CRM & Loyalty Specialist – Luxury Retail
About the Company Our client is a premier luxury retail group with a strong presence across the region, known for representing prestigious watch brands and delivering high-touch retail experiences. Dedicated to excellence, the company continues to expand its retail ecosystem by building lasting customer relationships through personalized engagement, exclusive rewards, and bespoke client experiences.
About the Role As a CRM & Loyalty Specialist, you will be responsible for driving customer acquisition, engagement, retention, and loyalty initiatives across the company's luxury retail network. You will take ownership of CRM campaigns, customer segmentation, loyalty programs, customer lifecycle journeys, and customer engagement activities while leveraging data insights to create meaningful and personalized client experiences.
Key Responsibilities
- Drive the execution and optimization of the loyalty program to enhance membership growth, engagement, retention, and customer lifetime value (CLV).
- Develop and execute CRM campaigns across customer acquisition, retention, reactivation, and end-to-end customer journey mapping to elevate the overall brand experience.
- Manage customer lifecycle communications across multiple touchpoints, including email, SMS, WhatsApp, direct outreach, and in-store activations.
- Execute VIP engagement programs, loyalty rewards initiatives, customer appreciation activities, and exclusive member experiences.
- Manage and maintain the customer database, ensuring data accuracy, completeness, and segmentation integrity.
- Analyze customer behavior, purchase trends, and campaign performance to generate actionable business insights.
- Develop customer segments and targeted audiences to improve campaign effectiveness and personalization.
- Monitor and report CRM KPIs, including loyalty member acquisition/retention, repeat purchase rate, engagement metrics, campaign conversion rates, customer lifetime value (CLV), and reactivation performance.
- Lead the planning and execution of customer-focused events, giftings, workshops, launches, and loyalty activations across luxury boutiques.
- Collaborate with cross-functional teams, including sales, operations, and external vendors, to ensure a seamless customer experience.
Requirements
- Minimum 3 years of proven experience and solid understanding of CRM strategy and operations.
- Good analytical skills with the ability to translate data into actionable insights.
- Good presentation capabilities along with strong communication and interpersonal skills.
- Customer-oriented mindset with a strong collaborative approach.
- Enthusiastic, highly engaged, detail-focused, and proactive team player.
