CRM & Retention Marketing Lead
5000 - 6000 SGDFull-time
ASK & EMBLA GALACTIC PTE. LTD.
Introduction
Ask & Embla is looking for a CRM & Retention Lead to own the full customer lifecycle. This is a senior, strategy-forward role for someone who shares our commitment to excellence in everything customer-facing and wants to build something that genuinely lasts. You'll be the person in the room who understands both the data and the customer, and can translate that into a retention engine that actually moves revenue.
What You'll Do
- Own the retention strategy end-to-end: lifecycle mapping, segmentation logic, channel mix (email, push), and long-term LTV planning
- Lead the CRM roadmap — from platform management and data integrity to automation architecture and cross-channel integration
- Design and optimize flows and campaigns that drive repeat purchase, reduce churn, and increase customer lifetime value
- Build and maintain customer segments based on behavior, purchase patterns, and engagement signals; use these to drive meaningful personalization at scale
- Translate data into decisions — run regular performance reviews, surface insights, and make recommendations that influence product, content, and marketing strategy
- Partner closely with the growth, paid, and content teams to ensure retention efforts are aligned with acquisition and brand initiatives
- Define and track the KPIs that matter: repeat purchase rate, retention rate, LTV, flow revenue, unsubscribe rate, and more
- Ensure CRM systems, data flows, and campaign practices are compliant with GDPR and relevant data protection regulations
Who You Are
- 5+ years in CRM, retention, or lifecycle marketing, ideally in a DTC or ecommerce environment
- You've owned a retention program before, not just executed within one
- Strong with platforms like Klaviyo, Salesforce, Braze, or similar; you can configure flows, not just brief them
- Analytically sharp — comfortable pulling your own data, spotting trends, and building the case for your recommendations
- You think in customer journeys, not just sends
- Brand-curious: you take the time to understand who the customer is, not just what they clicked
- You're not here to maintain the status quo, you want to build something extraordinary and have the drive to see it through
- Comfortable working lean and building systems with limited resources
- Open to using AI as a tool for process improvement and ways of working — ideally AI-native in how you think and operate
Vacancy posted 27 days ago
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