Senior Executive - Customer Experience

Company description

Digitas is the region’s first true Marketing Transformation agency, driven by the belief that “Your brand is the experience, and the experience is your brand.”

We use the power of customer data to guide decisions across media, communications, martech, and experience. Our integrated services cover everything from performance marketing and SEO to media ops and market research.

If you’re passionate about reshaping how brands connect, Digitas is where you belong.

Overview

About the Role

We are looking for a CRM & Lifecycle Marketing Senior Executive to lead customer communications across email and mobile app channels. This role is responsible for end-to-end CRM campaign management, including campaign planning, segmentation, personalization, content and creative direction, performance reporting, and stakeholder management.

The ideal candidate should have strong CRM experience, a good understanding of customer segmentation, loyalty and lifecycle marketing, and the ability to lead CRM campaigns from strategy to execution while working with cross-functional teams.

Responsibilities

CRM Campaign Management

• Plan and manage CRM campaigns across email and mobile app channels.
• Develop CRM campaign calendars aligned with product launches, promotions, and seasonal campaigns.
• Manage campaign briefing, timelines, approvals, deployment, and post-campaign reporting.
• Support lifecycle journey development including onboarding, engagement, retention, and reactivation campaigns.

Loyalty & Customer Engagement

• Plan and manage CRM campaigns supporting the brand’s loyalty and rewards program.
• Develop targeted campaigns to drive customer frequency, retention, and rewards redemption.
• Manage communications related to rewards, loyalty offers, app-exclusive promotions, and member engagement.
• Support lifecycle initiatives to improve customer retention, reactivation, and long-term loyalty.
• Work closely with app and loyalty teams to align CRM communications with loyalty program objectives.

Segmentation & Personalization

• Work with data teams to define and build audience segments (RFM, behavioural, product preference, lifecycle stages).
• Execute targeted and personalized campaigns to improve engagement, conversion, and customer frequency.

Creative & Content Direction

• Lead CRM content direction across email and push notification channels.
• Work with copywriters and designers to guide messaging, content structure, and visual direction.
• Review and approve CRM content to ensure alignment with brand tone of voice and campaign objectives.
• Collaborate with design teams on email templates, layouts, and visual hierarchy.

Performance Tracking & Reporting

• Monitor CRM performance including open rates, click rates, engagement, and conversions.
• Provide insights and recommendations to improve campaign performance, segmentation, and content effectiveness.

Stakeholder Management

• Act as the main CRM point of contact between client teams, data teams, creative teams, and deployment teams.
• Manage campaign approvals, timelines, and deliverables across multiple stakeholders.
• Ensure campaigns are delivered accurately and on time.

Qualifications

• 3–5 years’ experience in CRM, Lifecycle Marketing, or Digital Marketing.
• Experience managing email marketing and mobile app campaigns.
• Strong understanding of customer segmentation, personalization, and lifecycle marketing.
• Experience working on loyalty or rewards programs is a plus.
• Strong creative judgment and ability to guide content and design teams.
• Strong stakeholder and project management skills.
• Analytical mindset with experience in campaign reporting and performance analysis.
• Experience in QSR, retail, FMCG, or app-based businesses is a plus.

Additional information

R-3765, P-4275