Senior Manager- CRM

• →Own the regional loyalty programme strategy, including tiering, rewards structures, and benefits design, to drive member acquisition and retention.
• →Define and track loyalty programme KPIs, including member growth, engagement rates, redemption rates, and programme profitability.
• →Continuously evaluate and refine the loyalty value proposition to remain competitive within the regional e-commerce and fashion landscape.

• Partner with the relevant Marketing teams to design and execute lifecycle marketing campaigns that increase member engagement and repeat purchase behaviour.
• Use customer data and segmentation to personalise loyalty communications, offers, and rewards across the member base.
• Analyse member behaviour and purchase patterns to identify opportunities for retention and cross-sell initiatives.

• Own the design, mechanics, and performance of ZALORA's regional referral (member-get-member) programme, including incentive structures for both referrer and referee.
• Define and track referral programme KPIs, including referral conversion rate, cost per acquisition via referral, and programme fraud/abuse rate.
• Integrate referral mechanics with the loyalty and CRM ecosystem to maximise cross-programme synergies and avoid incentive overlap or cannibalisation.

• Identify, negotiate, and manage strategic partnerships with brands and third parties to expand the loyalty rewards ecosystem.
• Collaborate with the Commercial and Category teams to align loyalty rewards with broader business and promotional strategies.

• Work with Data and Tech teams to maintain and enhance the loyalty platform, ensuring a seamless member experience.
• Analyse and report on loyalty programme performance on a regular basis, including variance analysis and commentary for senior stakeholders.
• Drive process improvements and technology enhancements to improve loyalty programme efficiency and member experience.

• Lead, coach, and develop the regional loyalty team across South East Asia through clear objectives, regular check-ins, capability building, hiring, onboarding, training, and development planning.
• Provide regular executive updates and leadership communication to the CMO and senior management on loyalty programme performance, member insights, and key strategic initiatives across markets

• Bachelor's or Master's degree in Marketing, Business, or a related discipline.
• Significant experience in loyalty, CRM, or customer retention marketing, ideally with regional exposure and/or e-commerce experience.
• Demonstrated experience managing loyalty or membership programmes across multiple markets or jurisdictions in South East Asia.
• Experience designing and executing lifecycle marketing campaigns and customer segmentation strategies.
• Strong understanding of loyalty programme mechanics, rewards structures, and customer retention principles.
• Experience with CRM platforms, loyalty technology, and data analytics tools.
• Able to lead process improvement, partnership development, and loyalty programme initiatives across the organization.
• Able to manage, coach, and develop teams in a fast-paced, cross-functional, and matrixed environment.
• Excellent written, verbal, presentation, and executive communication skills.
• Strong analytical, project management, time management, and stakeholder-management skills.
• Self-starter with strong attention to detail and the ability to operate independently while maintaining strong oversight of programme performance.
• Willingness and ability to travel and work across regional markets, including Malaysia, Singapore, Indonesia, and the Philippines, as applicable to the role scope.

• An exciting platform to make your success story
• Have the utmost care for your mental and physical wellbeing
• Flexibility weaved into your lifestyle
• A seamless work environment with a friendly & team-fueled culture
• Career growth aligned to your professional and personal needs and goals

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ZALORA is Asia’s leading online fashion, beauty, and lifestyle destination, and part of Global Fashion Group. As one of the region’s pioneering large-scale e-commerce platforms, ZALORA has established a strong presence across Southeast Asia, with key markets in Singapore, Indonesia, Malaysia, the Philippines, and Hong Kong, and receives over 50 million visits monthly.

ZALORA does not accept resumes or candidate submissions from third parties for any position, whether advertised or otherwise, unless ZALORA has entered into a valid written agreement with such third party and has expressly requested candidate referrals.

Any third party that submits unsolicited candidate information, resumes, or profiles without prior written authorization from ZALORA agrees that it has no entitlement to any placement fee, referral fee, or other compensation, even if the candidate is later hired or engaged by ZALORA or Global Fashion Group.

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