Assistant Manager, CRM & Loyalty Marketing

Job Description

We are seeking a dynamic Assistant Manager, CRM & Loyalty Marketing, to lead key initiatives aimed at increasing customer engagement, driving repurchase rates, maximizing customer lifetime value, and re-engaging inactive customers. This role involves overseeing various key communication channels including, but not limited to, email marketing, push notifications, in-app messaging, and web product messaging, focusing on optimizing metrics such as Open Rate, CTR, Conversion Rate, and minimize Unsubscribe Rate, ensuring the overall success of our CRM strategies.

You will employ creative thinking, research expertise and data analysis skills to expand our client base, deepen loyalty and increase the frequency of customer interactions by delivering personalised and relevant experiences. Additionally, you will support the retail teams in resolving customer’s issues related to the company’s Loyalty Marketing programs.

Through innovative strategies and cross-functional collaboration, you’ll enhance CRM lifecycle management with targeted segmentation, trigger-based communications, and strategic promotions to boost response rates and improve marketing ROI. You will play a critical role in supporting our strategic objectives, contributing to our long-term growth and solidifying our position as the preferred choice.

Key Responsibilities:

• Develop and execute CRM strategies in collaboration with the Head of Marketing to enhance customer experiences and increase lifetime value.
• Manage CRM lifecycle with data-driven segmentation, targeted communications, and promotions that maximize response rates and marketing effectiveness.
• Collaborate cross-functionally with multiple teams to design and implement cohesive customer retention strategies, ensuring alignment across departments.
• Utilize insights, analytics, and A/B testing to drive funnel optimization and campaign effectiveness.
• Develop a deep understanding of the customer journey (pre-purchase, purchase, post-purchase) by working closely with data, insights, and analytics stakeholders.
• Provide retail teams with the support needed to resolve customer’s Loyalty Marketing program issues, ensuring smooth, positive customer interactions that build brand loyalty.
• Analyze large datasets across customers, products, channels, and markets to guide decision-making and inform strategic growth initiatives.

Requirements:

• 6-8 years of experience in consumer-focused retention marketing, CRM, loyalty marketing, or customer engagement roles.
• Proven track record in managing loyalty programs, plus developing and executing impactful CRM campaigns that drive activation, retention, and customer lifetime value (CLTV).
• Expertise in building full-funnel strategies, from customer acquisition to retention.
• Proficient in leveraging segmentation, A/B testing, and customer lifecycle data to personalize and optimize marketing campaigns.
• Hands-on experience with marketing automation platforms such as Salesforce.
• Strong understanding of CRM tools, performance marketing tools such as Google Analytics, databases and segmentation techniques.
• Analytical mindset with the ability to derive insights from customer data.
• Excellent communication and project management skills.