools.

• Able to manage multiple stakeholders and deadlines in a regional or multi-market environment.

• Good working proficiency and communication skills in verbal and written English.

Technical Skills:

• CRM Platforms

• Email marketing operations

• SMS and messaging campaign execution

• Tracking and campaign reporting

• Excel and data management

• QA and troubleshooting processes

Behavioural Competencies:

• Strong attention to detail

• Excellent organisation and project management skills

• Strong problem-solving capabilities

• Ability to manage multiple priorities simultaneously

• Stakeholder management and communication skills

• Process-oriented mindset with a continuous improvement approach

Benefits of Working with Us:

• Gain hands-on experience in CRM execution and operations at a regional scale

• Work in a multicultural and supportive team environment

• Opportunity to work directly with multicultural stakeholders from France, Malaysia, Singapore, Sydney, and Bangkok; including regular collaborations with other marketing streams (Public Relations, E-Commerce, Online Media, Product, Trade).