Associate Director, CRM Strategy & Implementation

Job Description: About Dentsu Led by Dentsu Group Inc. (Tokyo: 4324; ISIN: JP3551520004), a pure holding company established on January 1, 2020, the Dentsu Group encompasses two operational networks: dentsu japan network, which oversees Dentsu’s agency operations in Japan, and dentsu international, its international business headquarters in London, which oversees Dentsu’s agency operations outside of Japan
With a strong presence in approximately 145 countries and regions across five continents and with 65,000 dedicated professionals, the Dentsu Group provides a comprehensive range of client-centric integrated communications, media and digital services through its five leadership brands—Carat, dentsu X, iProspect, Dentsu Creative, and Merkle—as well as through Dentsu Japan Network companies, including Dentsu Inc., the world’s largest single brand agency with a history of innovation. The Group is also active in the production and marketing of sports and entertainment content on a global scale www.dentsu.com The purpose of this role is to shape and deliver the CRM Marketing Strategy, working closely with the Product & Strategy, Data & Martech and Business Development team to drive attributable demand generation, audience segmentation and data-led direct marketing The position responsibilities shall not be limited to the following: Client–facing responsibility.

• Establish and maintain strong partnership with client by ensuring the successful execution of deliverables and putting forth recommendations through a mix of best-practice solutions, skills, capabilities and original thinking
• Proposing and designing solutions for customer journeys and automation of process, with working knowledge and capability to execute and optimize SMS, email and mobile marketing campaigns.
• Advise on strategies for multichannel activities including personalization / dynamic content, advanced segmentation, 360 customer journey.
• Ensures we develop our product offering, stay ahead of market trends and create opportunities both innovative and commercially beneficial.

Partner relationship management

• Develop and foster an effective working relationship with our partners across CRM, Media and Creative pillars to ensure we continue to deliver best in class solutions.
• Collaborate with copywriters and visual designers to produce email creative that is on strategy, on target, in brand, and consistent with what is currently in the market.
• Work directly with Data teams to define custom audience segments, and support in Customer Activation and Digital Transformation projects and initiatives
• Upskilling and collaboration with external Platform partners for troubleshooting, strategy implementation, setup / onboarding / transition and any other recommendations in line with growth ambitions for the client and the agency

Team & Delivery management

• Collaborates and develops relationships with internal teams (account management, operations, creative, analytics etc.) and partner agencies to understand the feasibility of cross-channel recommendations/ plans
• Asks questions and foresees issues relative to CRM campaigns on topics including creative, production, segment performance and data processing and results analysis
• Assist in designing and documenting solutions to leverage automation, dynamic content, data-driven segmentation, and other platform capabilities to maximize customer engagement and response.
• Fully responsible for campaign and project delivery from planning and requirements gathering, proposal, execution, QA, reporting and optimisation, with the support of internal and external stakeholders
• Identifies key data points and measurements to show the impact of our approach and strategy on the client’s business, report on our successes and manage challenges that happen throughout our engagements

Key Experiences & Qualifications needed:

• At least 5 years of experience working with Marketing Automation & CRM platforms (Salesforce, Adobe, Braze, Branch, Clevertap,, Dot Digital, etc)
• Advanced knowledge of email marketing (digital trends, email domains, IP warm-up, personalization, behavioral segmentation)
• Solid background in analysing and designing multichannel customer journeys
• Customer-facing experience with excellent communication skills and presentation skills
• Analytical thinking approach and experience with writing functional documentation
• AMPScript, HTML/CSS and SQL skills – highly desirable
• Experience with other Salesforce modules and building solutions in the SFMC platform (eg, Cloud Pages, Smart Forms, Web Collect, Collect Tracking, Email Studio, Social Studio, Journey Builder) is an added advantage
• Knowledgeable in all aspects of email marketing and systems, including template configuration and management, dynamic content, queries for data extensions, and content builder.
• Quick learner who is able to adapt to changing technical and business requirements

#LI-EY1 #LI-HYBRID Location: Kuala Lumpur Brand: Consider Iprospect Time Type: Full time Contract Type: Permanent