CRM & Loyalty Program Manager

Company

Job Summary

Key Responsibilities

• Conceptualize and develop a global loyalty program strategy aligned with e-commerce growth.
• Design the program structure, including points, tiers, rewards, referrals and member benefits.
• Develop e-commerce-first loyalty mechanics optimized for online customer journeys.
• Define customer value exchange (earn & burn logic, reward structures, redemption rules).
• Launch and scale loyalty programs across multiple global markets.
• Evaluate and implement the right CRM and loyalty technology stack.
• Lead integration with e-commerce platforms, marketing automation tools and CDPs.
• Ensure systems support: Personalization, Omnichannel engagement, Global scalability, Customer segmentation and automated lifecycle campaigns
• Work closely with external and internal IT and data teams to implement CRM infrastructure.
• Build and manage CRM campaigns across the full customer lifecycle: Acquisition, Welcome journeys, Repeat purchase, Retention and Reactivation
• Develop automated customer journeys across: Email, SMS, WhatsApp, Push notifications, Loyalty program communication and implement behavioral and transactional segmentation.
• Drive customer retention and repeat purchase rate through CRM initiatives.
• Develop programs to improve:

• Average Order Value (AOV)

• Purchase Frequency
• Optimize loyalty-driven conversion strategies.
• Monitor and evaluate loyalty pricing incentives and reward economics. Work with internal teams to analyze:
• Discount effectiveness
• Promotion ROI
• Reward redemption impact
• Use pricing analytics tools and dashboards to monitor performance.
• Track key CRM and loyalty metrics such as: Loyalty member growth, Redemption rates
• Repeat purchase rate, Customer lifetime value, Campaign ROI.
• Build reporting dashboards for performance monitoring.
• Use A/B testing and data insights to optimize campaigns.

Required Education And Experience

• 6–10 years of experience in CRM, loyalty programs or lifecycle marketing
• Strong experience in e-commerce customer engagement
• Proven experience launching loyalty programs from concept to scale
• Hands-on experience with CRM platforms and marketing automation tools
• Strong analytical mindset with experience in data-driven marketing
• Experience with global loyalty programs
• Knowledge of customer data platforms (CDP) and loyalty program platforms compatible with Shopify
• Experience managing campaign automation and customer journeys
• Exposure to AI tools, marketing automation, and advanced data analytics will be an added benefit.
• Understanding of pricing and promotion analytics
• Experience working with cross-border e-commerce markets

What We Offer

• A challenging and influential role in a dynamic, fast-paced environment.
• Opportunities for daily learning and growth alongside a passionate team.
• A competitive compensation package with comprehensive benefits.
• Potential for career advancement within Afnan Perfumes, reflecting our commitment to employee development and global presence.
• Afnan Perfumes is committed to building diverse and inclusive teams and upholding an equal employment workplace that is free from discrimination.
• We hire stellar individuals regardless of their race, color, ancestry, religion, gender identity, national origin, sexual orientation, age, marital status, medical conditions, disability, or veteran status.