Manager, CRM (Loyalty Program) - Marketing

Confidential Jobs; Seri Kembangan; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading organization in customer engagement is seeking a skilled CRM Manager to develop and implement effective loyalty programs. The successful candidate will have a minimum of 3 years' experience in CRM management. This role involves collaboration with various departments and ensuring compliance with privacy regulations. Candidates should possess strong analytical skills and be proficient in CRM and marketing automation tools. A degree in Marketing or related field is preferred.

Qualifications

• Minimum 3 years' experience in CRM management or membership programs.
• Strong analytical skills and proficiency in CRM platforms.
• Proven ability to design data-driven marketing strategies.
• Excellent organizational and project management skills.
• Strong written and verbal communication skills.

Responsibilities

• Develop and implement loyalty program strategy.
• Lead CRM system setup and configuration.
• Oversee customer database management.
• Generate actionable insights through CRM analytics.
• Plan and execute marketing campaigns.

Skills

CRM management experience

Analytical skills

Data-driven marketing strategies

Project management

Communication skills

Education

Degree in Marketing, Business, Data Analytics

Tools

CRM/loyalty platforms

Marketing automation tools

Job description

Job Description

• 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.

Skills requirement

1. Minimum 3 years' experience in CRM management, loyalty/membership programs, or customer lifecycle,roles.
2. Strong analytical skills and proficiency in CRM/loyalty platforms and marketing automation tools.
3. Proven ability to design and execute data-driven marketing strategies.
4. Excellent organizational, project management, and cross-team collaboration skills.
5. Strong written and verbal communication; ability to present insights and recommendations to management.
6. Degree in Marketing, Business, Data Analytics, or a related field is preferred.
7. Familiarity with local data privacy laws and customer consent processes.
8. Train and support frontline staff in loyalty program operations and customer engagement tactics.