Customer Value Management Specialist

Overview:

The role is to support the APAC CVM Team Lead, to coordinate with cross-functional teams and work with allocated regional teams to implement the Customer Value Management tasks, including, but not limited to Email, SMS, Push notifications, LINE, Postal mailers & other channels to our clients. The role responsibilities also include meeting set business targets, by contributing to the client’s acquisition process, to drive client engagement that increases lifetime value and tenure.

General Duties:

• To support the CVM Team Lead to implement client lifetime comms to increase conversion rate as well as re-activation rate within all communication channel
• To support the CVM Team Lead to compile weekly and/or monthly CVM reports detailing the activity and the performance of all campaigns
• Idea contributions towards CVM related campaigns and/or projects, eg: to propose A/B testing plans to ensure constant learning and evolvement of retention tactics, etc..
• Working closely with cross-functional teams to implement the agreed communication tasks (marketing sends and service sends) and support legal, regulatory and customer service communications (including maintaining an audit trail of contacts and a bounce back process to meet audit and regulatory commitments) .
• Working closely with Market Analyst team to deliver the agreed content for major platforms(SMS/Email/LINE).
• To support the CVM Team Lead to collaborate with cross-functional teams (Sales/Relationship manager) to identify journey implementation priorities
• To work closely with regional and central Marketing teams (design, copy, Webops) to brief and deliver on required assets for CVM campaigns
• Ad hoc tasks assigned by CVM Team Lead

Qualifications:

• Bachelor’s degree in E-commerce or finance majors is preferred
• Fluent English and Japanese (written and spoken) or Fluent English and Chinese (written and spoken).
• 1+ year experience in E-commerce companies with proven experience using Salesforce/SMS/LINE is preferred
• Commitment to continuous improvement and best practice
• Excellent attention to detail
• Outstanding communication skill
• Ability to work to tight deadlines, across multiple timezone and to prioritise effectively