{"id":1241890,"url":"https://alion.io/job/mrdiy-crm-loyalty-manager-senior-manager","title":"CRM & Loyalty Manager / Senior Manager","company":{"id":2794988,"name":"MR D.I.Y.","domain":"mrdiy.com","url":"https://alion.io/company/mrdiy","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"A","score":95,"open_postings":33,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":158,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Marketing","role_family":"Marketing","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Seri Kembangan, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13500,"max_usd":27000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":24},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-18T08:51:09Z","employer_posted_date":"2026-08-18","last_verified_at":"2026-11-02T17:14:31Z","board_verified":true,"closed_at":null,"days_open":76,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":75},"description":"Key Responsibilities:\n1. CRM & Loyalty Strategy\nDevelop and execute the overall CRM and loyalty strategy and roadmap for MR. DIY Club.\n\nManage the end-to-end customer lifecycle from acquisition and activation through engagement, retention, growth and win-back.\n\nIdentify opportunities and develop strategies to improve member activation, second purchase, purchase frequency, active rate, retention and customer value.\n\nContinuously review and enhance the loyalty proposition, member benefits and engagement mechanics based on customer behaviour and business priorities.\n\n2. Customer Insights & Segmentation\nAnalyse customer and transactional data to understand member behaviour, trends, opportunities and areas of improvement.\n\nDevelop customer segmentation and targeting strategies across different customer lifecycle stages.\n\nTranslate customer insights into actionable CRM, marketing and commercial strategies.\n\nIdentify high-potential, active, at-risk and lapsed customer segments and develop appropriate engagement strategies.\n\n3. CRM Marketing & Automation\nPlan, execute and optimise CRM and loyalty marketing campaigns to drive membership sign-up, activation, engagement, repeat purchase and retention.\n\nDevelop automated customer journeys and trigger-based communications across the customer lifecycle.\n\nWork closely with the Marketing team to develop member campaigns, rewards, promotions and engagement initiatives.\n\nContinuously test and optimise campaigns, offers, communication and customer journeys based on performance and customer response.\n\n4. Loyalty Programme Development & Enhancement\nIdentify and prioritise MR. DIY Club enhancements based on customer needs, data insights and business opportunities.\n\nWork closely with Digital Transformation, IT, developers and vendors to translate business requirements into system and programme enhancements.\n\nSupport requirement gathering, testing, implementation and post-launch optimisation of new loyalty features and capabilities.\n\nContinuously improve the overall member experience across app, digital and in-store touchpoints.\n\n5. Performance & Optimisation\nMonitor key CRM and loyalty KPIs including membership growth, activation, active rate, second purchase, purchase frequency, member sales, retention, redemption and campaign ROI.\n\nDevelop regular performance reports, customer insights and recommendations for management.\n\nEvaluate campaign and programme effectiveness and identify opportunities for improvement.\n\nEstablish a Test → Learn → Optimise → Scale approach to continuously improve CRM and customer lifecycle performance.\n\n6. Stakeholder & Programme Management\nCollaborate closely with Marketing, Sales, Store Operations, Digital Transformation, IT, E-Commerce, Finance, Customer Service and external vendors to maximise programme effectiveness and integration.\n\nCoordinate cross-functional loyalty initiatives and ensure alignment between customer strategy, marketing execution, system capabilities and store operations.\n\nWork with technology teams and vendors on system development, enhancements and ongoing optimisation.\n\nSupport loyalty programme governance, data accuracy, customer service processes and fraud prevention.\n\nRequirements:\nManager: Minimum 5 years of relevant experience in CRM, loyalty, customer lifecycle management or data-driven marketing.\n\nSenior Manager: Preferably 7+ years of relevant experience, with demonstrated ownership of CRM or loyalty strategy.\n\nStrong understanding of customer lifecycle management, loyalty, segmentation, retention and marketing automation.\n\nProven ability to develop and execute data-driven CRM and loyalty strategies.\n\nStrong analytical and commercial mindset, with the ability to translate customer data and behaviour into actionable strategies.\n\nExperience in planning and executing CRM campaigns, automated customer journeys and customer engagement programmes.\n\nExperience with CRM, loyalty and/or marketing automation platforms.\n\nExperience working with technology teams and external vendors on system development and enhancements.\n\nStrong project management and cross-functional stakeholder management skills.\n\nStrong written, verbal, presentation and communication skills.\n\nRetail, e-commerce, FMCG or consumer business experience is preferred.\n\nDegree in Marketing, Business, Data Analytics or a related discipline.","description_format":"text","description_chars":4358,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Gift Cards & Loyalty Programs"],"lifecycle":[{"event":"open","at":"2026-09-25T16:55:58Z"}],"visa":[],"liveness":{"score":62,"band":"ok","label":"Likely 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