Mediacorp Pte Ltd Hiring! Full Time CRM - Customer Lifecycle Manager in - Ricebowl

Responsibilities

The CRM & Customer Lifecycle Manager is responsible for developing and driving customer lifecycle and retention strategies for The Wonder Shop, Mediacorp's content-driven ecommerce platform. This role focuses on maximising customer lifetime value through CRM, loyalty, and personalised engagement across owned channels.

Working closely with the Marketing & Growth Strategy Manager, this role translates overall growth strategy into effective lifecycle programmes, ensuring strong customer retention, engagement, and repeat revenue contribution.

Key Responsibilities

• Customer Lifecycle Strategy & Execution
• Develop and implement end-to-end customer lifecycle strategies across onboarding, activation, retention, and reactivation.
• Design and optimise automated customer journeys based on behavioural and transactional data.
• Continuously refine lifecycle touchpoints to improve engagement, conversion, and repeat purchase rates.
• CRM & Retention Marketing
• Own CRM channels (email, and other owned platforms) as key drivers of customer engagement and revenue.
• Plan and execute CRM campaigns, including newsletters, triggered flows, and targeted communications.
• Ensure consistency of messaging and alignment with overall marketing campaigns.
• Segmentation,Personalisation& Customer Insights
• Lead customer segmentation strategies to enable targeted and personalised communication.
• Leverage data to identify key customer cohorts, behaviours, and opportunities for growth.
• Translate insights into actionable CRM strategies that improve customer experience and performance.
• LoyaltyProgrammeDevelopment
• Support the development and optimisation of loyalty programmes to drive retention and frequency.
• Design engagement mechanics (rewards, tiers, incentives) that encourage long-term customer relationships.
• Monitor loyalty performance and recommend enhancements.
• Database Growth & Health
• Drive initiatives to grow and strengthen the customer database across digital touchpoints.
• Ensure best practices in database management, segmentation structure, and data hygiene.
• Monitor deliverability, engagement health, and compliance standards.
• Performance Management &Optimisation
• Own CRM performance metrics including engagement rates, conversion, retention, and revenue contribution.
• Conduct testing strategies (A/B testing, journey optimisation) to continuously improve outcomes.
• Provide regular performance insights and recommendations to inform broader growth strategy.
• Cross-Functional Collaboration
• Partner with Marketing, Merchandising, and Digital teams to align CRM initiatives with broader campaigns and business priorities.
• Work closely with the Marketing & Growth Strategy Manager to ensure lifecycle strategies support overall business goals.
• Contribute to planning discussions with a strong customer and retention perspective.
  
  

Qualifications

Skills & Requirements

• 4-7 years of experience in CRM, lifecycle marketing, or retention marketing
• Strong experience with CRM platforms (e.g., Dot Digital, Braze, Klaviyo, etc.)
• Proven ability to build and optimise lifecycle programmes and automated journeys
• Strong analytical skills with the ability to translate data into actionable insights
• Experience in loyalty programme design or customer engagement strategies is a plus
• Ability to balance strategic thinking with hands-on execution
• Strong stakeholder management and communication skills