Senior Manager - CRM & Loyalty

To be discussed with shortlisted candidate.

Senior Manager - CRM & Loyalty at MR DIY

Location

To be discussed with shortlisted candidate.

At MR DIY, we're more than a global home improvement brand, we're a catalyst for ambitious talent ready to grow beyond borders.

With over 5,000+ stores across 14 countries globally, we offer unmatched international exposure to those looking to build a meaningful, global career. From retail operations and merchandising to strategy, tech, and supply chain. Your work here shapes how millions of customers shop every day.

We are recruiting for a proactive and experienced CRM Senior Manager to lead the launch and ongoing management of our retail loyalty (membership) program. The ideal candidate will drive member acquisition, engagement, and retention by leveraging customer insights and data-driven marketing strategies.

Key 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.

Requirements

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