CRM, Loyalty & Membership Growth
- Manage and optimise Sports Direct & USC membership and loyalty programs across all touchpoints.
- Manage EDMs, customer segmentation, lifecycle and loyalty campaigns, and the day-to-day operations of the membership program, including campaign execution, voucher setup, and member communications.
- Support initiatives to grow the member base, improve retention, and increase customer lifetime value (CLV), working closely with e-commerce, marketing, analytics teams, as well as internal stakeholders and external partners to optimise performance and deliver loyalty activations and promotions.
- Understand brand-specific promotion mechanics and campaign structures (Sports Direct & USC) and ensure accurate implementation across EDMs, member portal, and CRM communications.
Partnerships & External Collaboration
- Manage and work closely with external partners and third-party service providers, acting as the PIC for partnership and member-related initiatives.
- Source and propose new partnership opportunities that add value to the membership program, including planning and running member-related community events in collaboration with external parties or brand partners, and coordinating related activations, rewards, and benefits within CRM and loyalty campaigns.
Member Portal & Technical Management
- Work with service providers and developer teams to continuously upgrade and enhance the member portal, ensuring content, campaigns, and promotions are accurate and up to date.
- Identify, escalate, and support the resolution of technical or system-related issues affecting CRM, loyalty operations, or overall member experience.
Data Management & Reporting
- Take a data-driven approach to CRM and loyalty campaign planning and optimisation, tracking performance across member growth, engagement, retention, and CRM-driven revenue.
- Provide weekly CRM & loyalty performance reports with clear insights to update stakeholders and ensure KPIs are met.
- Manage customer data responsibly and ensure full compliance with PDPA, data governance standards and other corporate governance.