CRM Role - Marketing - Retail/Online

Campaign Management & CRM Execution:

- Drive repeat sales and member retention through First Citizen Club loyalty initiatives.

- Segment customer cohorts using shopping behavior and analytics to run targeted, high-impact campaigns.

- Own end-to-end execution of loyalty campaigns - briefing, creative coordination, deployment, and performance tracking.

- Collaborate with creative and CRM agencies to deliver campaigns across WhatsApp, RCS, and other modern platforms.

- Create and analyze campaign reports, MIS, and dashboards to identify areas of improvement and optimize effectiveness.

Stakeholder Management & Program Monetization:

- Act as a program evangelist across the organization, promoting the value and impact of First Citizen to internal teams and external partners.

- Collaborate closely with cross-functional stakeholders-merchandising, store operations, marketing, digital, and customer service-to ensure consistent program delivery and advocacy.

- Identify monetization opportunities within the loyalty ecosystem (e.g., co-branded offers, data-driven partnerships) to generate incremental value for the business.

Analytics, Technology & Projects:

- Work with the Analytics team to analyze customer behavior and define actionable insights.

- Project-manage loyalty platform upgrades, feature rollouts, and integration tasks in partnership with tech teams.

Reporting & Communication:

- Develop dashboards and reports using Excel for key CRM KPIs.

- Build engaging PowerPoint presentations summarizing loyalty performance, campaign results, and recommendations.

- Support internal communication and documentation with strong written and verbal English skills.

Qualifications & Experience:

- MBA in Marketing or related discipline.

- 6-8 years of relevant experience in Loyalty Marketing, CRM, or Customer Engagement.

- Prior exposure to Retail, Travel, Banking, E-commerce, or similar loyalty-driven industries.

- Mandatory: Hands-on experience managing CRM or Loyalty programs.