Title:  Assistant Manager, Lifecycle Marketing & Campaign Delivery

Help turn a new Changi Account member’s first interaction into a lasting relationship with Changi. As part of Market Experimentation & Personalization (MXP) team, you will design and deliver customer journeys that encourage first and repeat purchases, strengthen loyalty and bring inactive customers back across Changi’s F&B, retail, travel and digital experiences.

You will own assigned lifecycle programs and campaigns from initial idea to launch and ongoing improvement. Working with marketers, platform specialists and data analysts, you will translate customer insights into relevant communications across email, app push, in-app messaging and other owned digital channels. The role combines customer journey design with hands-on campaign building and experimentation.

What you will do

Design customer journeys

• Plan and design lifecycle programs that welcome new members and encourage their first purchase, drive repeat purchases, re-engage inactive customers and invite eligible customers to renew their marketing consent. Define clear customer needs, business objectives and success measures.
• Turn customer behavior and insights into audience segments and journey plans, defining who enters and exits each journey, what they receive, and when and through which channels they are engaged.
• Partner with marketers to develop relevant messages, benefits and offers that encourage member engagement. Recommend and test incentives where they can improve customer and business outcomes.

Build & deliver campaigns

• Manage lifecycle and tactical marketing campaigns from brief to launch, coordinating content, assets, approvals and timelines with marketing teams and
  creative agencies.
• Build and maintain automated journeys and campaigns in Braze, using customer behavior, event triggers, segmentation and personalized content to coordinate engagement across channels.
• Check targeting, consent, exclusions, contact frequency, journey logic, content and links before launch. Monitor live campaigns and work with relevant specialists to resolve issues.
• Work with MXP Tech and data colleagues to define the customer attributes and events needed for journeys, and test that campaigns respond correctly to customer actions.

Test learn and improve

• Plan and run A/B tests with clear hypotheses, success measures and appropriate comparison or control groups. Test messages, offers, timing, channels and journey design.
• Incorporate lifecycle communications with relevant web and app experiences and activate through experiments using Adobe Target or similar tools.
• Use campaign and customer data to evaluate activation, repeat purchase, retention and incremental impact where measurable. Share findings and recommend improvements to journeys and campaigns.
• Make delivery more efficient and reliable through reusable journey components, templates, documentation and quality checks.

What you will bring

• 3–5 years of relevant experience in CRM, lifecycle marketing, loyalty engagement or marketing automation. We welcome candidates with a different length of experience who can demonstrate the capabilities below.
• Practical experience designing and delivering automated customer journeys, such as onboarding, activation, retention or win-back. You can explain the audience, journey logic, your contribution and what you learned from the results.
• Hands-on experience with a customer engagement platform such as Braze is preferred; strong experience with a comparable platform is welcome.
• A good understanding of segmentation, behavioral triggers and personalization, with the ability to translate a marketing objective into a working campaign or journey.
• Experience running A/B tests, interpreting campaign data and turning findings into practical recommendations.
• Confidence working with technology and data: understanding targeting and automation logic, investigating campaign setup issues and explaining requirements to technical colleagues. 
• Strong attention to detail, sound judgement and clear communication. You can take ownership of delivery, manage competing timelines and work constructively
  with stakeholders. 
• A degree in Marketing, Business, Information Systems or a related discipline, or equivalent relevant practical experience.

Why Join MXP?

You will help shape how customers experience Changi across their lifecycle, with the opportunity to develop your skills in journey design, marketing automation and experimentation. Working within a team that brings together campaign delivery, customer data and platform expertise, you will see your ideas through from design to live delivery and measurable learning.