Role Overview:
We are seeking a CRM & Loyalty Lead to drive customer retention, engagement, and loyalty strategy across all channels. This role will own the design and execution of CRM programs and loyalty initiatives, while collaborating with internal teams to deliver business impact and elevate customer lifetime value.
Key Responsibilities:
Develop and lead CRM and loyalty strategies aligned with overall marketing goals across digital, in-store, and mobile channels.
Segment customer data to create targeted, personalized campaigns that address distinct customer behaviours and preferences.
Manage and enhance the loyalty program to drive repeat purchases and long-term retention.
Collaborate with IT, marketing, retail, teams to roll out CRM and loyalty initiatives effectively.
Monitor program performance and refine based on data, feedback, and market trends.
Design and optimise omnichannel campaigns (Email, SMS, WhatsApp, push) with A/B testing and performance tracking.
Map and improve customer journeys across all touchpoints, focusing on pain points and engagement opportunities.
Deliver actionable insights and regular reporting on CRM KPIs (CTR, CVR, CLV, retention) to stakeholders.
Manage budgets and ensure resource efficiency for CRM and loyalty initiatives.
Oversee the CRM platform, ensuring integration and functionality, and lead any technical enhancements with IT.
Qualification:
Educational Requirements:
• Bachelor’s degree in Marketing, Business Administration, or a related field.
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Professional Experience:
• 3–5 years of experience in CRM, customer engagement, or loyalty programs.
• Proven experience in developing and managing CRM strategies and loyalty initiatives.
• Experience working with CRM tools .
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