Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning fast and convenient way to book delivery and moving services whether they are at their home, at work or on the go. People talk about O2O, we live it. Onto our fourth year as a start-up, now operating in Hong Kong, China, Taiwan, Thailand, Singapore, Philippines and Vietnam, our aspirations don’t stop there as our model has the ability to transform how goods moved in any city worldwide.
As Lalamove continues to expand super-fast – the team is now seeking for an outgoing, energetic and detail oriented CRM Lead to join our regional HQ. The mission of the role is to increase Customer Lifetime Value (CLV) by improving retention, loyalty, and advocacy. The successful candidate will own the end-to-end process of planning, creating, executing, optimizing, reporting, and sharing insights from campaigns and tests in a fast-paced, dynamic environment. As a Retention marketing lead, you’d be managing a team of CRM specialists in order to help execute a cohesive CRM automation strategy across the SEA region.
You’d be working very closely with both product & user acquisition team to improve the overall retention rate of the users.
This role reports to Marketing Director
The must-haves:
- Problem-solver: To be able to identify & anticipate problems in order to be both proactive & reactive.
- User Empathy: To be be able think from a perspective of a user & build user journeys which are seamless.
- High autonomy: Self-organized, passionate with a can-do attitude and own end-to-end projects.
- Data Driven: To utilize existing data on hand to make informed decisions
- Team-player: To be able to understand team challenges & to be able to build team empathy in while delivering results at the same time.
- Collaborative mind-set: You will have to work with multiple stakeholders to plan, implement & measure all branding efforts & strategies across multiple markets.
What you'll do:
- Drive and optimize key traffic and revenue metrics to bring incremental revenue lift through engagement and retention
- Build deep understanding of our users and identify opportunities for growth and optimisation at every stage of the customer lifecycle
- Drive the direction of customer segmentation, targeting, and reporting to inform the development of the customer lifecycle
- Run campaigns and other growth initiatives from end-to-end: prioritize projects, design experiments, develop campaign strategy, oversee execution and analyse results
- Leverage marketing automation tools to develop transactional, promotional, and informational content strategies that maximize customer activation and retention
- Partner with local teams to help define an end-to-end customer lifecycle management strategy from onboarding to engagement to reactivation, localized as relevant to meet the market needs
- Develop an effective way to maintain constant visibility and transparency into the plans and progress of your team
What you'll need:
- 4+ years experience in marketing with demonstrated success in marketing CRM automation
- Previous experience in dealing with CRM automation tools is a must (Leanplum, MixPanel, Braze, CleverTap etc)
- Experience in user segmentation management would be a plus
- Demonstrated analytical success and the capacity for developing / understanding strategy in the area of re-activation and retention
- Have the ability to create something from nothing, identify a game plan, get results and embrace for ambiguity with the mentally of "if at first you don't succeed, try, try again"
- Data and results driven with exceptional detail and knowledge around metrics, KPI, ROI analysis and A/B testing
- Understanding and working knowledge of HTML, CSS, and SQL
- Excellent communication skills in English (Cantonese and Mandarin will be a plus)