Loyalty & CRM Manager

**The Role**:
**What’s the role?**

Ensure Shell Loyalty & CRM (Customer Relationship Management) program is competitive and expanding in membership as well as achieving high level of active participation via creating compelling CVP (Customer Value Proposition) and superior customer experience with Shell. Your core responsibilities include but not limited to:

- Loyalty Marketing and Partnership:_
- Strengthen loyalty program’s CVP and offerings to be the first in-class in the fuel industry Develop and implement marketing campaigns for Loyalty program to continue expanding the membership, active participation as well as incremental sales. This includes creating promotion mechanism, communication material, investment proposal and post-campaign evaluation.
- Work with agencies and marketing team on integrated retail offerings and integrated marketing communication plan. Expand partnership base and manage relationship with existing partners.
- Implement activities to maintain relationship and drive desired customer behavior supporting all business units (fuel, lube, convenience retail and coffee shop).
- Customer Relationship Marketing (CRM):_
- Manage the CRM activities to our contactable customer base to deliver engaging, relevant content and offers via our owned channels.
- Database management enhancing data capture.
- Analyze and deliver CRM reports, mapping out target audience and persona to improve business performance.
- Communicating our value to all parties in delivering overall business targets.
- Delivering highly targeted CRM campaigns to drive value for both customers and the business.
- Define the CRM roadmap, managing and executing key projects from beginning to end.
- Work with different stakeholders, internal and external, to maximize our product offering and improve business performance.
- Oversee targeted retention programs that will increase loyalty and retention.
- Research, analyze and recommend new strategic CRM opportunities.
- Work closely with other teams in understanding the marketing strategies for any cross over campaigns.
- Loyalty Program Operation:_
- Manage a small team and vendors to ensure loyalty program operational excellence and continuous improvement on data capturing, stock management, on-time delivery of loyalty related items, fraud management, correct and timely system set up for new promotion/ partnership implementation, etc.
- Manage Loyalty program call center services to deliver customer promises. Work with IT team on new loyalty & CRM function/ feature development across different IT platforms Develop reports, FAQ, training materials.
- Coordinate and communicate to relevant stakeholders (both internal and external parties) on Loyalty program & CRM activities.
- Data Analytics and Reporting:_
- Analyze customer data and generate customer insights that lead to informed business decision.
- Assist with key presentation development and prepare report materials such as loyalty program performance report, customer behavior analysis and competitors’ activities Ensure Customer’s Data privacy compliance.

**What we need from you**

We are keen to speak to professionals with the following:

- Bachelor’s degree or Master’s degree (preferred), minimum 7 years of relevant work experience.
- Extensive experience required in Marketing, Loyalty and Digital.
- Possess strong skills sets in Loyalty Programs (Membership Growth, Customer Retention), Customer Relationship Management, digital communication, Project Management, high degree of initiative, budgeting and analytical.
- Fluent in both Thai and English communication skills including writing, speaking, and reading.

**Company Description**

Shell’s presence in Thailand dates back to 1892 when the first barge containing Shell kerosene docked in Bangkok. Today, Shell is one of the largest and the longest-established multinational operations in Thailand. The Shell Brand is one of the most esteemed and well respected in the Thai energy sector. Shell played a pioneering role in the advancement of the industry, from the establishment of refineries to a nationwide network of gasoline stations. The company has also helped to strengthen the talent base within the energy sector in Thailand. For more than 120 years of our operations in Thailand, Shell has been growing side by side with the country’s developing economy. We have been committed to developing products of quality and to preserving the environment. Our goal is not only to achieve business success but also to play an active role in helping improve society.

**An innovative place to work**

There’s never been a more exciting time to work at Shell.

Join us and you’ll be adding your talent and imagination to a business with the ambition to shape the future - whether by investing in oil, gas and renewable energy to meet demand, exploring new ways to store energy, or developing technology that helps the world to use energy more efficiently, everyone at Shell do