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
* Strong experience in CRM management, loyalty/membership programs, or customer lifecycle roles.
* Strong analytical skills and proficiency in CRM/loyalty platforms and marketing automation tools.
* Proven ability to design and execute data-driven marketing strategies.
* Excellent organizational, project management, and cross-team collaboration skills.
* Strong written and verbal communication; ability to present insights and recommendations to management.
* Degree in Marketing, Business, Data Analytics, or a related field is preferred.
* Familiarity with local data privacy laws and customer consent processes.
* Train and support frontline staff in loyalty program operations and customer engagement tactics.