BAT is evolving at pace into a global multi-category business. Our purpose is to create A Better Tomorrow™ by Building a Smokeless World.
To achieve our ambition, we are looking for colleagues who are ready to join us on this journey! Tomorrow can’t wait, let’s shape it together!
ROLE SUMMARY
The CRM executive is responsible for planning and operating CRM/Loyalty campaigns and executing retention programs. The role requires to manage D2C touchpoints (eDM/LINE or KAKAO) and contents development, communication calendar, developing and managing various consumer journeys across on/off touchpoints. The CRMexecutive will be constantly looking for ways to better understand consumers’ needs and desires, with the purpose of enhancing relationship between brands and consumers.
This role works closely with CRM Manager, supports the Head of CRM and teams in Consumer Experience (CX) to deliver the depth of engagement with consumers across all D2C platforms (on/offline) and build stronger path to data acquisition and personalisation.
Reports to:
Core Relationships:
Internal | External |
Campaign Planning and Activation Teams | Technology Vendors |
Area CX Teams | Creative Agencies |
Local Commercial Teams | Web Development Teams |
Cross Functions (IT, Legal, Insights) | Communication Deployment Agencies |
ACCOUNTABILITIES
- Plan, develop and deliver communications to our existing and identified BAT members across categories, different comms channels to improve engagement and contribute to retention and brand affinity target by driving revenue in own digital channels, frequency of purchase, higher NPS and advocacy/referral.
- Lead the operation of loyalty programs and delivery of educational contents pre & post purchase hypercare
- Lead to manage the communication calendar for own digital channels, coordinating multiples teams/functions regarding their consumer interactions, and finding ways to increase the level and effectiveness
- Support the Head of CRM and CRM Manager to create long-term vision and strategy for CRM that incorporate multi-brands, consumer data and insights
- Analyse and optimise consumer journeys with focus on conversion, retention and brand loyalty enhancement
- Ensure targeted and personalised communications to the right target audience via right channels to increase relevancy and maximise engagement rate.
- Closely work with and manage multiple agencies to manage timeline, deliverables and targets/KPIs and create digital briefs and alignment presentation
- Partner with other digital marketing teams, Channel team, IT stakeholders and relative brands to ensure CRM initiatives are well implemented, leveraging zero party & 3rd party data to deliver integrated business goals
- Support the team on regular cross-functional, cross-market business reviews, program analysis and review, and business case and advocate for new strategic CRM initiatives
- Plan, monitor, optimise budget spending across all programs/campaigns
EXPERIENCE, SKILLS, KNOWLEDGE
Requirements:
- 3~5 years of experience in digital marketing, E-commerce, and CRM/Loyalty
- Excellent communication and coordination skills with multiple stakeholders
- Able to pitch ideas with good storytelling & right level of details as per audience
- English and Japanese or Korean proficiency is must
Personality we are looking for
- Consumer-centric, Flexible, proactive, agile mind-set and able to work under pressure
- Strong sense of ownership and accountability
- Able to set clear objectives and make strategic decisions with data, facts
- Strong business mindset, able to simulate business impact
Desirable:
- Brand and D2C marketing
- Data-analytics and visualization
- Agile project experience
- UX/UI, website operation experience
- Call Center operation and management experience
- Good understanding of D2C channels/platforms
What we offer you?
• We offer a market leading annual performance bonus (subject to eligibility)
• Our range of benefits varies by country and includes diverse health plans, initiatives for work-life balance, transportation support, and a flexible holiday plan with additional incentives
• Your journey with us isn't limited by boundaries; it's propelled by your aspirations. Join us at BAT and become a part of an environment that thrives on internal advancement, where your career progression isn't just a statement – it's a reality we're eager to build together. Seize the opportunity and own your development; your next chapter starts here.
• You'll have access to online learning platforms and personalized growth programs to nurture your leadership skills
• We prioritise continuous improvement within a transformative environment, preparing for ongoing changes
WHY JOIN BAT?
We’re one of the few companies named as a Global Top Employer by the Top Employers Institute – certified in offering excellent employee conditions.
Collaboration, inclusion and partnership underpin everything we do here at BAT. We are looking forward to enabling every individual to thrive, regardless of gender, sexual orientation, marital or civil partnership status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability, age, skills, experience, education, socio-economic and professional background, veteran status, perspectives and thinking styles. We know that embracing talent from all backgrounds is what makes us stronger and best prepared to meet our business goals.
We see the career breaks as opportunities not obstacles. Through The Global Returners program, we support professionals looking to restart their careers after an extended absence from the workforce (e.g. time out caring for family, parental leave, national service, sabbatical and/or starting an own venture).
Come bring your difference and see what is possible for you at BAT. Learn more about our culture and our award winning employee experience here.
If you require any reasonable adjustments or accommodations to help you perform at your best during the recruitment process, you are encouraged to notify us. We are fully committed to support you by making appropriate arrangements for you to demonstrate your full potential.
