Crm Loyalty Lead (Remote)

Founded in 2021 at Sachi Skin we are dedicated to changing the way you think and feel about your skin. We make results-driven, thoughtful skincare for diverse skin tones with the goal of healthy skin for all.

We are looking for a creative self-starter and skincare enthusiast CRM & Loyalty Lead to join our small but growing team. You’ll play a critical role in driving customer engagement and retention through the development, implementation, and optimization of our global Customer experience and CRM strategies for customer excellence. You will be responsible for managing our customer communications and current CRM platform, Klaviyo, and leveraging its full potential to maintain and optimise our automated marketing flows, segment our customer database, and deliver personalised communication. A key focus will be enhancing customer lifetime value through tailored campaigns and owning the loyalty scheme, alongside managing key subscription metrics.

Key Responsibilities:

Customer Service

• Answer CS questions to be at the forefront of Customers problems and needs, identifying problems, bottlenecks and opportunities
• Reporting feedback to product development and content marketing

CRM Management & Strategy

• Reporting to the Growth Manager, lead and manage the CRM function, ensuring the execution of strategies that improve customer retention, repeat purchase rates, and lifetime value.
• Develop and implement email marketing strategies, focusing on automation, segmentation, and personalisation.
• Monitor and analyse the performance of CRM initiatives and optimise campaigns for improved engagement and ROI.
• Continual assessment of the CRM technology stack, providing strategic planning and input to the leadership team on directions to take with customer data, personalisation and segmentation.
• Decide on the best strategies for our currently experimental areas of CRM such as SMS, inserts and AI personalisation.

Marketing Automation & Segmentation

• Build, manage, and optimise automated customer journeys, including welcome flows, post-purchase flows, abandoned cart flows, and win-back campaigns.
• Segment the rapidly growing customer database based on behaviour, purchase history, and demographics to create highly targeted marketing campaigns.
• Continuously test and refine email subject lines, content, CTAs, and send times for maximum effectiveness.

Customer Loyalty Program

• Own and manage the brand’s loyalty scheme, ensuring it is fully integrated into the CRM strategy.
• Develop initiatives to increase customer engagement with the loyalty program and track key metrics such as participation rate and lifetime value uplift.
• Identify opportunities to enhance the loyalty offering and ensure it aligns with the broader marketing strategy.

Subscription Management

• Oversee key subscription metrics, including retention rates, churn rates, and subscription growth, with the goal of increasing customer lifetime value.
• Collaborate with the product and marketing teams to develop new initiatives aimed at improving the customer subscription experience.
• Monitor subscription performance and provide insights on how to optimise recurring revenue streams.

Data Analysis & Reporting

• Analyse and report on CRM and email marketing performance, identifying trends, challenges, and areas of improvement.
• Provide regular updates to senior management on CRM performance, customer retention metrics, and the impact of loyalty and subscription initiatives.
• Leverage customer insights to inform broader marketing strategies and product development decisions.

Cross-functional Collaboration

• Work closely with marketing, product, and eCommerce teams to ensure alignment of CRM efforts with broader business objectives.
• Partner with creative and content teams to develop engaging and relevant email content that aligns with brand tone and values.

What we’re looking for:

Skills & Experience

• Proven experience in CRM management, specifically in a DTC or eCommerce environment, preferably within the skincare or beauty industry.
• Advanced experience with Klaviyo or similar marketing automation platforms.
• Strong understanding of email marketing best practices, automation workflows, and database segmentation techniques.
• Experience managing customer loyalty programs and driving improvements in customer lifetime value and retention.
• Knowledge of key subscription metrics and strategies to optimise customer subscription journeys.
• Proficiency in data analysis and reporting tools, with the ability to translate insights into actionable strategies.
• Excellent project management skills with the ability to manage multiple initiatives simultaneously.
• Strong communication skills and a collaborative mindset.
• You’re customer centric, have an exceptional eye for detail and a creative flair.
• You’re someone who thrives in a fast paced and ever changing startup environment.

Key Performance Indicators (KPIs) you’ll own:

• Growth in customer lifetime value (CLTV).
• Customer retention rates
• Growth in loyalty program participation.
• Subscription retention and renewal rates.

What We Offer

• Product allowance
• Company bonus scheme.
• Opportunity to join at a pivotal stage of growth
• Remote Work, (2-3 times a year meet up based in KL)
• More perks as we (and you) think of them!