Job Responsibilities

1. CRM Strategy & Customer Lifecycle

• Develop and execute CRM initiatives across the customer lifecycle, including customer acquisition, activation, engagement, repeat purchase, retention, and reactivation.
• Develop and maintain customer segmentation.
• Identify customer opportunities and translate customer insights into targeted CRM initiatives.
• Develop customer journeys & identify opportunities to improve customer engagement.

2. Loyalty Program

• Manage and continuously improve the company's membership and loyalty program.
• Develop and implement loyalty mechanics, monitor member engagement & retention.
• Evaluate and improve the overall membership experience.

3. CRM Campaign Management

• Plan, execute, and monitor targeted CRM campaigns through relevant channels.
• Work closely with Marketing and Digital teams to ensure CRM campaigns are aligned with overall brand and commercial objectives.
• Monitor campaign performance and continuously optimize campaign strategies.
• Ensure CRM communications are relevant, timely, and aligned with customer segments and lifecycle stages.

4. Customer Data & Analytics

• Analyze customer behavior, purchasing patterns, and membership data to identify trends, opportunities, and areas for improvement.
• Monitor key customer metrics ; develop regular CRM & Loyalty reports and provide actionable insights

5. CRM & Loyalty Program Development

• Translate business and customer requirements into CRM and loyalty system.
• Work closely with IT, Digital, Data, and external vendors to ensure CRM and loyalty systems effectively support business requirements.
• Establish and continuously improve CRM & Loyalty processes, guidelines, and performance tracking.

Job Requirements

• Bachelor's degree in Marketing, Business, Communications, Data Analytics, or related fields.
• 3–5 years of experience in CRM, Loyalty, Customer Engagement, Customer Marketing, Customer Retention, or related functions, preferably in retail, F&B, FMCG, e-commerce, or other consumer businesses.
• Hands-on experience in managing, implementing, or developing CRM and/or loyalty programs is highly preferred.
• Strong understanding of customer segmentation, customer lifecycle, retention, repeat purchase, and loyalty strategies.
• Comfortable working with customer and transaction data and translating data into actionable business insights.
• Experience managing CRM campaigns through channels such as WhatsApp, email, SMS, push notifications, or CRM platforms.
• Experience with CRM, loyalty, membership, CDP, marketing automation, or customer data platforms is a plus.
• Strong analytical and problem-solving skills with a data-driven approach.
• Able to work independently, take ownership, and manage multiple projects with cross-functional stakeholders.
• Strong communication, presentation, and stakeholder management skills.
• Commercially minded with a strong customer-centric approach.
• Growth mindset and strong potential to develop into a future leadership role.