Senior Executive - Transformation

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We are looking for a driven and analytical individual to join the Transformation Office at Tomei. This role will support transformation initiatives across our portfolio of businesses, including 3 retail brands and 1 fintech business. The ideal candidate is passionate about customer journeys, digital transformation, automation, CRM engagement, and process optimisation.

You will play a key role in driving business improvements, customer engagement strategies, and cross-functional transformation projects across the Group.

Key Responsibilities

1. Transformation & Strategic Projects

  • Support and execute transformation initiatives across retail and fintech businesses
  • Coordinate cross-department projects involving operations, marketing, customer service, ecommerce, and retail operations
  • Assist in identifying process inefficiencies and recommend scalable solutions
  • Track project progress, timelines, KPIs, and implementation outcomes
  • Prepare reports, presentations, and business updates for management

2. CRM & Customer Journey Management

  • Manage and optimize customer engagement platforms such as: GetResponse / CleverTap
  • Build and improve automated customer journeys across: WhatsApp / Email / SMS / Push notifications
  • Develop lifecycle marketing flows including: Welcome journeys / Abandoned cart recovery / Birthday campaigns / Loyalty & retention flows / Re-engagement campaigns
  • Segment customer databases and personalize communications based on behaviour and demographics
  • Analyze campaign performance and continuously improve conversion and engagement metrics

3. Digital Transformation & Automation

  • Work closely with internal stakeholders and external vendors to implement digital initiatives
  • Support automation projects involving ecommerce, OMS, CRM, customer service, and marketing workflows
  • Identify opportunities to leverage AI and automation to improve productivity and customer experience

Requirements

  • Bachelor’s Degree in Business, Marketing, Digital Transformation, Information Systems, or related field
  • 2–5 years of experience in transformation, CRM, digital marketing automation, ecommerce, consulting, or project management
  • Hands-on experience with GetResponse, CleverTap, or similar CRM/marketing automation platforms is highly preferred
  • Strong understanding of customer lifecycle journeys and retention strategies
  • Analytical mindset with ability to interpret campaign and operational data
  • Strong communication and stakeholder management skills
  • Highly organized, proactive, and able to manage multiple projects simultaneously
  • Experience in retail, ecommerce, luxury, or fintech industries is an advantage

Preferred Skills

  • Understanding of automation tools and system integrations
  • Experience with AI-driven customer engagement tools
  • Knowledge of customer segmentation and loyalty strategies
  • Basic understanding of UX and customer journey mapping
  • Willingness and adaptability to learn and adopt new platforms from scratch
  • Proactive mindset with strong curiosity towards digital innovation and emerging technologies
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