Job Description

Responsibilities:

Serve as the local business liaison for Customer 360 CRM, partnering with the global Product Owner and delivery teams to capture regional requirements, coordinate prioritization, facilitate decisions, and communicate roadmap, release, and support impacts to Coach stakeholders.
Own the Members on CRM product backlog and roadmap, prioritize enhancements, define requirements and acceptance criteria, and represent business and customer needs to engineering and vendor teams.
Act as the regional IT-Business liaison for the Coach CRM migration from Acxiom to C360, coordinating local requirements, data validation, UAT, business readiness, cutover planning, communications, and hypercare with the global Product Owner and programm teams.
Champion regional customer-data governance across CRM platforms by coordinating consent, data quality, deduplication, data residency, and privacy requirements with business, legal, data, and global platform owners maintain direct Product Owner accountability for these controls within Members on CRM.
Run day-to-day vendor governance for CRM-related suppliers, including RACI clarity, contract/SOW oversight, and escalation management.
Plan and deliver the broader SEAO IT project portfolio covering scoping, timelines, budgets/CAPEX tracking, RAID logs, and stakeholder communication.
Drive planning and execution for CRM and related IT projects, ensuring business sign-off and a smooth transition into production and hypercare support.
Prepare and present executive-level project status, risk, and CRM roadmap updates and cross-functional stakeholders.

Experience:

Minimum Bachelors Degree in Information Technology or Computer Science.
Minimum of 4 years of IT project/programm management experience, including 2-3 years managing a CRM platform, serving as a CRM Product Owner, or acting as a regional business liaison for a global CRM product.
Proven experience delivering CRM migrations or implementations (e.g., platform-to-platform migration, cutover/rollback planning, legacy vendor decommissioning).
Experience in retail, luxury retail, or e-commerce environments, ideally spanning multiple markets/countries (Singapore, Malaysia, or broader APAC/ANZ).
Hands-on experience managing integrations between CRM, e-commerce (Magento or similar), POS systems, and marketing/customer data platforms (CDP).
Experience managing third-party vendors and system integrators (e.g., regional SIs, CRM vendors, cloud hosting/AWS partners) including SOW governance and RACI definition.
Track record running UAT/SIT cycles, cutover events, and post-go-live hypercare for enterprise systems.
Experience working with regional/multi-country data privacy requirements (e.g., Singapore PDPA, Malaysia PDPA) is highly desirable.