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Director, CRM



Software Engineering
Multiple locations
Posted on Friday, September 22, 2023

About Klook

Klook is the go-to travel and leisure e-commerce platform for experiences and services anytime, anywhere. Founded in Hong Kong in 2014 out of passion for discovery, our purpose today is to inspire and enable more moments of JOY. Even when the COVID-19 pandemic hit, we held on to our conviction and successfully unlocked the domestic travel business. To date, we are already offering over 490,000 activities in over 1,000 destinations. With cross-border travel resuming, we have made it our mission to reshape the world of travel. Isn’t this exciting?!

It certainly is for our international community of over 1,200 employees, based in over 20 locations globally! Joymakers at heart, Klookers are not only curating joyful experiences for others, but also co-creating our world of joy in the Klookiverse. We are on a journey to foster a strong company culture that supports a high-performing and successful business, and we are guided by our core beliefs - Push boundaries, Ask for and give feedback, Take ownership, and Help each other - in everything we do. We are excited about building and realizing endless possibilities in the new era of travel. Care to be a part of this revolution?

The role:

Klook is seeking an experienced Director of CRM to oversee and lead the development and execution of strategies that drive customer engagement, retention, and loyalty across all markets and channels.

As the Director of CRM, you will work closely with our marketing, product, and data teams to ensure that Klook delivers an exceptional customer experience that maximizes customer lifetime value. You will play a critical role in driving Klook's growth by leveraging customer data and insights to develop and execute strategies that deliver an exceptional customer experience.

What you’ll do:

  • Lead the Company's shift from a focus on unit economics to a priority on user economics

  • Champion the appropriate mindset regarding Klook's customer cycle stages (onboarding -> acquisition -> repeat -> referral) throughout the organization

  • Collaborate closely with teams including product managers, marketing channel leaders, and brand marketers to align their strategies based on well-defined user segments

  • Create and communicate effective customer retention strategies that go beyond reliance on paid channels or incentives

  • Establish North Star metric(s) to ensure alignment with the right direction and define KPIs for measuring tactical progress

  • Construct actionable and experimentally testable predictive models for user LTV

  • Contribute to Klook's strategic decisions by assisting in the development of large-scale, mutually beneficial loyalty programs for both the company and customers

What you’ll need:

  • 10+ years of experience in a product, digital marketing, or strategy role, with a proven track record of driving results and increasing customer lifetime value.

  • Experience developing and executing CRM and CLM strategies across multiple channels and markets.

  • Strong communication and collaboration skills, with the ability to work cross-functionally with other teams, including the ability to put together and deliver persuasive presentations to senior management

  • Project management experience - the ability to juggle multiple work streams, collaborators, and stakeholders

  • Excellent analytical and problem-solving skills, with the ability to use data to inform decision-making.

  • Strong data background with a fundamental understanding of statistics - ideally comfortable with SQL to do data exploration and derive insights

  • Experience in using marketing cloud tool e.g. Salesforce MC, Adobe Campaign, Braze, Iterable, MoEngage etc. is a plus

  • Experience managing a team and providing mentorship and guidance to ensure team success.

  • Experience working in the travel industry or e-commerce is a plus.

  • Ability to converse in Mandarin will be a plus

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs.

Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.

An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.