Job Description

Position Responsibilities

The Regional Senior Executive, CRM Operations is responsible for managing the end-to-end execution, monitoring, and optimisation of CRM journeys across ZUS App markets, ensuring all campaigns and automations run accurately and efficiently.

This role plays a critical function in both ongoing market operations and new market launches, overseeing journey QA, identifying and resolving execution issues (e.g. triggers, audience mismatches, voucher and delivery errors), and ensuring CRM setups are correctly implemented from the ground up.

By leveraging data-driven insights and close collaboration with cross-functional teams, the role will continuously improve journey performance, strengthen retention, and enable scalable, high-quality CRM operations across all markets.

• Own end-to-end CRM journey operations across markets, including setup, execution, monitoring, and optimisation of automated and ad-hoc campaigns (app push, EDM, in-app).
• Continuously monitor live CRM journeys to detect and resolve operational issues (e.g. incorrect triggers, audience mismatches, voucher failures, delivery issues), ensuring high execution accuracy and minimal disruption.
• Execute and maintain CDP operations, including segmentation, journey orchestration, QA testing, and troubleshooting to ensure journeys run as intended.
• Champion structured A/B testing (including control groups), working closely with Regional CRM teams to validate targeting, offers, and lifecycle strategies while reducing promo wastage.
• Track and analyse CRM performance (e.g. CVR, ARPU, ACPU, ROI), generating insights to optimise journey effectiveness and overall business impact.
• Support CRM setup for new markets, including lifecycle journey deployment, tracking framework validation,and ensuring readiness for go-live.
• Develop and maintain dashboards to track retention and CRM performance metrics.
• Identify opportunities for automation and process improvements to scale marketing efforts efficiently.
• Update regular reports on campaign results, user behaviour, and growth metrics.
• Act as a liaison between cross-functional teams to ensure smooth execution of CRM/Growth activities.
• Create and manage project timelines, deliverables, and status updates to ensure deadlines are met.
• Generate reports and dashboards to track key metrics related to CDP performance, campaign effectiveness,and customer engagement. Provide insights to optimize marketing strategies

Job Requirements

Qualification and Experience

• A diploma or a bachelor’s degree in marketing/ marketing communications/ data science /business or related field
• 1-3 years of experience in marketing operations, CRM, or growth-related roles.
• Understanding and hands-on experience with CRM & CDP software (e.g., Salesforce, HubSpot, Zoho, Microsoft Dynamics 365, Insider, CleverTap)
• Experience working with analytic tools such as Google Analytics-Strong analytical skills with the ability to interpret complex data sets and make data-driven decisions.
• High proficiency in Microsoft Excel-API Knowledge (Sometimes): For more technical roles, understanding APIs (Application Programming Interfaces) can be beneficial for custom integrations.
• Understanding on conversion attributions & app events 
• Given bonus if the candidates have experience in working with foreign languages or different markets. (Philippines/Thailand/Indonesia and etc)
• Able to work in a fast-paced and dynamic work environment
• Ability to make hyper data-driven decision
• Ability to learn and apply new knowledge fast and effectively.
• Critical thinking and creative.
• Ability to have a structural thinking and documentation skill

a Necessity, not a Luxury

Skills