Cooper Companies

Global medical devices and vision care

CRM Manager

Growth MarketingConfirmed live in the last 24 hours

Full-timeShanghai, ChinaNo salary listed

About the Job

Requirements

At least 8 years of experience in the health, beauty, or 3C industry, including at least 2–3 years of hands-on experience in CRM, consumer data/CDP, membership, or private-domain operations.
Solid understanding of the mobile internet, e-commerce ecosystems including Tmall, JD, and Douyin, and social commerce trends; familiarity with CDP/CRM solutions, One-ID, and tag systems.
Ability to plan business based on data analysis and insight, work with consumer data, funnels, and cohort metrics, and possess basic finance knowledge.
Strong project management and cross-functional influencing skills in a matrix organization; ability to work hands-on from strategy through execution.
English as a working language.
Bachelor’s degree or above in Marketing, Business, Statistics, Data Science, or a related field.

Responsibilities

Own the end-to-end design, build-up, and operation of CooperVision China’s cross-platform consumer data platform and CRM capability covering Tmall, JD, Douyin, and offline store/optical retailer scan-to-join.
Establish a brand-owned, sustainable communication asset and shift consumer engagement toward a data-driven new and retained customer model, improving acquisition investment efficiency across the product lifecycle.
Translate the CDP and CRM project into a phased executive roadmap and define measurable success metrics, including new-customer ratio, new/returning customer contribution, loyalty, and member penetration by channel.
Diagnose acquisition and retention pain points and quantify the value of a brand-owned data asset.
Provide business requirements to ISV/CDP vendor and agency partners and benchmark industry and competitor practices, including e-commerce environments and platform data interfaces.
Lead the CDP build program end to end, including data deployment architecture; onboarding offline scan-to-join, Tmall, JD, and Douyin consumers; historical data migration, parallel run, reconciliation, and cut-over planning; and the One-ID and tag-system framework.
Ensure brand ownership of first-party data through private deployment and dedicated resources during major campaigns, maintaining business continuity through migration in collaboration with IT, legal/compliance, and platform partners.
Define and maintain consumer tag taxonomy and segmentation standards for category, lifecycle stage, channel, and SKU-level purchase behavior across markets, brands, and campaigns.
Build a unified cross-channel, SKU-level consumer behavior view to support brand, assortment, and channel strategy.
Monitor cross-channel customer inflow and outflow, identify brand-new versus channel-new customers, and prevent incentive abuse across platforms.
Develop audience strategies using profiling, cohort and lifecycle analysis, and post-campaign evaluation.
Design and run cross-channel CRM programs, including lifecycle-based content and product/activity pushes, new-product launches, points and tiering, member benefits, upgrade incentives, and timely consumer feedback handling.
Grow owned/private-domain reach through WeChat, SMS/in-app messaging, and brand membership to reduce dependence on on-platform touchpoints and improve retention economics.
Own the CRM KPI dashboard and regular M+1 planning and M-1 review cadence, tracking acquisition cost, new-customer CPM, repurchase rate, member penetration, and CRM contribution to e-commerce GMV.
Manage CRM/CDP program budgets and vendor and agency performance, and prioritize initiatives by expected return.
Bridge Brand, e-commerce/trade marketing, Medical & Professional Affairs, IT, Legal/compliance, and external vendors, securing stakeholder alignment from design through scale-up.

The CRM Manager (hereafter “the role”) will own the end-to-end design, build-up and operation of CooperVision China’s first cross-platform consumer data platform (CDP) and CRM capability, covering Tmall, JD, Douyin, and offline store / optical retailer scan-to-join. The role will establish a brand-owned, sustainable communication asset, shift consumer engagement from a platform-dependent “traffic-buying” model to a data-driven “new + retained customer” model, and improve the efficiency of acquisition investment across the full product lifecycle – from myopia control (starting in hospitals) to adult lenses (offline optical stores and EC) – ultimately lifting brand new-customer ratio, repurchase / upgrade rate and member penetration.

