CRM & Customer Engagement Specialist

Job Description

• Manage the end-to-end My OPPO membership lifecycle, including member acquisition, activation, engagement, retention, and reactivation.

• Plan and execute CRM campaigns to increase membership growth, customer engagement, loyalty, and conversion.

• Conduct member segmentation and develop targeted communication strategies based on customer behavior and RFM analysis.

• Monitor membership performance metrics, including registration rate, active member rate, retention rate, points redemption rate, and conversion rate.

• Develop and manage WhatsApp-based private domain operations, including contact acquisition, community management, account management, and operational SOPs.

• Build customer acquisition funnels to convert traffic from social media, e-commerce, offline stores, and after-sales channels into WhatsApp contacts.

• Manage WhatsApp groups and one-to-one communications through content planning, targeted messaging, engagement activities, and conversion campaigns.

• Analyze CRM and WhatsApp campaign performance, maintain operational dashboards, and optimize strategies based on data insights.

• Conduct A/B testing on messaging, promotional offers, and customer journey flows to improve campaign effectiveness.

• Collaborate with marketing, e-commerce, retail, after-sales, customer service, product, and technology teams to optimize membership and customer engagement strategies.

• Coordinate with regional and global teams to align membership initiatives and share operational best practices.

Job Requirements

• Bachelor’s degree in Marketing, Business Administration, Communications, or a related field.

• Minimum 2 years of experience in CRM operations, membership or loyalty program management, customer engagement, or user operations.

• Hands-on experience in WhatsApp private domain operations, including contact acquisition, community management, and customer conversion.

• Experience developing and executing CRM campaigns to improve customer engagement, retention, and conversion.

• Strong analytical skills, with experience in customer segmentation, funnel analysis, campaign performance tracking, and reporting.

• Proficiency in Microsoft Excel or Google Sheets; experience with CRM platforms, marketing automation tools, or dashboard tools is an advantage.

• Fluent in English, both written and spoken.

• Strong communication, project management, and cross-functional collaboration skills.

• Results-oriented, proactive, and data-driven.

• Experience in the consumer electronics, smartphone, FMCG, or retail industry is preferred.

• Familiarity with My OPPO or similar membership and loyalty programs is an advantage.

• Knowledge of other private domain channels, such as LINE, Telegram, or Instagram Direct Messages, is a plus.