Senior Manager - CRM & Loyalty

MR D-I-Y Malaysia; Seri Kembangan; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading home improvement brand in Malaysia is seeking a proactive CRM Senior Manager to lead their retail loyalty program. The ideal candidate will manage CRM functionalities, drive member acquisition, and generate actionable insights through data analytics. Applicants should have a strong background in CRM management and data-driven marketing strategies. Excellent project management and collaboration skills are essential for success in this role, which plays a key part in enhancing customer experiences and engagement.

Qualifications

• Strong experience in CRM management, loyalty/membership programs, or customer lifecycle roles.
• Proven ability to design and execute data-driven marketing strategies.
• Excellent organizational and project management skills.

Responsibilities

• Develop and implement the loyalty program strategy.
• Manage CRM pre-launch setup and backend configuration.
• Oversee customer database management ensuring data quality.
• Generate customer insights through CRM analytics.

Skills

CRM management

Data analysis

Project management

Cross-team collaboration

Education

Degree in Marketing, Business, Data Analytics or related field

Tools

CRM platforms

Marketing automation tools

Job description

At MR DIY, we're more than a global home improvement brand, we're a catalyst for ambitious talent ready to grow beyond borders.

With over 5,000+ stores across 14 countries globally, we offer unmatched international exposure to those looking to build a meaningful, global career. From retail operations and merchandising to strategy, tech, and supply chain. Your work here shapes how millions of customers shop every day.

We are recruiting for a proactive and experienced CRM Senior Manager to lead the launch and ongoing management of our retail loyalty (membership) program. The ideal candidate will drive member acquisition, engagement, and retention by leveraging customer insights and data‑driven marketing strategies.

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.

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