Customer Data Management Executive (Loyalty Program)
- Assist in managing and executing the company's customer loyalty and rewards program, including reward points structure, accrual, redemption, and reconciliation.
- Responsible for retaining, engaging, and growing the existing membership base through effective CRM initiatives.
- Assist in analyzing customer buying behavior, customer journey touchpoints, and engagement patterns to improve personalization and campaign effectiveness.
- Take initiative to identify, evaluate, and interpret consumer and market trends by analyzing customer data, CRM activities, and multiple data sources; recommend business and campaign opportunities accordingly.
- Support CRM planning and strategy development, including campaign ideation, targeting logic, and post-campaign performance review.
- Assist in customer database management, including data cleansing, data housekeeping, and profile maintenance to ensure data accuracy, completeness, consistency, and proper customer record merging in line with data standards.
- Prepare, monitor, and analyze ad-hoc, weekly, and monthly CRM and marketing performance reports to evaluate the effectiveness of promotions, campaigns, and loyalty programs; provide actionable insights and improvement recommendations to management.
- Manage and coordinate CRM broadcast channels (e.g. SMS, email, app push, WhatsApp), including execution tracking and result measurement.
- Prepare and maintain the CRM calendar and project schedules to track progress and ensure timely delivery of campaigns and initiatives.
- Develop, document, and improve standard operating procedures (SOPs) for the Customer Relations department to ensure consistent execution across all outlets.
Requirements:
- Bachelor's Degree in Business Studies, Administration, Management, Marketing, Statistics, or equivalent.
- Minimum 1 year of Customer Data Management/Customer Loyalty Management experience, preferably within the retail industry. But Fresh Graduates with relevant education are encouraged to apply.
- Strong analytical mindset with hands-on experience in data analysis, data cleansing, and customer insights.
- Competent in MS Office (Word, Excel, Access, PowerPoint); strong Excel and numerical analysis skills are a definite plus
- Detail-oriented, meticulous, and well-organized with strong data housekeeping discipline.
- Ability to multitask, manage multiple Customer Loyalty projects, and meet tight deadlines.
- Mandarin language is an advantage.
- Versatile communicator with the ability to build rapport and work effectively with stakeholders at all levels.
