CRM & Loyalty App Manager (Retail)

Role Overview:
We are looking for a results-driven Customer Relationship 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:

• 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.
  
• 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.
  
• 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.
  
• 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.
  
• Support digital marketing campaigns that complement CRM and app engagement goals.
  
• Ensure accurate tracking and attribution for campaign performance across CRM and digital channels.
  
• 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.
  
• 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.