Client Relations Manager
Who We Are
At CAL, we redefine modern self-care. We blend advanced technology with top-tier beauty and wellness services, bridging the gap between medical-grade treatments and everyday beauty. Our goal is to make high-quality, safe, and effective beauty solutions accessible and affordable for everyone.
We ensure remarkable results with a focus on safety and customer satisfaction. As we expand, we're looking for passionate individuals to join us in elevating the self-care experience.
Join us at CAL and be part of the modern self-care revolution.
Job Description
The Customer Experience Manager will be responsible for developing and executing strategies that enhance customer retention, drive brand loyalty, and foster a sense of community among our clientele. This role will also oversee the creation and management of loyalty programs, the planning of customer-focused events and the development of partnerships that deliver added value to our members. In addition, the successful candidate will collaborate closely with the marketing team to implement campaigns that engage and retain our existing customers, while also contributing to broader marketing initiatives.
Key Responsibilities:
- Customer Retention & Loyalty:
Design and implement effective strategies to retain existing customers, fostering loyalty through personalised experiences and innovative programs. - Marketing & Engagement Campaigns:
Develop and execute marketing campaigns aimed at deepening customer engagement, including email marketing, digital campaigns and social media strategies, with a focus on retention and reactivation. - Loyalty Program Development:
Create and manage a comprehensive loyalty program that rewards repeat business and increases customer lifetime value. - Community Events & Initiatives:
Plan, coordinate, and execute member-exclusive events such as workshops, social gatherings and product launches to enhance customer engagement and create a strong community connection. - Customer Relations & Feedback:
Serve as the main point of contact for customer inquiries, feedback, and concerns, ensuring timely resolution and a seamless customer experience. Actively gather customer insights to inform future strategies. - Brand Partnerships & Collaborations:
Identify and cultivate strategic partnerships with complementary brands to enhance membership perks and elevate the overall customer experience. - Launch Campaigns:
Support the marketing team in the development and execution of campaigns for new service or product launches, ensuring alignment with customer preferences and market trends. - Performance Tracking & Reporting:
Monitor key performance indicators (KPIs) related to customer retention, satisfaction, and engagement. Analyze data and feedback to continuously refine and improve strategies.
Qualifications & Requirements:
- Bachelor’s degree in Marketing, Business, Communications, or a related field.
- At least 3-5 years of experience in customer experience management, marketing, or a similar role within the wellness, beauty, or lifestyle industries.
- Proven track record of designing and implementing successful customer retention and loyalty programs.
- Strong understanding of marketing principles, including campaign management, digital marketing, and customer segmentation.
- Experience in event planning and community-building activities.
- Exceptional interpersonal and communication skills, with the ability to engage effectively with customers, partners, and internal teams.
- Data-driven mindset with the ability to analyse customer behaviour and campaign performance to optimise results.
- Ability to manage multiple projects and meet deadlines in a fast-paced environment.
- A passion for the wellness and self-care industry is highly desirable.
Interested candidates are invited to submit their resume and cover letter to connect@cal.sg.
