• Take ownership of CRM campaign execution across channels, ensuring excellence in delivery, consistency with brand standards, and measurable business impact.
• Drive the end-to-end execution and enhancement of VIP loyalty programs, including gifting initiatives, to strengthen client loyalty and elevate brand affinity.
• Own CRM analytics and insight generation, synthesizing complex customer data into clear, actionable recommendations that influence strategic and operational decisions across HQ and retail teams.
• Act as a key advisor on CRM KPIs, defining success metrics, monitoring performance (e.g., retention, repeat rate, client lifetime value, engagement), and proactively proposing optimization plans to improve store and regional performance.
• Build, enhance, and maintain CRM dashboards and reporting frameworks, ensuring stakeholders have access to timely, accurate, and business-relevant insights.
• Lead CRM-related projects independently, managing timelines, stakeholders, and risks, while ensuring high-quality and timely delivery.
• Act as a bridge between HQ and retail teams, ensuring clear communication, alignment on priorities, and effective execution of CRM initiatives across the network.