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CRM & Loyalty App Manager (Retail)
Job Location:
Monthly Salary:
Experience Required:
Posted:
8 September 2026 (6 hours ago)
Posted:
Application Deadline:
6 December 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
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
- Bachelors degree in Marketing Business Communications or related discipline.
- 46 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.
Required Skills:
CRM Strategy & Lifecycle Management Customer Segmentation & Journey Mapping Loyalty Program Design & Optimisation Marketing Automation Platforms (e.g. Salesforce Marketing Cloud Braze CleverTap) Multi-channel Campaign Execution (push SMS email in-app messaging) App Engagement & Retention Analytics UX/UI Feedback & Optimsation E-Commerce/quick-commerce Platform Management Order Fulfilment & SLA tracking Customer Service SOP Development Complaint & Escalation Resolution Data Analysis & Reporting (dashboards KPIs ROI tracking) Vendor & Stakeholder Management Campaign Attribution & Performance Tracking Cross-functional Collaboration Team Leadership & Training Budget Management
