CRM and Loyalty Manager

6 months ago

Petaling Jaya, Malaysia Abbott Laboratories Full time

**Job Summary**:
The CRM and Loyalty Manager within ANI is responsible for the strategic planning and implementation of CRM processes and loyalty programs to drive business growth, with a strong focus on improving Customer Lifetime Value (CLTV). This role involves close collaboration with internal teams and external agencies to plan and manage lead generation, loyalty (wolf) program awareness and adoption, social media management, and crisis response.

**Key Roles and Responsibilities**:
**1. CRM and Loyalty Strategy**:

- Develop and implement CRM strategies to enhance customer relationships and drive business growth.
- Focus on improving CLTV through effective implementation of the Wolf loyalty programs and CRM processes.
- Coordinate with internal teams (marketing, trade, Ethical/Medical, regulatory, legal, business excellence) and external agencies to align CRM efforts with business objectives.

**2. Loyalty Program Management**:

- Oversee Abbott’s loyalty programs, including My Abbott Cares and other initiatives.
- Create awareness and engagement for loyalty programs (e.g., Wolf program).
- Manage loyalty points, redemption workflows, catalogues, and processes to achieve new user (NU) and returning user (RU) targets.

**3. Lead Generation**:

- Collaborate with marketing and external agencies to plan and manage lead generation activities.
- Monitor and optimize lead generation campaigns to ensure effectiveness and alignment with CRM strategies.

**4. Social Media Management**:

- Partner with agency (Zanroo) to monitor online discussions, postings, and trends.
- Identify and report on social media trends and advise on potential opportunities, such as engaging with influencers and advocates.

**5. Crisis Management**:

- Develop and implement crisis management plans using the Abbott RACI framework.
- Monitor, track, respond, and react to online crises related to Abbott brands.
- Ensure timely and appropriate responses to mitigate brand impact.

**6. Stakeholder Coordination**:

- Act as a liaison between internal and external stakeholders for CRM and social media purposes.
- Collaborate with key stakeholders to improve customer engagement and lifetime value.

**Skills needed**:

- Strong understanding of CRM and loyalty program principles and best practices.
- Excellent project management and organizational skills.
- Proficient in social media monitoring and management tools.
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Excellent communication and interpersonal skills.
- Ability to work effectively with cross-functional teams and external partners.

**Key Competencies**:

- Strategic Thinking
- Customer Focus
- Results-Driven
- Collaboration
- Adaptability
- Crisis Management

**Qualifications**:
Associates Degree in any discipline

Minimum 6 years relevant experience

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