CRM Executive New Grad

ROLE SUMMARY:

• The CRM Executive will support the execution of customer relationship management activities for ZALORA Members Club (ZMC) in the HKMYPHIDSG. The role focuses on encouraging membership acquisition, educating members about their benefits, increasing engagement, and supporting retention through relevant and timely customer communications.
• Working closely with CRM, Loyalty, Campaign, Creative, and Analytics teams, the CRM Executive will execute campaigns across approved CRM channels, maintain communication accuracy, monitor performance, and recommend improvements to the member experience.

RESPONSIBILITIES

• Execute ZMC CRM campaigns: Set up, schedule, and deploy approved campaigns across email, push notifications, in-app messaging, and app inbox, as applicable.
• Maintain the ZMC CRM communication calendar: Coordinate campaign schedules with the CRM Manager and relevant stakeholders, ensuring timely execution and avoiding overlapping or excessive customer communications.
• Support membership acquisition: Execute targeted communications that introduce ZMC, explain its value, and encourage eligible customers to join.
• Support member lifecycle communications: Execute approved onboarding, benefit education, engagement, and reactivation campaigns, including expiry and renewal reminders where applicable to the program.
• Set up customer segments: Build and validate campaign audiences using approved criteria such as membership status, purchase behavior, engagement, and lifecycle stage. Apply the required exclusions and suppression rules.
• Coordinate campaign implementation: Review complete campaign briefs and supplied assets, confirm execution requirements, and communicate delivery timelines. Flag missing information to the campaign owner before setup.
• Prepare customer communications: Adapt approved messaging to each CRM channel, including subject lines, notification copy, and calls to action. Ensure content accurately reflects ZMC benefits, offer eligibility, validity periods, and terms.
• Perform pre-launch quality checks: Validate copy, creative assets, audience selection, personalization, links, deep links, tracking parameters, and campaign schedules before deployment.
• Support automated journeys: Assist with the setup, testing, monitoring, and maintenance of approved ZMC journeys in coordination with the relevant CRM strategy and technical teams.
• Monitor campaign delivery: Check that communications are deployed correctly, investigate execution issues, and coordinate fixes or escalation with the appropriate teams.
• Analyze and report performance: Prepare campaign reports covering relevant delivery, engagement, conversion, and revenue measures. Track membership acquisition, renewal, or reactivation results where reliable tracking is available.
• Conduct campaign testing: Execute approved A/B tests on messaging, creative, timing, and audience selection. Document results and recommend improvements.
• Coordinate the member experience: Work with onsite, campaign, and loyalty stakeholders to ensure CRM messages are consistent with landing pages, promotional mechanics, and the customer journey.
• Maintain campaign documentation: Keep campaign records, approvals, audience criteria, test results, and learnings organized for future reference.
• Follow customer communication standards: Apply company requirements for consent, customer data handling, communication frequency, and brand consistency.

KEY INTERFACES

• CRM Manager and local CRM team
• Loyalty / ZMC program owner
• Regional CRM / Customer Strategy team
• Campaign and Commercial teams
• Creative / Graphic Design team
• Onsite Marketing team
• Data and Analytics team
• CRM Systems / Product / Technology teams
• Customer Service team
• Partnerships team, where relevant to ZMC offers

EDUCATION AND EXPERIENCE

• Bachelor’s degree in Marketing, Business Administration, Communications, or a related field, or equivalent relevant experience.
• Preferably 1–3 years of experience in CRM, lifecycle marketing, digital marketing, or campaign execution.
• Experience in e-commerce, retail, loyalty, or membership programs is an advantage.
• Hands-on experience executing email, push notification, or other customer communication campaigns is preferred.

KEY QUALIFICATIONS

• Working knowledge of CRM campaign setup, scheduling, audience segmentation, and reporting.
• Understanding of customer lifecycle marketing, including acquisition, onboarding, engagement, retention, and reactivation.
• Strong written communication skills, with the ability to explain membership benefits and promotional mechanics clearly.
• Strong attention to detail when checking customer audiences, campaign content, offer terms, links, and schedules.
• Ability to interpret campaign results and translate findings into practical recommendations.
• Familiarity with A/B testing, personalization, and automated customer journeys.
• Good organizational and time-management skills, with the ability to manage multiple campaigns and meet deadlines.
• Ability to work independently on assigned tasks while coordinating effectively with cross-functional teams.
• Proficiency in Excel or Google Sheets and PowerPoint or Google Slides.
• Experience with analytics and reporting tools, such as Looker or Mixpanel, is an advantage.
• Basic HTML and CSS knowledge for email template adjustments is an advantage.
• Awareness of customer privacy, consent, and responsible handling of customer data.
• Adaptability to changing priorities in a fast-paced e-commerce environment.

Wonder how it's like to build your career with ZALORA? Inspired by employees, we believe you'll be in for:

• 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

Want to stay ahead with our developments? Follow us at our LinkedIn page and know more about us from our career website.

The ZALORA Story

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.

Consent Disclaimer

By submitting your application for this role, you consent to ZALORA collecting, using, processing, and disclosing the personal data contained in your application and any supporting documents for recruitment-related purposes, including assessing and evaluating your suitability for the present role and for other positions and career opportunities within ZALORA. Your personal data may be shared within the ZALORA Group and with authorized third-party service providers on a need-to-know basis for these purposes.

Where applicable, your personal data may also be stored or processed on systems or servers operated by ZALORA’s service providers, including providers located outside the jurisdiction in which your data was collected. You may request access to or correction of your personal data held by ZALORA by contacting the relevant ZALORA contact point or Data Protection Officer.