Job Title:  

Manager – Unified CRM & Loyalty

Role Description: 

We are seeking a strategic and analytical Loyalty & Customer Retention practitioner to join our team to drive CLTV initiatives across the portfolio of our brands. The ideal candidate will leverage data insights to develop and implement customer retention mechanisms, drive cross-brand acquisitions, create self-serve reporting solutions, develop planning playbooks, and evaluate the compliance and effectiveness of CRM & Loyalty implementation of individual brands by monitoring a CRM Health Scorecard. This role requires a blend of analytical expertise, strategic thinking, direct marketing capabilities and a strong communication skills. 

Key Responsibilities: 

• CRM Guidance Across Brands:  
• Serve as a central point of contact for CRM best practices across all brands within the organization. 
• Develop and maintain a comprehensive CRM strategy that aligns with overall business objectives and brand-specific goals. 
• Provide expert advice and support to brand teams on CRM campaign planning and execution. 
• Mechanism Development & Implementation:  
• Design and implement CRM mechanisms to drive customer engagement, retention, and loyalty. 
• Develop and optimize automated CRM workflows and trigger-based campaigns. 
• Evaluate and recommend new CRM technologies and tools. 
• Brand Health CRM Monitoring:  
• Develop and maintain dashboards and reports to monitor key brand health metrics within the CRM system. 
• Analyze customer behavior and feedback to identify trends and opportunities for brand improvement. 
• Provide actionable insights to brand teams based on brand health analysis. 
• Self-Serve Reporting & Playbook Development:  
• Create and maintain self-serve reporting solutions to empower brand teams to access and analyze CRM data independently. 
• Develop comprehensive CRM playbooks and training materials to guide brand teams in effective CRM planning and execution. 
• Create documentation on how to use tools and track achieved metrics. 

• Tools & Achievement Tracking:  
• Evaluate the effectiveness of CRM tools and technologies used across brands. 
• Track and report on the achievement of CRM goals and KPIs. 
• Provide feedback to CRM tool vendors on improving their products. 

Qualifications & Experience: 

• Bachelor's degree in business, marketing, statistics, or a related field. 
• Proven experience in managing (preferably leading) a Loyalty (or structured CRM) program 
• Strong understanding of customer retention metrics, tools and marketing automation platforms. 
• Expertise in data analysis, reporting, and dashboard creation. 
• Excellent communication, presentation, and training skills. 
• Ability to translate complex data into actionable insights and strategic recommendations. 
• Ability to create documentation and training materials. 

Preferred Exposure : 

• Experience with multi-brand CRM / Loyalty management or platforms 
• Knowledge of advanced analytics techniques

Skills: 

• CRM Strategy & Planning 
• Multi-Brand CRM Management 
• Data Analysis & Reporting 
• Customer Segmentation & Targeting 
• Marketing Automation 
• Dashboard Development 
• Playbook & Training Material Creation 
• Project Management 
• Documentation skills
• Multi-stakeholder Management
• Dealing with ambiguity & complexity