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Customer Relationship Management & Loyalty Executive

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Flannels

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Location:
Malaysia , Petaling Jaya

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Category:
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Contract Type:
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Salary:

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Job Description:

Sports Direct Malaysia is currently looking for Customer Relationship Management & Loyalty Executive to join our growing team. The role involves managing CRM, loyalty & membership growth, partnerships & external collaboration, member portal & technical management, and data management & reporting.

Job Responsibility:

  • 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)
  • Work 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
  • 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
  • Plan and run member-related community events in collaboration with external parties or brand partners, and coordinate related activations, rewards, and benefits within CRM and loyalty campaigns
  • Work with service providers and developer teams to continuously upgrade and enhance the member portal
  • Identify, escalate, and support the resolution of technical or system-related issues affecting CRM, loyalty operations, or overall member experience
  • 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

Requirements:

  • Bachelor’s degree in business, Marketing, or a related field
  • 2 – 3 years experience in CRM, loyalty programs, or commercial / marketing support, preferably within retail, e-commerce, or omnichannel environments
  • proficiency in CRM platforms (experience with SAP Emarsys is a strong plus)
  • solid understanding of CRM workflows, automation, EDM execution, and campaign setup
  • strong data-driven mindset with good analytical and reporting skills
  • exposure to GA4 or BI tools (e.g. Power BI), as well as experience working with brand partnerships or voucher-based mechanics, is a plus
  • comfortable working with external partners, with strong communication, interpersonal skills, attention to detail, and the ability to manage multiple stakeholders proactively

Nice to have:

  • Exposure to GA4 or BI tools (e.g. Power BI)
  • experience working with brand partnerships or voucher-based mechanics
  • experience with SAP Emarsys

Additional Information:

Job Posted:
March 12, 2026

Employment Type:
Fulltime
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