CRM & Loyalty Strategy Lead

MR DIY Malaysia; Seri Kembangan; On-site; MYR 120,000 - 180,000; Full time

Job summary

MR D.I.Y. Malaysia seeks a seasoned CRM and Loyalty Lead to drive the overall CRM and loyalty strategy for MR. DIY Club, spanning acquisition, activation, engagement, retention and win-back across the customer lifecycle.

You will analyze customer data to identify opportunities, develop segmentation, and translate insights into actionable marketing and commercial strategies. Collaboration with digital, IT, and store teams will be essential to scale programmes and improve customer value.

Qualifications

• 5+ years of relevant experience in CRM, loyalty, or customer lifecycle management.
• Proven ability to develop and execute data-driven CRM and loyalty strategies.
• Strong analytical and commercial mindset with translating data into actionable strategies.
• Experience planning and executing CRM campaigns and automated customer journeys.
• Experience with CRM/loyalty platforms and collaboration with tech teams.

Responsibilities

• Develop and execute the overall CRM and loyalty strategy and roadmap for MR. DIY Club.
• Manage the end-to-end customer lifecycle from acquisition through engagement, retention and win-back.
• Identify opportunities to improve activation, second purchase, and customer value.
• Review and enhance loyalty proposition, member benefits and engagement mechanics.
• Plan and optimise CRM and loyalty campaigns to drive membership growth and retention.
• Develop automated customer journeys and trigger-based communications.
• Collaborate with Marketing, IT and vendors on system enhancements and governance.
• Establish a Test → Learn → Optimise → Scale approach to improve performance.

Skills

CRM strategy

Loyalty programs

Data-driven marketing

Campaign planning

Cross-functional leadership

Education

Degree in Marketing or Business or Data Analytics

Tools

CRM platforms

Marketing automation

Job description

MR D.I.Y. Malaysia seeks a seasoned CRM and Loyalty Lead to drive the overall CRM and loyalty strategy for MR. DIY Club, spanning acquisition, activation, engagement, retention and win-back across the customer lifecycle.

You will analyze customer data to identify opportunities, develop segmentation, and translate insights into actionable marketing and commercial strategies. Collaboration with digital, IT, and store teams will be essential to scale programmes and improve customer value.