CRM & E-Commerce Business Growth Director

A leading consumer brand is hiring a CRM & E-Commerce Business Growth Director to drive digital revenue through acquisition, retention, and subscription. You'll own the customer growth strategy and lead high-impact, data-driven initiatives in a fast-paced DTC environment. This role offers strong incentives, strategic ownership, and the opportunity to make a direct impact on business performance.

What You'll Do

• Own and deliver direct-to-consumer revenue goals by developing comprehensive strategies that drive customer acquisition, retention, and overall profitability through digital channels.
• Define and manage core commercial key performance indicators such as customer acquisition cost (CAC), average order value (AOV), retention rates, lifetime value (LTV), churn reduction, subscription revenue growth, and digital profit-and-loss contribution.
• Align CRM initiatives, digital marketing campaigns, and e-commerce activities with broader financial objectives and long-term growth forecasts to ensure sustainable business success.
• Lead regular business reviews by conducting detailed performance analyses and presenting actionable investment recommendations to senior management for continuous improvement.
• Design and implement holistic lifecycle strategies that nurture customers from initial acquisition through engagement, repeat purchases, loyalty-building activities, and advocacy.
• Develop CRM-led revenue programmes including personalised journeys, VIP experiences, behavioural-based campaigns, and segmentation-driven messaging to maximise conversion rates.
• Leverage advanced tools such as customer data platforms (CDPs), automation systems, LINE messaging apps, SMS outreach, and electronic direct mail (EDM) to execute impactful campaigns.
• Drive the expansion of the subscription business by creating compelling commercial offers, optimising onboarding journeys, enhancing renewal processes, reducing churn rates, and increasing lifetime value through upsell opportunities.
• Collaborate closely with product development teams, logistics partners, and customer support functions to ensure seamless subscription experiences and operational excellence throughout the customer journey.
• Oversee acquisition strategies across all paid and organic digital channels—including Meta platforms, Google advertising networks, affiliate partnerships, search engine optimisation (SEO), and more—while continuously testing new approaches to optimise channel return on investment.

What You Bring

• 8–12 years of proven experience in commercial digital roles encompassing CRM management, e-commerce operations, growth marketing initiatives or digital business oversight within consumer-focused industries.
• Demonstrated track record of taking ownership for revenue outcomes by driving sustained customer growth through integrated digital channels.
• Comprehensive understanding of direct-to-consumer performance metrics including CAC (customer acquisition cost), LTV (lifetime value), retention rates as well as subscription model dynamics.
• Hands-on expertise with advanced CRM tools such as customer data platforms (CDPs), marketing automation systems plus practical knowledge of executing multi-channel campaigns via LINE/SMS/EDM.
• Strategic thinking capabilities paired with strong business acumen—enabling you to translate complex financial objectives into actionable plans that deliver measurable results.
• Exceptional analytical skills allowing you to interpret large datasets for insight generation while making informed decisions about campaign optimisation or resource allocation.
• Experience collaborating effectively within cross-functional teams spanning product development; logistics; creative/media agencies; technology partners; customer support functions etc., ensuring alignment towards shared goals.
• Fluency in Mandarin is essential for stakeholder engagement across regional markets; proficiency in English is highly desirable for effective communication within international teams.

What Sets This Company Apart
This organisation stands out as one of Asia's most respected consumer brands thanks to its unwavering commitment to delivering exceptional value directly to customers through innovative digital channels. The company's established direct-to-consumer platform provides fertile ground for ambitious professionals eager to make their mark on large-scale transformation projects. Here you'll find an inclusive culture that prizes collaboration over hierarchy—where every voice matters regardless of title or tenure—and where agility is more than just a buzzword: it's embedded into daily practice via cross-functional teamwork and rapid iteration cycles. Employees benefit from clear pathways for professional development alongside generous performance-based incentives that reward both individual contributions and collective achievements. Most importantly: your work here has real impact—not only on bottom-line results but also on shaping how millions of consumers engage with beloved products every day.