About the Role

At Substance, we connect top talent with leading brands to drive impactful growth. We are currently seeking a CRM & Loyalty Manager for our client, a well-established company in the retail industry. This role will be responsible for leading customer relationship management strategies and loyalty programs that enhance engagement, retention, and lifetime value. If you have a passion for customer insights, engagement strategies, and loyalty marketing, this is an exciting opportunity to shape the future of customer retention.

Key Responsibilities

CRM & Loyalty Strategy Development

Develop and implement a comprehensive CRM strategy to enhance customer engagement and retention.
Design, execute, and optimize loyalty programs to drive repeat purchases and brand advocacy.
Leverage customer data and segmentation to personalize marketing communications and promotions.

Campaign Management & Execution

Plan and oversee multi-channel CRM campaigns, including email, SMS, app push notifications, and in-store activations.
Work closely with marketing, sales, and product teams to integrate CRM initiatives with broader business objectives.
Continuously test, analyze, and refine campaigns to improve customer engagement and conversion rates.

Data Analysis & Customer Insights

Monitor and analyze customer behavior, retention rates, and lifetime value to identify opportunities for improvement.
Utilize CRM tools and analytics platforms to track key performance metrics and generate actionable insights.
Develop customer segmentation models to enable targeted marketing efforts.

Technology & System Management

Manage CRM platforms, ensuring seamless data integration and automation.
Collaborate with IT and digital teams to enhance CRM functionalities, loyalty program mechanics, and customer data security.
Stay updated on emerging CRM technologies and industry best practices.

Key Competencies

Strong analytical and problem-solving skills, with a data-driven mindset.
Experience in customer segmentation, lifecycle marketing, and loyalty program management.
Excellent project management and collaboration skills to work with cross-functional teams.
Ability to develop personalized and automated customer engagement strategies.
Strong understanding of CRM platforms, data analytics, and digital marketing tools.

Requirements

Bachelor’s degree in Marketing, Business, Data Analytics, or a related field.
Minimum 5 years of experience in CRM, loyalty programs, or customer engagement roles.
Proficiency in CRM tools (Salesforce, HubSpot, or similar), data analytics, and marketing automation platforms.
Experience in retail, FMCG, or e-commerce is a plus.
Strong knowledge of customer behavior, retention strategies, and omnichannel marketing.
Fluent in English (written and spoken).

Benefits

At Substance, we’re all about action, not just talk. If your profile aligns with what we need, you’ll hear from us within 1-2 weeks. If not, no fluff—just know we value your interest and will keep you in mind for future roles where your skills can make an impact. We focus on real connections and meaningful matches, so when the right opportunity comes, we’ll be ready to make it happen.

Getsubstance.co Pte. Ltd. | EA License No: 24C2398