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.

• 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
• Set up end-to-end business process for new project/initiative including co-created activities with partners
• Uplift customer experience by creating/ improving content, appearance and functionalities of Loyalty program website, mobile application as well as paper application kit
• Develop and Implement CRM activities across different channels to maintain relationship and drive desired customer behavior supporting all business units (fuel, lube, convenient retail and coffee shop)
• Keep track of the Loyalty program spending
• 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
• 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

• Bachelor Degree or higher in Business Administration or related field
• 5 years of experience in Loyalty& CRM (Customer Relationship Management) or Marketing with good understanding of the Retail business
• Possess strategic marketing planning and analytical skills
• Strong project management and business development
• Fluent in English