About the role
Description:
Role Purpose
The Loyalty & Digital Analyst supports the growth and performance of Company loyalty, CRM and App ecosystem by turning data into actionable insights.
The role is responsible for tracking loyalty performance, CRM effectiveness, App engagement, digital voucher performance, campaign results, issue trends and tech delivery progress. The analyst will support the team in identifying growth opportunities, diagnosing operational or technical issues, improving campaign effectiveness and enabling better business decisions for Company App and loyalty roadmap prioritization.
This role works closely with the Loyalty & Digital Manager and Loyalty & Digital Implementer, Loyalty partner, IT, digital product teams, CRM agencies, vendors and internal stakeholders.
Key Accountabilities
1. Performance & Insights
- Monitor and analyze loyalty, CRM and App performance.
- Track key metrics including TAC, acquisition and retention.
- Provide insights and recommendations to drive business growth.
- Build and maintain regular performance dashboards and reports.
2. Campaign & CRM Analytics
- Support customer segmentation and campaign targeting.
- Measure campaign effectiveness and identify optimization opportunities.
- Conduct post-campaign analysis and share key learnings.
- Support test-and-learn initiatives and A/B testing.
3. App & Digital Product Support
- Monitor app adoption, engagement and customer journeys.
- Identify customer pain points and improvement opportunities.
- Provide data and insights to support App roadmap decisions.
- Support business case development for new features and enhancements.
4. Issue Management & Escalation Support
- Assess customer and business impact of issues.
- Support customer operations in escalation and provide updates for stakeholders.
5. Tech Delivery & UAT Support
- Support business requirements, UAT and launch readiness activities.
- Track defects, enhancements and delivery progress.
- Coordinate testing for loyalty, CRM, voucher and app features.
- Monitor performance after launch and highlight issues or opportunities.
Working Hours: 9:00 AM – 6:00 PM, 5 days per week (Monday to Friday)
Hybrid Working Arrangement: (2 days in office, 3 days remote, subject to business requirements)
Start Date: As soon as possible
Compulsory Skills:
CRM, Loyalty, or Digital Marketing experience
- Strong analytical and problem-solving skills
- Advanced Microsoft Excel and PowerPoint skills
- Experience in campaign performance reporting and dashboarding
- Experience working with data and systems
- Stakeholder and vendor management skills
- UAT testing and issue tracking experience
- Ability to analyse and translate data into actionable business insights
Nice-to-Have Skills:
- Loyalty programme experience (e.g. airline, telco, banking, or retail)
- Power BI, other visualisation tools
- Experience supporting technology delivery or Agile projects
- Experience with CRM platforms such as Capillary, Salesforce, Adobe Campaign, or Braze
Pay: Up to RM5,500.00 per month
Ability to commute/relocate:
- Kuala Lumpur: Reliably commute or planning to relocate before starting work (Required)
Education:
- Bachelor's (Required)
Experience:
- related: 3 years (Required)
Work Location: In person
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