Head of Customer Lifecycle Management

The Revenue and Marketing Office in Zalora is tasked to optimize anything that affects the revenue of the company- including the customer traffic to the app and the revenue / conversion funnel. We consider product and tech platforms as constraints and use all the levers at our disposal (CRM, price, campaign, search, sorting, loyalty, segmentation, vouchers, cashback) to get the best possible outcome for the company. The Customer Growth Team looks at all of these levers to drive growth (acquisition and retention) of customers. We leverage data to understand the customer DNA and provide a top-class customer experience via the full suite of customer touchpoints and communication channels.

The role of Head, Customer Lifecycle Management is to own all metrics related to the customer growth for Zalora, with the right strategy and execution across marketing and lifecycle strategy. This role is a team manager role, and will involve working and liaising with stakeholders across the organization including product, finance, commercial and marketing teams.

This role will be based in Kuala Lumpur, Malaysia

Responsibilities :

• Own all customer related metrics such as customer repeat rates, new customer, churn rates, reactivation rate, etc.
• Identify and influence the input metrics (traffic by channels including CRM, digital marketing, direct, etc., conversion across platforms and customer segments, etc.)
• Identify and implement experiments on the customer lifecycle along with tech and marketing teams to drive customer growth
• Work closely with growth marketing and brand marketing teams to build new customer acquisition strategies
• Work with the analytics and data teams to have a clear understanding of the drivers for customer performance, and guide the team to take appropriate actions
• Drive the intended actions across customer segments identified (eg. New customers, reactivated customers, existing customers, loyal vs early, etc.)
• Provide thought leadership and guidance to the revenue and marketing teams to drive the CLM (customer lifecycle management strategy)

Requirements :

The Zalora Story

ZALORA exists for the millions of fashion consumers in Asia seeking a shopping experience focused on their unique styles, trends and fit. As Asia’s leading online fashion destination, ZALORA was founded in 2012 and has a presence in Singapore, Indonesia, Malaysia & Brunei, the Philippines, Hong Kong and Taiwan. ZALORA’s localised sites offer an extensive collection of top international and local brands as well as our own in-house labels across apparel, shoes and accessories for men and women. ZALORA is part of Global Fashion Group, the world's leader in online fashion for emerging markets.

ZALORA is not obligated to accept resumes from any third parties on behalf of potential candidates for any position (advertised or otherwise) by any means, unless ZALORA has executed a written agreement with such third party and has expressly requested such third party for candidate referrals. Third parties who provide unsolicited resumes of candidate(s) shall waive and forfeit all rights to claim for any placement fees or referral fees in the event that such candidate is eventually engaged or employed by ZALORA or Global Fashion Group.