Head of CRM & Loyalty

Head of CRM & Loyalty

Valiram WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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SUMMARY

The Head of CRM & Loyalty sets our CRM vision and strategy, driving profitable customer growth in all channels by building customer loyalty, multi-category ownership and relevant, timely support content. Partnering closely with Brand & Marketing, eCommerce, Creatives, and other cross-functional teams as a supporting unit to execute and develop customer-centric programs for the Valiram Group & brands to drive growth and build profitable, long-term customer relationships.

This role will build data- and insight-driven customer segmentation strategies and oversee marketing efforts with a focus on growth, engagement, and retention. This role will drive the strategy, implementation, and ongoing evolution of Valiram Group’s - loyalty program across both offline and digital channels with the objective of driving customer engagement, nurturing customer relationships & return visits.

KEY RESPONSIBILITY AREAS :

The role is a collaborative position and, as such, he / she supports the Brand Operations & Marketing department by providing the teams with expertise in strategic consultancy to develop CRM Programs as well as engaging in consumer acquisition and retention approaches that compliment and support retail sales efforts.

CRM

• Business partner for Brand & Marketing teams to support CRM Strategies and Execution of Campaigns & Programs.
• Oversee & support the operations of CRM capabilities development regionally.
• Oversee & support the operations of CRM program and activations implementation regionally.
• Oversee & Support lifecycle marketing strategies that identify valuable consumers and opportunities that drive increased engagement and revenue.
• Optimize communication strategy in all channels to improve engagement, conversion, and retention.
• Serve as a CRM business intelligence leader, utilizing analytics to drive customer-centric action plans.
• Lead the development of Group database marketing analytics, segmentation analysis, and other analytical techniques to improve consumer understanding and deliver insights that drive repeat and retention.
• Manage external vendor relationships related to CRM, loyalty, consumer marketing and database management.
• Oversee CRM and Loyalty marketing budgets with Marketing & Brand Teams.
• Manage CRM Software Technology service providers.

LOYALTY

REPORTING

KEY REQUIREMENTS :

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Valiram WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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