Asst. Manager - CRM (Marketing)

KEY RESPONSIBILITIES:

CRM System Setup & Implementation
-Work closely with marketing and operations to set up and launch the CRM system from scratch.
-Define system requirements, customer journey flows, and data integration points (POS, delivery platforms, website, etc.).
-Ensure seamless integration across all channels for a unified customer experience.

Membership Program Development
-Conceptualize, plan, and execute the new membership program — including tiers, rewards, and benefits.
-Establish program objectives, KPIs, and customer lifecycle management plans.
-Coordinate with design and marketing teams for launch campaigns and member communications.

Campaign Management & Execution
-Develop and execute CRM-based campaigns (email, SMS, app notifications, etc.) to drive engagement and repeat visits.
-Manage customer segmentation and personalisation strategies to enhance effectiveness.

Data Analysis & Insights
-Analyze customer data to generate actionable insights, identify trends, and track program performance.
-Prepare regular CRM and loyalty performance reports for management review.
-Recommend data-driven improvements to enhance customer retention and LTV (lifetime value).

Customer Retention & Loyalty
-Drive initiatives to increase repeat purchase frequency and membership participation.
-Collaborate with Marketing to design promotions that reward loyalty and advocacy.
-Continuously refine the loyalty program to improve satisfaction and retention.

Project Leadership
-Act as the main point of contact for CRM and membership-related projects.
-Work cross-functionally with internal stakeholders and external vendors to ensure timely delivery.
-Lead the launch, rollout, and optimization of the program across all regions.

REQUIREMENTS:
-Preferably experience in F&B, Retail, or consumer brands; With minimum 3-5 years of experience in CRM, loyalty marketing, or digital marketing.
-Hands-on experience with CRM platforms, customer segmentation, and data analytics.
-Strong project management and communication skills.
-Analytical mindset with the ability to translate data into actionable strategies.