who we are
lululemon is an innovative performance apparel company for yoga, running, training, and other athletic pursuits. Setting the bar in technical fabrics and functional design, we create transformational products and experiences that support people in moving, growing, connecting, and being well. We owe our success to our innovative product, emphasis on stores, commitment to our people, and the incredible connections we make in every community we're in. As a company, we focus on creating positive change to build a healthier, thriving future. In particular, that includes creating an equitable, inclusive and growth-focused environment for our people.
about this team
The CRM Manager is responsible for driving guest acquisition, retention, reactivation, and lifetime value growth through personalized CRM strategies, the development and execution of guest retention programs aligned with APAC Guest retention strategy, community engagement, and omnichannel guest development initiatives. This role will leverage guest data, local partnerships, and marketing automation to create highly personalized guest experiences across digital and offline touchpoints while strengthening brand affinity, guest retention value, and community engagement.
core responsibilities
Guest Acquisition & Lead Generation:
- Develop and execute CRM acquisition strategies to grow high-quality guest audiences.
- Partner with Retail Stores, Community Events, and Sweat Collective programs to acquire new CRM followers and leads.
- Identify and develop strategic partnerships that drive new Guest acquisition and elevate brand experiences.
- Develop strategic partnerships with external partners to engage high-potential Guests and deliver exclusive brand experiences.
CRM Personalization & Lifecycle Management:
- Develop guest lifecycle strategies to improve retention, purchase frequency, and customer lifetime value, while analyzing and reporting on program performance to drive continuous optimization.
- Build and manage personalized customer journeys based on purchase behavior, repurchase propensity.
- Ideally, have experience designing and executing automated CRM campaigns across marketing platforms, with the ability to track and optimize audience performance.
Omnichannel Guest Loyalty & Retention:
- Develop personalized service and loyalty strategies to drive guest engagement across online and offline channels.
- Collaborate with cross-functional teams to create differentiated Guest experiences that increase loyalty and advocacy.
- Leverage omnichannel guest profiles to deliver seamless end-to-end customer journeys across online and offline channels.
- Develop and execute guest retention programs aligned with APAC guest retention strategy.
qualifications
- 8+ years of experience in CRM, loyalty, customer lifecycle management, or Guest development, preferably within premium, luxury, fashion, wellness, or lifestyle brands.
- Experience in developing and executing guest retention programs across omnichannel.
- Strong English communication skills with the ability to effectively collaborate and influence stakeholders across local and global teams.
- Exceptional analytical capabilities with expertise in customer segmentation, retention analysis, CLV/LTV measurement, and performance optimization.
- Demonstrated ability to develop scalable growth frameworks through hypothesis generation, testing, validation, and continuous learning.
- Strong understanding of the CRM/MarTech ecosystem and guest data infrastructure, with the ability to leverage tech and data to drive guest segmentation, personalization, lifecycle engagement, and retention
must haves
- Acknowledges the presence of choice in every moment and takes personal responsibility for their life.
- Possesses an entrepreneurial spirit and continuously innovates to achieve great results.
- Communicates with honesty and kindness, and creates the space for others to do the same.
- Leads with courage, knowing the possibility of greatness is bigger than the fear of failure.
- Fosters connection by putting people first and building trusting relationships.
- Integrates fun and joy as a way of being and working, aka doesn't take themselves too seriously.
additional notes
Authorization to work in Republic of Korea is required for this role.
beyond the paycheck (benefits & perks)
At lululemon, we care for and invest in the whole person - body, mind, spirit. Our total rewards program is designed to support you in achieving your goals and focus on the things you love. In addition to competitive base pay and a team-based bonus program, we also offer paid time off, generous employee discounts, fitness/yoga classes, parenthood top up program and personal and professional development programs.
Note: availability of these benefits and perks may be subject to your location & employment type and may have certain eligibility requirements. The Company reserves the right to alter these benefits and perks in whole or in part at any time without advance notice.
work arrangement
In-person collaboration and connection is important to our culture. Work is performed onsite, minimum 4 days per week.
learn more about what it's like working for lululemon in our Asia-Pacific markets:
#LI-GS1 #LI-Onsite