Manager, CRM (Loyalty Program) - Marketing

Manager, CRM (Loyalty Program) - Marketing

Responsibilities

• Develop and implement the end-to-end strategy for the loyalty program, including segmentation, member benefits, rewards structure, and lifecycle management.
• Lead the CRM pre-launch setup and backend configuration, ensuring optimal system configuration, data mapping, integration with POS / e-commerce, user access setup, and workflow automations prior to go-live. Work closely with IT and vendors to test, troubleshoot, and optimize core CRM and loyalty system functions.
• Lead cross-functional teams to coordinate project timelines and resources for successful program rollout and continuous improvement.
• Oversee customer database management, ensuring data quality, integrity, and compliance with privacy regulations.
• Generate actionable customer insights through CRM analytics to inform targeted and personalized campaigns.
• Plan, execute, and optimize marketing campaigns to drive membership sign-up, activation, and retention.
• Collaborate with marketing, sales, store operations, IT, and external vendors to maximize program effectiveness and integration.
• Create and deliver regular reports on program KPIs such as membership growth, engagement, sales uplift, and campaign ROI.
• Champion an excellent customer experience through ongoing feedback collection and program enhancements.
• Train and support frontline staff in loyalty program operations and customer engagement tactics.

Qualifications

Seniority level

Employment type

Job function

Industries

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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