Key Responsibilities:

• Develop and implement comprehensive CRM strategies to enhance customer retention, engagement, and lifetime value.
  
• Design and optimize customer journeys across touchpoints to deliver personalized and impactful experiences 
• Oversee the execution of multi-channel campaigns, ensuring alignment with brand objectives and customer insights 
• Manage and evolve loyalty programs across all brands, ensuring relevance, competitiveness, and customer satisfaction 
• Monitor and analyze loyalty program metrics (e.g., activation rates, redemption rates, and ROI) to drive continuous improvement 
• Partner with brand teams to develop initiatives that enhance customer loyalty and repeat purchases
• Leverage CRM and loyalty platforms to analyze customer data and identify actionable insights
• Track key performance indicators (KPIs) to assess the effectiveness of CRM and loyalty strategies
• Translate data into clear narratives and commercial opportunities, helping stakeholders understand the customer story behind the numbers
• Foster collaboration and knowledge-sharing across the team to drive innovation and efficiency in CRM and loyalty initiatives
• Work closely with marketing, sales, operations, and digital teams to ensure CRM and loyalty strategies are integrated across all touchpoints
• Collaborate with IT to optimize the use of CRM and loyalty platforms, ensuring robust data integrity and system functionality 

Experience and Expertise:

• Minimum 5–7 years of experience in CRM, loyalty management, or a related field, preferably in the retail industry
  
• Hands-on experience with CRM and loyalty platforms, such as Salesforce, Adobe Campaign, Capillary, or similar tools 
• Strong understanding of loyalty metrics, customer segmentation, and campaign optimization 
• Proven ability to design and implement effective customer journeys 
• Highly proficient in analyzing data and deriving actionable insights
• Demonstrated ability to link customer behavior with commercial outcomes and craft data-driven strategies 
• Experience leading a team, with the ability to mentor, motivate, and develop talent 
• Strong project management skills, with the ability to manage multiple priorities and deliver results in a fast-paced environment 
• Advanced proficiency in Microsoft Excel and CRM analytics tools 
• Familiarity with email marketing, SMS, and push notification tools is a plus