CRM & Market Intelligence, Executive at Watsons Malaysia

, , Malaysia -

Full Time

Start Date

Immediate

Expiry Date

24 Sep, 26

Salary

0.0

Posted On

26 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

CRM Reporting, Power BI, Data Analysis, Customer Lifecycle Strategy, Stakeholder Management, Business Storytelling, Excel, PowerPoint, Segmentation, RFM Analysis, CLV Analysis, Market Intelligence

Industry

Retail

Description

Key Responsibilities 1. CRM Reporting & Insights * Own recurring CRM performance reporting (MSP, Active Rate, Member Sales, etc.) * Translate data into clear insights and business recommendations * Deliver management-ready decks and performance summaries * Conduct campaign post-mortems and effectiveness analysis 2. Dashboard & Data Management * Build and maintain Power BI dashboards for CRM and commercial tracking * Ensure data accuracy, governance, and consistency across systems * Act as the single source of truth for CRM metrics and definitions 3. CRM Campaign & Lifecycle Support * Support segmentation, targeting, and customer lifecycle strategies (CLV, RFM, journeys) * Evaluate campaign performance and recommend optimization opportunities * Align CRM communications (EDM, push, WhatsApp, etc.) with insights 4. Commercial & Market Intelligence * Analyze customer behavior, shopping patterns, and category trends * Identify: * New customer acquisition impact * Cannibalizations / cross-category behavior * Growth opportunities by segment/store/category * Act as a data consultant to different stakeholders 5. Stakeholder & Project Support * Work closely with Marketing, Trade, Operations, IT and regional teams * Support CRM/CLV projects and cross-functional initiatives * Provide insights for decision-making in campaigns, partnerships, and promotions Success Metrics (What “Good” Looks Like) * Accuracy and reliability of CRM reporting * Actionable insights adopted by stakeholders * Improvement in key KPIs: * Member Sales Participation (MSP) * Active Rate * CRM-driven sales contribution * Timely delivery of dashboards and analysis Skills & Requirements * Strong analytical skills (Excel, PowerPoint, Power BI preferred) * Ability to translate data into clear business storytelling * Understanding of CRM concepts (segmentation, lifecycle, CLV) * Strong stakeholder management and communication skills * Attention to detail and data accuracy Nice Add-On * Exposure to O+O (Online + Offline) CRM projects * Experience in brand loyalty programs * Familiarity with commercial / retail performance analysis Watsons Malaysia is part of AS Watsons Group, the world’s largest international health and beauty retailer operating over 16,000 stores under 12 retail brands in 28 markets, with over 130,000 employees worldwide. For the fiscal year 2022, AS Watsons Group recorded revenue of US$22 billion. Every year, we are serving over 5.5 billion shoppers via our O+O (Offline plus Online) technology-enabled platforms. Watsons Malaysia is the leading health and beauty retailer with more than 650 Watsons stores and growing in the country serving the needs of all Malaysians. Watsons continues to inspire our customers to enjoy life to the fullest and set the standards in the health, wellness, and beauty market, providing personalised advice in health, beauty, and personal care on top of its market-leading product ranges, making customers LOOK GOOD, DO GOOD, FEEL GREAT every day. Since 2009, Watsons has been the No.1 pharmacy/drugstore brand in Asia Pacific for the 13th year running*. On top of that, Watsons Malaysia won Platinum Award for the Best in Retail Category 2022 by Putra Brands Award, a premier and only brand award in Malaysia voted by Malaysian consumers. Watsons Malaysia is also the No. 1 Retailer Most Preferred Graduates Employers to Work for by Talentbank Graduates' Choice Award 2022. *Campaign Asia-Pacific “Asia’s Top 1000 Bands online study over 8,000 respondents across 14 markets in Asia Pacific region”.

Responsibilities

The role is responsible for owning CRM performance reporting and building Power BI dashboards to provide actionable business insights. It also involves analyzing customer behavior and market trends to optimize CRM campaigns and support commercial decision-making.