Knowledge, Skills and Abilities:

Strong accountability, self-motivated with a sense of ownership, and a result-oriented mindset, with strong problem-solving skills.
Solid understanding of mobile Internet, EC ecosystems (Tmall / JD / Douyin), and social commerce trends; familiar with CDP / CRM solutions, One-ID and tag systems.
Able to plan business based on data analysis and insight; comfortable with consumer data, funnels and cohort metrics; basic knowledge of finance.
Strong project management and cross-functional influencing skills in a matrix organisation; hands-on, able to move from strategy to execution.
English as working language.

Work Environment:

Office-based

Experience:

At least 8 years’ experience in health, beauty or 3C industry, with at least 2–3 years hands-on experience in CRM, consumer data / CDP, membership or private-domain operations; experience leading a cross-platform (Tmall / JD / Douyin) .

Education:

Bachelor’s degree or above in Marketing, Business, Statistics, Data Science or a related field.

CDP / CRM Strategy & Roadmap:

Translate the CDP & CRM project into a phased executive roadmap and define measurable success metrics, including brand new-customer ratio, new/returning customer contribution, loyalty and member penetration by channel.
Diagnose current acquisition and retention pain points (rising new-customer and re-purchase communication costs, shortage of owned media, dormant customers reachable only within a single platform) and quantify the upside of a brand-owned data asset.
Input business requirements to ISV / CDP vendor partners and agency partners, and benchmark industry and competitor practice (EC environment, platform data interfaces) to keep the solution fit for purpose.

CRM System Build-up & One-ID Data Infrastructure:

Lead the CDP build programme end to end: data deployment architecture, data onboarding for offline scan-to-join, Tmall / JD / Douyin flagship consumers, historical data migration (parallel run, reconciliation and cut-over plan), and One-ID plus tag-system framework.
Ensure first-party data ownership by the brand (private deployment, dedicated resources during mega campaigns) and business continuity through migration, working closely with IT, legal / compliance and platform partners.
Define and maintain consumer tag taxonomy and segmentation standards (category, lifecycle stage, channel, SKU-level purchase behaviour) so that data stays usable across markets, brands and campaigns.

Cross-Channel Consumer Insight & Behaviour Analysis:

Build a single-view, cross-channel, SKU-level consumer behaviour picture – including what a consumer bought on Tmall vs. JD vs. offline – to support brand strategy, assortment and channel strategy.
Monitor inflow / outflow between channels, identify true brand-new vs. channel-new customers, and prevent incentive abuse (e.g. trial-lens acquisition programmes that can currently be repeated once per platform).
Turn insight into actionable audience strategies: profiling, cohort and lifecycle analysis (awareness → interest → purchase → repurchase), and post-campaign evaluation / learning loop.

CRM Programme & Lifecycle Marketing Operations:

Design and run CRM programmes across channels: content and product / activity push by lifecycle stage, new-product launches, points & tiering, member benefits and upgrade incentives, and timely consumer feedback handling.
Reduce dependence on increasingly expensive on-platform touchpoints by growing owned (private-domain) reach – WeChat, SMS / in-app, brand membership – and improving retention economics.

Performance Tracking, Budget & Cross-functional Leadership:

Own the CRM KPI dashboard and regular review cadence (M+1 plan / M-1 review): acquisition cost, new-customer CPM, repurchase rate, member penetration, CRM contribution to EC GMV.
Manage CRM / CDP programme budget, vendor and agency performance, and prioritise the initiative pipeline by expected return.
Act as the bridge between Brand, EC / trade marketing, Medical & Professional Affairs, IT, Legal / compliance and external vendors; secure stakeholder alignment from design through scale-up.

About the Company

Cooper Companies

Global medical devices and vision care

Cooper Companies operates in two main areas: CooperVision and CooperSurgical. CooperVision makes a wide range of contact lenses to correct vision, supported by product development, manufacturing, and global distribution. CooperSurgical offers medical devices, fertility, and genomic products for women’s health, covering care from contraception through advanced reproductive treatments, with a vertically integrated model that controls research, development, manufacturing, and distribution. Compared with competitors, the company combines vision care and women’s health in one group and maintains end-to-end control of its product lifecycle, enabling integrated supply and service delivery to healthcare providers and patients worldwide. Its goal is to improve health outcomes for people through accessible contact lenses and comprehensive women’s health products and services, across the globe.

Company size: 201-500
Company stage: IPO
Headquarters: San Ramon, CA
Founded: 1958

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