CRM & E-Commerce Officer

Core Role:

Responsible for driving revenue growth, customer retention, and customer lifetime value across delivery platforms, mobile applications, CRM programs, and loyalty initiatives. The role develops and executes sales-driving campaigns, retention programs, and customer engagement activities that increase repeat purchases and strengthen customer relationships.

Duties and Responsibilities:

Delivery & App Revenue Growth 

Drive sales growth across delivery platforms and mobile applications through promotions, campaign execution, channel optimization, and performance monitoring.

CRM & Customer Retention

Develop and execute CRM initiatives that increase repeat purchases, customer engagement, and customer lifetime value.

Loyalty Program Growth & Engagement 

Manage loyalty programs and member engagement initiatives to increase active users, loyalty participation, and retention.

Performance Analytics & Commercial Optimization 

• Monitor channel performance and recommend initiatives that improve sales, retention, and overall customer value.

Delivery & App Revenue Growth

• Manage promotional calendars across delivery platforms and mobile applications.
• Execute sales-driving campaigns, bundles, limited-time offers, and seasonal promotions.
• Monitor channel performance and identify growth opportunities.
• Coordinate with platform partners to maximize visibility and campaign support.
• Recommend initiatives to improve conversion and order frequency.

CRM & Customer Retention

• Develop and execute CRM campaigns across email, SMS, push notifications, and other customer communication channels.
• Implement customer segmentation and lifecycle marketing programs.
• Execute acquisition, retention, reactivation, and win-back campaigns.
• Monitor CRM performance and optimize campaigns based on customer behavior and results.
• Support initiatives that improve customer lifetime value and repeat purchase rates.

Loyalty Program Management

• Manage loyalty program operations and member engagement activities.
• Develop campaigns that increase loyalty membership and active participation.
• Coordinate rewards, redemption programs, and member-exclusive promotions.
• Monitor loyalty performance metrics and recommend program enhancements.
• Support app engagement initiatives that increase customer retention.

Commercial Performance & Channel Optimization

• Track delivery, app, CRM, and loyalty performance metrics.
• Analyze campaign effectiveness and customer behavior trends.
• Prepare regular performance reports and recommendations.
• Identify opportunities to improve sales, retention, and customer engagement.

• Work closely with Marketing, Operations, and Digital teams to execute commercial initiatives.

Qualifications

• Bachelor's Degree in Marketing, Business Management, E-Commerce, Communications, or a related field.
• At least 2-4 years of experience in CRM, e-commerce, digital marketing, loyalty programs, customer engagement, or commercial operations.
• Strong understanding of delivery platforms, mobile app marketing, customer lifecycle management, and loyalty programs.
• Experience with CRM platforms, customer databases, email marketing tools, and analytics platforms is an advantage.
• Strong analytical, reporting, and problem-solving skills.
• Proficient in Microsoft Excel, Google Sheets, and data analysis tools.
• Highly organized, detail-oriented, and results-driven.

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