Customer Experience & Operations Lead

Our quest to create skincare that effortlessly complements all aspects of a demanding life is just beginning and we are on the lookout for a Customer Experience and Operations Co-ordinator to join our team.


As the Customer Experience and Operations Lead at a skincare company you will be working very closely with our operations team that remains the backbone of every organization.

Maintaining various channels of communication with customers.
Generating reports for various marketing and partnership campaigns.
Order fulfillment for both our e-commerce store and channel partners.
Online and Offline Customer Engagement.
Responsible for inventory management.
Responsible for Customer Journey management
Conducting monthly finance and expense reporting to ensure smooth running of operations
Liase with fulfilment centre to ensure smooth operations
Other related administrative ad-hoc duties.

Marketing Automation & Segmentation
Build, manage, and optimise automated customer journeys, including welcome flows, post-purchase flows, abandoned cart flows, and win-back campaigns.
Segment the rapidly growing customer database based on behaviour, purchase history, and demographics to create highly targeted marketing campaigns.

Customer Loyalty Program
Own and manage the brand’s loyalty scheme, ensuring it is fully integrated into the CRM strategy.
Develop initiatives to increase customer engagement with the loyalty program and track key metrics such as participation rate and lifetime value uplift.
Identify opportunities to enhance the loyalty offering and ensure it aligns with the broader marketing strategy.

Data Analysis & Reporting
Analyse and report on CRM and email marketing performance, identifying trends, challenges, and areas of improvement.
Provide regular updates to senior management on CRM performance, customer retention metrics, and the impact of loyalty and subscription initiatives.
Leverage customer insights to inform broader marketing strategies and product development decisions.

Cross-functional Collaboration
Work closely with marketing, product, and eCommerce teams to ensure alignment of CRM efforts with broader business objectives.
Partner with creative and content teams to develop engaging and relevant email content that aligns with brand tone and values.



Requirements
Am I the right fit for this?
You most definitely are if:
You have an excellent command of English (both written and spoken).
You have a natural flair for serving others and making them happy.
You enjoy reading up about skincare and have a passion for learning and continuously developing yourself as an individual.
You are detail-oriented and quick to adapt.

Send a video of why you think you are the best fit for this role.