Loyalty Program Manager

3 days ago

Seri Kembangan, Selangor, Malaysia MR DIY International Full time 120,000 - 180,000 per year

At MR DIY, we're more than a global home improvement brand, we're a catalyst for ambitious talent ready to grow beyond borders.

With over 5,000+ stores across 14 countries globally, we offer unmatched international exposure to those looking to build a meaningful, global career. From retail operations and merchandising to strategy, tech, and supply chain. Your work here shapes how millions of customers shop every day.

Job Summary

Internally, the role is called as CRM & Loyalty Manager/Senior Manager. We are recruiting for a proactive and experienced talent to lead the launch and ongoing management of our retail loyalty (membership) program. The ideal candidate will drive member acquisition, engagement, and retention by leveraging customer insights and data-driven marketing strategies.

Key Responsibilities

  • Lead the design and development of a loyalty program from scratch, tailored to our retail business.
  • Define program structure, tiers, rewards, engagement mechanics, and KPIs.
  • Provide commercial insights to ensure the program is profitable and aligns with business objectives.
  • Collaborate with internal teams (Marketing, IT, Operations) and external vendors to develop and launch the loyalty app.
  • Manage end-to-end program rollout, including communication strategy, customer onboarding, and promotional campaigns.
  • Analyze program performance and customer behavior to optimize engagement and maximize ROI.
  • Stay updated on industry trends, competitor programs, and loyalty technologies to ensure our program remains innovative.
  • Develop and manage program budgets, vendor contracts, and timelines.

Requirements

  • Bachelor's degree in Marketing, Business, or related field.
  • Proven experience in designing and launching loyalty programs from scratch, ideally in retail or FMCG.
  • Strong understanding of CRM systems, mobile app integration, and loyalty technology platforms.
  • Ability to provide commercially-driven insights for program structure and rewards.
  • Excellent project management and stakeholder management skills.
  • Analytical and data-driven mindset with experience in monitoring KPIs and program ROI.
  • Creative thinker with a passion for enhancing customer experience and engagement.
  • Experience in app-based loyalty solutions and omnichannel program strategies.
  • Knowledge of gamification, tiered rewards, or personalized offers.

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