We are seeking a CRM & Loyalty Specialist responsible for designing and implementing customer relationship and loyalty initiatives aimed at improving customer engagement, retention, repeat purchase, and overall customer value. This is a newly established role, giving the right candidate a chance to help shape and develop the company's CRM & Loyalty function from scratch, covering customer strategies, program development, process setup, and leveraging customer data to support business growth. The position collaborates closely with Marketing, Digital, IT/Data, E-Commerce, and Store Operations to deliver customer-centric initiatives and convert customer data and insights into actionable business strategies. Key Responsibilities: 1. CRM Strategy & Customer Lifecycle - Plan and implement CRM initiatives across the full customer lifecycle, covering acquisition, activation, engagement, repeat purchase, retention, and reactivation. - Create and maintain customer segmentation. - Spot customer opportunities and turn customer insights into targeted CRM initiatives. - Build customer journeys and find ways to boost customer engagement. 2. Loyalty Program - Oversee and continuously refine the company's membership and loyalty program. - Design and roll out loyalty mechanics while monitoring member engagement and retention. - Assess and enhance the overall membership experience. 3. CRM Campaign Management - Plan, run, and track targeted CRM campaigns across relevant channels. - Partner with Marketing and Digital teams to ensure CRM campaigns align with broader brand and commercial goals. - Track campaign performance and continuously improve campaign strategies. - Guarantee CRM communications are relevant, timely, and matched to customer segments and lifecycle stages. 4. Customer Data & Analytics - Examine customer behavior, purchasing patterns, and membership data to find trends, opportunities, and areas needing improvement. - Track key customer metrics; produce regular CRM & Loyalty reports and deliver actionable insights. 5. CRM & Loyalty Program Development - Convert business and customer requirements into CRM and loyalty system configurations. - Collaborate with IT, Digital, Data, and external vendors to make sure CRM and loyalty systems effectively meet business needs. - Build and continuously refine CRM & Loyalty processes, guidelines, and performance tracking mechanisms. 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. - Solid understanding of customer segmentation, customer lifecycle, retention, repeat purchase, and loyalty strategies. - Comfortable handling customer and transaction data and converting data into actionable business insights. - Experience managing CRM campaigns through channels including 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.

CRM & LOYALTY SPECIALIST

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