We are seeking an entrepreneurial and passionate Customer Engagement Manager. The candidate will be part of the Shopee Singapore Retail team and will work closely with Merchandising, Operations and Campaigns teams to create a holistic end-to-end customer experience, with key focus on customer acquisition and retention.

Ideal candidates will have trade and marketing experiences across in-app (e.g. campaigns management) & out-of-app channels (e.g. digital marketing, out-of-home advertising) and possess strong commercial acumen. They will be proficient at strategizing, managing and executing multiple workstreams.

Job Description:

  • Align in-app and out-of-app messaging across all marketing assets: campaigns, EDMs, digital online marketing channels, affiliates etc, in line with the overall marketing campaigns calendar
  • Ensure consistency in the Shopee Supermarket branding and USP across all marketing activities
  • Develop CRM strategies and work with Retail and Marketing teams to execute CRM initiatives, targeting all stages of customer life cycle (e.g. non-buyers, early life, mature, churned)
  • Define key themes and campaigns with Marketing teams, identify resources needed across various marketing channels, and then coordinate across the relevant PICs to plan and execute campaigns in a timely manner
  • Work closely with merchandisers, brands or suppliers to optimise marketing activities and drive sales
  • Monitor customer traffic & conversions versus available stocks and operational constraints regularly. Coordinate traffic generating activities across the marketing channels as and when required
  • Review key metrics for marketing activities (e.g. new buyers growth rate, EDM open rate, CTR, voucher usage). Identify trends for continuous improvement
  • Conduct regular research of competitor activity and incorporate the insights to seasonal plans
  • Drive cross-functional initiatives and work closely with the teams in Merchandising, Marketing, Operations to deliver on Shopee Supermarket’s key selling points

Requirements:

  • Bachelor's degree in Business, Marketing or STEM disciplines, or advanced degrees from a reputable MBA or graduate program
  • Minimum 4 years marketing or customer engagement experiences from a reputable retail or FMCG company, or equivalent experiences from a top management consulting firm
  • Deep understanding of consumer behaviour in grocery shopping and in the Singapore market
  • Analytical skills and ability to make data-drive decisions in a commercial and marketing context
  • Project and time management skills to prioritise and manage diverse workstreams concurrently
  • Commercial acumen and strong problem-solving ability
  • Ability to lead and manage cross functional internal and external relationships
  • Strong communication, presentation, negotiation and influencing skills
  • Attention to detail and quality control
  • Track record of innovation and creativity

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