CRM & Loyalty Program Manager

Job Title: CRM & Loyalty Program Manager

Job Summary

The CRM & Loyalty Program Manager will be responsible for conceptualizing, launching and scaling a global e-commerce loyalty program aimed at driving top-line revenue growth and improving customer retention. The role will lead the end-to-end CRM strategy, including loyalty program design, campaign management, customer lifecycle marketing and performance monitoring. This position will focus on selecting the right CRM and loyalty technology stack, developing data-driven customer engagement initiatives and executing targeted campaigns that increase repeat purchases, enhance customer lifetime value (CLV), and strengthen long-term customer relationships across global markets, ultimately contributing to sustained e-commerce revenue growth.

Key Responsibilities

• Conceptualize and develop a global loyalty program strategy aligned with e-commerce growth
• Design the program structure, including points, tiers, rewards, referrals and member benefits
• Develop e-commerce-first loyalty mechanics optimized for online customer journeys
• Define customer value exchange (earn & burn logic, reward structures, redemption rules)
• Launch and scale loyalty programs across multiple global markets
• Evaluate and implement the right CRM and loyalty technology stack
• Lead integration with e-commerce platforms, marketing automation tools and CDPs
• Ensure systems support: Personalization, Omnichannel engagement, Global scalability, Customer segmentation and automated lifecycle campaigns Work closely with external and internal IT and data teams to implement CRM infrastructure
• Build and manage CRM campaigns across the full customer lifecycle: Acquisition, Welcome journeys, Repeat purchase, Retention and Reactivation Develop automated customer journeys across: Email, SMS, WhatsApp, Push notifications, Loyalty program communication and implement behavioural and transactional segmentation
• Drive customer retention and repeat purchase rate through CRM initiatives
• Develop programs to improve: Customer Lifetime Value (CLV) Average Order Value (AOV) Purchase Frequency Optimize loyalty-driven conversion strategies
• Monitor and evaluate loyalty pricing incentives and reward economics
• Work with internal teams to analyze: Discount effectiveness Promotion ROI Reward redemption impact Use pricing analytics tools and dashboards to monitor performance
• Track key CRM and loyalty metrics such as: Loyalty member growth, Redemption rates Repeat purchase rate, Customer lifetime value, Campaign ROI. Build reporting dashboards for performance monitoring
• Use A/B testing and data insights to optimize campaigns

Experience

6–10 years of experience in CRM, loyalty programs or lifecycle marketing Strong experience in e-commerce customer engagement Proven experience launching loyalty programs from concept to scale Hands-on experience with CRM platforms and marketing automation tools Strong analytical mindset with experience in data-driven marketing Experience with global loyalty programs Knowledge of customer data platforms (CDP) and loyalty program platforms compatible with Shopify Experience managing campaign automation and customer journeys Exposure to AI tools, marketing automation, and advanced data analytics will be an added benefit. Understanding of pricing and promotion analytics Experience working with cross-border e-commerce markets What We Offer A challenging and influential role in a dynamic, fast-paced environment. Opportunities for daily learning and growth alongside a passionate team. A competitive compensation package with comprehensive benefits. Potential for career advancement within Afnan Perfumes, reflecting our commitment to employee development and global presence. Afnan Perfumes is committed to building diverse and inclusive teams and upholding an equal employment workplace that is free from discrimination. We hire stellar individuals regardless of their race, color, ancestry, religion, gender identity, national origin, sexual orientation, age, marital status, medical conditions, disability, or veteran status. Employment Type Full-time

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