Job Description

Hey there! We're on the lookout for a passionate Assistant Manager- Loyalty & CRM to join our awesome team. If you love crafting captivating content and engaging with customers, this role is for you! 

You'll be in charge of executing marketing communications across various online channels like email, SMS, and more. Reporting to our Head of Commercial Marketing, you'll help maintain strong customer relationships and drive conversions through creative campaigns. Excited to make a difference? Join us!

A day in the life:

1. Executing Marketing Communications across Multiple Online Channels

• Be part of the brainstorming team to create and launch campaigns with the intent of increasing customer loyalty and retention.
• Manage content and execute marketing campaigns through various communication channels such as email marketing, SMS and push notifications.
• Support the team in driving growth in new customer acquisition and frequency.
• Prepare communication channel reports after a campaign has ended/monthly basis.

2. Nando’s App Content Management:

• Take charge of updating and maintaining the content on our Nando’s app. 
• This includes ensuring that all information, promotions, and rewards pertinent to our customers are accurately reflected within the app interface. Your attention to detail will ensure an optimal user experience and encourage ongoing app usage.

3. CRM & Loyalty

• Supporting the execution of CRM & Loyalty program to drive member acquisition and conversion

4. Customer Care

• Lead the customer experience team to manage customer enquiries and issue resolution through Zendesk, prioritizing customer needs and feedback acknowledgment. 
• Derive insight from customer care reporting to support the company planning and decision or addressing core issues.
• Facilitate smooth escalation and resolution processes is essential, along with embodying brand values to ensure customer satisfaction.

5. General Marketing Support

• Participate & provide support to any ad-hoc or team projects, and on-ground activities as and when required (e.g. brand initiatives, new store opening, on-ground activations).
• Track and process marketing expenses related to online/communication channels.

Job Requirements

Hot skills:

• Diploma or Degree in Marketing, E-commerce, Digital Marketing, Advertising, Business or equivalent.
• Minimum of 4 years of experience in CRM marketing roles, with a strong emphasis on digital marketing.
• Some technical knowledge of the latest digital marketing tools and channels, including email, CRM platforms and mobile app.
• Superior verbal and written communication skills for creating engaging content and accurate customer communication in both English and Malay
• Strong inter-personal skill; work well with people from all levels
• Demonstrates the ability to work independently and accomplish tasks with minimal supervision.
• Attention to detail, commitment to deadlines, and ability to work autonomously.
• Team player with proactive problem-solving skills, curiosity for new ideas, and initiative in a dynamic environment.
• Highly organized with exceptional time management skills.

Skills