Manager Loyalty and Customer Experience, Asia Pacific
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Job Summary
Ready to bring passion into your career
Clarins Group is a trusted French family-owned company a leader in skincare and make-up operating in more than 150 countries.
We are looking for aManager - Loyalty and Customer Experience APAC based in Singapore.
The Manager - Loyalty & Customer Experience Asia Pacific is responsible for driving a best-in-class commercially sustainable Club Clarins loyalty ecosystem across APAC. This role will optimize loyalty strategy member engagement and customer experience by enhancing program value profitability and omnichannel execution.
Working closely with global regional and local teams you will lead loyalty initiatives develop regional best practices support market implementation and transform customer insights into actionable improvements that strengthen member loyalty and long-term business performance.
Loyalty Strategy & Performance Management
- Drive the continuous enhancement of the Club Clarins loyalty program to improve member acquisition engagement retention and profitability.
- Optimize tier structures rewards benefits and program mechanics based on customer insights and commercial performance.
- Establish and monitor KPIs to measure loyalty program effectiveness across APAC markets.
- Review market loyalty structures reward catalogues and gifting strategies to maximize member value while managing program costs.
- Assess the effectiveness of program mechanics (e.g. birthday rewards milestone benefits recycling initiatives) and recommend improvements.
- Partner with Regional Finance to monitor program P&L and drive sustainable profitability.
Loyalty Excellence & Market Enablement
- Act as the APAC subject matter expert for loyalty providing strategic guidance and best practices across markets.
- Develop regional playbooks governance guidelines and toolkits to ensure consistent execution of Club Clarins.
- Design and deliver training in partnership with Analytics to improve market adoption and usage of loyalty dashboards.
- Drive omnichannel implementation of loyalty initiatives across Retail E-commerce and relevant third-party channels.
- Monitor industry trends customer expectations and competitor loyalty programs to identify innovation opportunities.
Regional & Global Project Management
- Lead APAC loyalty projects and represent regional business needs in global initiatives.
- Drive the successful rollout of regional and global loyalty initiatives across APAC markets.
- Lead the biannual Members Days campaign including toolkit development execution and post-campaign evaluation.
- Partner with global and local stakeholders to ensure successful implementation of loyalty enhancements.
Customer Experience & Voice of Customer
- Lead Customer Experience initiatives across APAC including NPS customer surveys and insight generation.
- Own the regional Customer Experience platform (Qualtrics) and collaborate with global teams on continuous platform enhancement.
- Translate customer insights into actionable recommendations and improvement plans across key customer touchpoints.
- Monitor Customer Care and NPS performance providing regular reporting and driving continuous improvement initiatives.
- Facilitate regular regional CX reviews to ensure accountability and follow-through across markets.
About You:
- Bachelors degree in Business Marketing Customer Experience or a related discipline.
- Minimum 5 years of hands-on experience managing points-based loyalty programs.
- Experience in retail beauty luxury FMCG or other consumer-facing industries preferably within a regional or international organization.
- Proven ability to leverage customer and business data to drive loyalty performance customer engagement and continuous improvement.
- Strong understanding of loyalty platforms CRM rewards mechanics and customer engagement strategies.
- Hands-on experience with Customer Experience platforms (e.g. Qualtrics) and loyalty analytics.
- Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
- Project management experience with the ability to manage multiple initiatives and stakeholders.
WeHave:
- Over 70 years of expertise in beauty and spa with the Clarins and myBlend brands
- Uniqueproductsandinnovativeservices
- AcommitmenttoSocial&EnvironmentalResponsibilityembeddedinourraisondêtre
- Acaringandinclusivecorporateculture
- Developmentandtrainingopportunities
- Attractivecompensationandbenefits
- Aflexibleworkenvironmentwithupto1dayofremoteworkingperweek
Ifyouhaveacuriousmindathirsttogofurtherandthedrivetoboldlytakeonnewchallengesjoinus.
AboutClarinsGroup
-laws.
Operatinginmorethan150countriesthankstoour8000employeesworldwidewearenowthenumberoneskincarecompanyinEuropeandareacceleratingourdevelopmentonallothercontinentsparticularlyinAsiaandtheAmericas.
InlinewithourdualCSRmissionofCaringforpeoplecaringfortheplanetwetakeprideinofferingarewardingyetchallengingworkenvironmentwhereeveryonecanthrive.
ThiscultureallowedustoachievethecertificationofForbesWorldsBestEmployers2024ForbesWorldsBestEmployers2024forWomen.
.
Equalopportunityemployer
Webelieveinmakinglifemorebeautifulforouremployeesandourcustomers.
-opportunityculturewhereeveryonecanreachtheirfullpotentialanddotheirbest
work.
WewelcomeapplicationsfromallbackgroundsandareamemberoftheILO(InternationalLaborOrganization)andtheEmployersNetworkforEquityandInclusion(ENEI).
Required Experience:
Manager
About Company
A French company specializing in beauty, the Clarins group exports its expertise in skincare and make-up all over the world.
