Role Overview: We are looking for a results-driven CRM & Loyalty Manager to take ownership of customer engagement initiatives across mobile applications and digital touchpoints. This role focuses on strengthening customer loyalty, boosting app adoption, and delivering a unified experience across online and offline channels. Key Responsibilities: CRM Strategy & Lifecycle Management - Develop and implement comprehensive CRM strategies to grow app downloads, active user base, and customer lifetime value. - Build and manage segmented customer journeys, including onboarding, upselling, retention, and win-back campaigns. - Design and launch campaigns across multiple channels such as push notifications, SMS, email, and in-app messaging. - Monitor and optimise loyalty point redemption and campaign ROI within set budgets. - Collaborate with cross-functional teams to ensure campaigns align with business objectives. App Engagement & Platform Management - Lead initiatives to drive app usage and promote new features. - Identify and recommend UX/UI improvements to enhance customer flow, stickiness, and conversions. - Manage relationships with CRM and app platform vendors, ensuring system stability, upgrades, and technical support. - Oversee issue resolution processes for app-related bugs and functionality. E-commerce & Online Platform Management - Oversee online sales operations across major e-commerce and quick-commerce platforms. - Track fulfilment metrics, cancellation rates, and customer reviews to ensure compliance and satisfaction. - Work with internal teams to streamline order processing and delivery. - Identify opportunities to enhance the online customer experience. Customer Experience Management - Lead and manage customer inquiries, complaints, and feedback across all communication channels. - Develop and enforce customer service SOPs for consistent service delivery. - Resolve issues related to orders, refunds, and deliveries. - Identify gaps in the customer journey and implement solutions to improve satisfaction and loyalty. Digital Marketing Integration - Support digital marketing campaigns that complement CRM and app engagement goals. - Ensure accurate tracking and attribution for campaign performance across CRM and digital channels. Reporting & Insights -Prepare regular reports on customer feedback, satisfaction levels, resolution times, and platform performance. - Analyse data to identify trends, recurring issues, and areas for improvement. - Track SLA compliance and customer satisfaction KPIs. Team Leadership & Training - Train and mentor customer service teams on best practices, tools, and product knowledge. - Conduct performance evaluations and provide feedback for continuous improvement. Requirements Bachelor's degree in Marketing, Business, Communications, or related discipline. 4-6 years' experience in CRM, loyalty marketing, or mobile engagement, preferably within retail, convenience, or quick-service sectors. Hands-on expertise with CRM systems, marketing automation, segmentation, and performance analytics. Strong data interpretation skills and ability to translate insights into strategy. Proven record of managing cross-functional projects and stakeholders. Excellent interpersonal and communication abilities in English. Show more Show less