Job Purpose:

• Ensure operational excellence in the execution of FBP CEM plans and activities across all client touchpoints.
• Work closely under the guidance of the CEM Manager to drive client engagement, retention, and loyalty objectives.
• Support the development of a client-centric approach by leveraging data insights and delivering client experiences.

Key Responsibilities:

Client Journey

• Execute end-to-end CEM activations in alignment with the overall CEM strategy, including tracking performance, capturing key learnings, and identifying best practices for future campaigns.
• Support the retail team in the rollout and adoption of CEM initiatives, including cabin services, in-store activations, workshops, loyalty programs and experiential retail programs to enhance client experience.
• Coordinate and implement client engagement activities such as event invitations, client gifting, loyalty program management and bespoke experiences in line with the gifting strategy.
• Manage and execute timely and targeted client communications across multiple channels, including EDM, iCoco clienteling, push notifications, and WhatsApp messaging, ensuring consistency in tone and branding.
• Oversee the production, quality control, and inventory management of CEM materials, including digital assets and printed materials as well as the replenishment of gifting tools and collateral.
• Supporting Client Care team on client enquiries and complaints across all channels (POS and e-business), ensuring prompt resolution while escalating issues when necessary (excluding delivery-related matters).
• Continuously identify opportunities to enhance the client journey by improving touchpoints, personalization, and overall client experience.

Reporting Analytics

• Manage CEM systems and tools, including front-end and back-end operations (e.g., iCoco, Salesforce, SFMC), ensuring data accuracy, proper segmentation, and smooth execution of automated client journeys.
• Track and evaluate campaign performance through pre- and post-campaign analysis, providing actionable insights and recommendations for optimization.
• Prepare and maintain regular reports (weekly, monthly) on CEM performance metrics, client behavior, and campaign effectiveness for internal stakeholders.
• Ensure compliance with data governance and privacy standards in all CEM activities.

Role Requirements:

Academic / Professional Qualifications

• Bachelor's degree in Marketing, Business, or related field

Work Experience

• Minimum 2 years in CRM or marketing, preferably in retail.
• Familiar with Salesforce and Power BI.
• Basic knowledge of client segmentation and campaign tracking.
• Added advantage: familiarity with SQL for data extraction and analysis.

Required Competencies

• Detail-oriented and analytical.
• Strong organizational and time management skills.
• Proficient in Microsoft Excel and PowerPoint.
• Good communication and interpersonal skills.
• Team player with a proactive attitude.

Key Interactions:

Internal

• Marketing, Product, Retail, Training, Communications, Finance, and internal agency (both local and regional counterparts)

External

• Trade partners and vendors (e.g printing, mailing, gifting services)