Senior Executive - Customer Experience

<div><h3>Company description</h3><p><b>Digitas</b>is the region’s first true<b>Marketing Transformation agency</b>, driven by the belief that “Your brand is the experience, and the experience is your brand.”</p><p>We use the power of<b>customer data</b>to guide decisions across media, communications, martech, and experience. Our integrated services cover everything from<b>performance marketing and SEO</b>to<b>media ops and market research</b>.</p><p>If you’re passionate about reshaping how brands connect,<b>Digitas</b>is where you belong.</p><h3>Overview</h3><h3>About the Role</h3><p>We are looking for a CRM&Lifecycle Marketing Senior Executive to lead customer communications across email and mobile app channels. This role is responsible for end-to-end CRM campaign management, including campaign planning, segmentation, personalization, content and creative direction, performance reporting, and stakeholder management.</p><p>The ideal candidate should have strong CRM experience, a good understanding of customer segmentation, loyalty and lifecycle marketing, and the ability to lead CRM campaigns from strategy to execution while working with cross-functional teams.</p><h3>Responsibilities</h3><h3>CRM Campaign Management</h3><ul><li>Plan and manage CRM campaigns across email and mobile app channels.</li><li>Develop CRM campaign calendars aligned with product launches, promotions, and seasonal campaigns.</li><li>Manage campaign briefing, timelines, approvals, deployment, and post-campaign reporting.</li><li>Support lifecycle journey development including onboarding, engagement, retention, and reactivation campaigns.</li></ul><h3>Loyalty&Customer Engagement</h3><ul><li>Plan and manage CRM campaigns supporting the brand’s loyalty and rewards program.</li><li>Develop targeted campaigns to drive customer frequency, retention, and rewards redemption.</li><li>Manage communications related to rewards, loyalty offers, app-exclusive promotions, and member engagement.</li><li>Support lifecycle initiatives to improve customer retention, reactivation, and long-term loyalty.</li><li>Work closely with app and loyalty teams to align CRM communications with loyalty program objectives.</li></ul><h3>Segmentation&Personalization</h3><ul><li>Work with data teams to define and build audience segments (RFM, behavioural, product preference, lifecycle stages).</li><li>Execute targeted and personalized campaigns to improve engagement, conversion, and customer frequency.</li></ul><h3>Creative&Content Direction</h3><ul><li>Lead CRM content direction across email and push notification channels.</li><li>Work with copywriters and designers to guide messaging, content structure, and visual direction.</li><li>Review and approve CRM content to ensure alignment with brand tone of voice and campaign objectives.</li><li>Collaborate with design teams on email templates, layouts, and visual hierarchy.</li></ul><h3>Performance Tracking&Reporting</h3><ul><li>Monitor CRM performance including open rates, click rates, engagement, and conversions.</li><li>Provide insights and recommendations to improve campaign performance, segmentation, and content effectiveness.</li></ul><h3>Stakeholder Management</h3><ul><li>Act as the main CRM point of contact between client teams, data teams, creative teams, and deployment teams.</li><li>Manage campaign approvals, timelines, and deliverables across multiple stakeholders.</li><li>Ensure campaigns are delivered accurately and on time.</li></ul><h3>Qualifications</h3><ul><li>3–5 years’ experience in CRM, Lifecycle Marketing, or Digital Marketing.</li><li>Experience managing email marketing and mobile app campaigns.</li><li>Strong understanding of customer segmentation, personalization, and lifecycle marketing.</li><li>Experience working on loyalty or rewards programs is a plus.</li><li>Strong creative judgment and ability to guide content and design teams.</li><li>Strong stakeholder and project management skills.</li><li>Analytical mindset with experience in campaign reporting and performance analysis.</li><li>Experience in QSR, retail, FMCG, or app-based businesses is a plus.</li></ul><h3>Additional information</h3><p>R-3765, P-4275</p></div>#J-18808-Ljbffr