CRM & Marketing Automation Manager

This is an ownership role at the heart of our commercial engine. You will lead CRM strategy and marketing automation across three markets, designing lifecycle programmes, orchestrating omnichannel campaigns, and ensuring every customer touchpoint is intentional, measurable, and conversion-optimised. This role bridges marketing, sales, and operations to deliver a seamless, revenue‑driven customer journey.

Responsibilities

CRM Platform & Architecture

• Own and continuously evolve the CRM platform, driving configuration, integrations, and roadmap delivery.

• Manage integrations with booking flows, property management systems, and ad platforms.

• Document architecture decisions, data dictionaries, and admin SOPs to support team-wide adoption.

Lead Lifecycle & Pipeline Management

• Design and own the end-to-end lead lifecycle: capture, qualification, nurture, conversion, and retention.

• Define lead scoring models, routing logic, and SLAs for response times and pipeline velocity across all markets.

• Identify and close funnel leakage points using data analysis, A/B testing, and iterative process improvement.

Marketing Automation & Nurture Flows

• Architect automated sequences across the full customer journey, from prospect warm-up to renewal and win-back.

• Build triggered workflows for key lifecycle events and develop segmentation logic based on behavioural signals.

• Continuously test messaging, timing, and channel mix to improve conversion and retention rates.

Omnichannel Campaign Orchestration

• Own campaign planning and execution across EDM, WhatsApp/chat and push notifications.

• Localise campaigns for Singapore, Malaysia, and Korea.

• Manage sender reputation, opt-in/opt-out compliance, and channel best practices.

Reporting & Analytics

• Build dashboards tracking leads, CPL, conversion rates.

• Produce weekly and monthly reports with actionable insights and recommendations.

• Monitor channel attribution to accurately measure CRM and automation contribution to revenue.

Qualifications & Experience

• 5 to 7 years of CRM and marketing automation experience, with at least 2 years in a strategy-owning capacity.

• Proven track record building lifecycle programmes across acquisition, nurture, retention, and win-back.

• Strong hands-on CRM administration skills, confident configuring and managing the platform end‑to‑end independently.

• Experience with EDM platforms and WhatsApp Business API providers

• Comfortable with analytics tools for performance dashboards.

• Multi-market experience across Southeast or Northeast Asia is a plus.

• Background in self-storage, real estate, hospitality, or subscription businesses is advantageous.