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CRM & Analytics Assistant Manager

Requisition ID:  11369

About your role

Act as an experienced CRM and Loyalty Manager to spearhead our consumer relationship management (CRM)/Lotalty campaigns and conceptualize innovative programs, whether mobile app-based or web-based. This role requires a blend of business acumen, deep consumer insights, and technical expertise to design and deliver seamless, user-friendly programs that enhance customer engagement, retention, and lifetime value. The ideal candidate will excel in cross-functional collaboration, working with external agencies, partner companies, tech vendors, and internal teams such as marketing, sales, and Digital IT to drive data-informed strategies in a dynamic environment

What You'll Do

CRM & Loyalty Strategy

  • Lead development of loyalty programs, including point mechanics, tiering, gamification, and redemption flows.
  • Create annual and quarterly CRM/loyalty plans aligned with retention, engagement, and growth goals.
  • Design and implement customer lifecycle campaigns (welcome, engagement, win‑back, loyalty) to increase penetration and purchase frequency.

Campaign Management

  • Plan, execute, and optimize CRM campaigns across email, SMS, push, and in‑app/web channels.
  • Use behavioral, demographic, and transactional data to segment audiences and deliver personalized experiences.
  • Apply A/B and multivariate testing to improve engagement, conversions, and overall campaign performance.

Data & Analytics

  • Develop Power BI dashboards with Digital IT to visualize CRM and loyalty performance.
  • Establish reporting frameworks to track KPIs such as CLV, churn, redemption, retention, and ROI.
  • Analyze CRM metrics (CTR, CVR, MAU, CLTV, churn) to identify insights and optimization opportunities.

Platform & Tools Management

  • Manage daily operations of CRM and loyalty platforms (Salesforce, Braze, Insider, CDPs, custom apps).
  • Ensure data accuracy and compliance with GDPR, CCPA, and internal governance standards.
  • Collaborate with digital and IT teams to enhance platform capabilities, automate processes, and integrate systems.

Technical & System Integration

  • Define CRM and loyalty mechanics with consideration for business feasibility, consumer value, and technical requirements.
  • Work with Digital IT to implement backend systems, API integrations, and data security processes.

Cross‑Functional Collaboration

  • Partner with marketing, digital, e‑commerce, and product teams to align CRM initiatives with brand and business strategies.
  • Lead cross‑department coordination to ensure consistent communication and customer experience across touchpoints.
  • Provide CRM insights to support strategic decision‑making.
  • Evaluate digital ecosystems to recommend partnerships with e‑wallets, reward aggregators, and digital agencies.

Customer Loyalty & Retention

  • Continuously refine loyalty, rewards, and referral programs to drive repeat purchases and reduce churn.
  • Enhance segmentation and targeting to build stronger retention strategies.
  • Monitor customer satisfaction, feedback, and behavior trends to identify improvements across retention journeys.

What You need to be successful

  • Bachelor’s degree in Marketing, Business, Data Analytics, or related field.
  • 4-7 years in CRM management and loyalty program development, with proven success in conceptualizing and launching app/web-based programs.
  • Experience in eCommerce, retail, or consumer goods sectors is preferred, including hands-on work with CRM platforms and loyalty software (e.g., Loyalty Apps or custom builds)
  • Strong analytical skills with experience using Excel, Google Analytics, or BI tools (e.g., Tableau, Power BI).
  • Familiarity with customer segmentation, automation logic, and CRM KPIs.
  • Excellent communication, organizational, and stakeholder management skills.
  • Strong attention to detail and ability to manage multiple campaigns simultaneously.
  • Good command of English

Our DEI Commitment

At Suntory, we recognize that diverse knowledge, perspectives, and backgrounds contribute to our collective success. We are committed to fostering a diverse, equitable, and inclusive workplace where all individuals can bring their whole selves to work every day, regardless of race, color, religion, gender identity or expression, sexual orientation, age, or any other protected characteristic.

 

Our recruitment and selection processes are designed to highlight what Suntory offers as an employer while allowing candidates to share their unique skills and experiences. We understand that career trajectories vary, and if you believe your experience/background can benefit our team, we encourage you to apply. We endeavor to make our interview process as inclusive as possible and offer reasonable accommodations as needed. Together, we can cultivate a workplace where everyone can thrive and propel our mission of Growing for Good.

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