Head of Loyalty

A trial-and-error culture, ensuring team members are empowered to innovate and
- Hybrid working 3 days in the office 2 from home
- Drive a high-performance team culture

A Fantastic opportunity for a **Head of loyalty & CRM Manager** has become available with one of the largest automotive companies in Asia. **The Head of loyalty & CRM** is responsible for driving sustainable growth across all retention initiatives. The role will work directly with the Head of Optimisation & Personalisation, Retail team leadership and the sales operations leadership to define the strategy and lead execution of CRM, Loyalty and Automation activities across the business. This role is focused on sustainable and targeted customer growth and complements a growing single view of the customer capability. Success will be achieved through having a clearly defined Loyalty & CRM strategy for the brand, aligned with its CVP and target customers, and executing the strategy to agreed performance and analytics measures. The role requires working closely with executive management, digital leaders, and broader teams to ensure the benefits and strategy are clearly communicated and realised.

**What we can offer you**

Enable upskilling and growth of marketing coordinators through:

- Technology training and industry trend education
- A trial-and-error culture, ensuring team members are empowered to innovate and improve
- Drive a high-performance team culture
- Hybrid working 3 days in the office 2 from home

**Key Responsibility Areas (KRA)**

Collaborate with key stakeholders to define and prioritise the CRM platform initiatives, objectives, outcomes, key success metrics and business requirements for both Napa and Repco

Engage with Sales operations team to identify opportunities to enhance CRM Platform adoption and integration within the wider Martech solutions

Collaborate with key stakeholders to define and drive the implementation and ongoing improvement of the group's Retail Loyalty Program and Trade retention initiatives

Drive Customer Base growth by leveraging loyalty proposition, ensuring we evolve promotional offering to include bonus and accelerated point offers.

Engage with business system team to identify opportunities to enhance customer experience by leveraging seamless data transition and providing a true OMNI-Channel experience for customers

Remain up to date with industry trends and proactively share insights and growth opportunities within the Martech space and seamless data integration

**CRM Roadmap**

In collaboration with the CRM Business Lead;
Collaborate with the Sales Team & CRM Tech-lead to implement and prioritise initiatives, objectives, outcomes, key success metrics and business requirements for the new CRM, sugar.

Drive CRM product roadmap ensuring the below 3 categories are fulfilled.
- Leveraging Scale - Improve efficiency by providing easier access to reporting, targeted campaign lists and automated workflows and business processes
- Improve Useability - Improve UI intuitiveness ensuring business users can seamlessly access all the relevant data and customer information
- Defect Management - Ensure all systems bugs and defects are addressed in a timely manner and prioritised based on user impact and data integrity.

Identify key opportunities for improvement leading to greater operational efficiencies through the development of technical and/or process related enhancements to the inter departmental process, including but not limited to, Pricing, warranty, and Equipment requests.

Facilitate sales performance metrics to provide insights into the effectiveness of the CRM platform to senior management.
- Drive discussions relating to exclusive member offer and ongoing customer experience improvements

**Technical Skillset**
- Expertise in points Engine administrative techniques
- Experience in creating and modifying reports
- Expertise in Excel especially relating to data manipulation and lookup
- Experience in Creating and modifying churn reports
- Experience in Administrating CRM platforms
- Experience in delivering UI Enhancements relating to CRM platforms & Loyalty programs

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