Client Relationship & Loyalty Manager

MADLY is Singapore's leading bespoke jewellery design house, creating one-of-a-kind pieces featuring exceptional coloured gemstones. We combine craftsmanship, creativity and technology to deliver unforgettable client experiences and build lasting relationships with our clients.

We are seeking a Client Relationship & Loyalty Manager who is equally comfortable analysing customer data as they are engaging with clients. This role will be responsible for driving client retention, loyalty, engagement and lifetime value through exceptional relationship management and data-driven decision making.

The Role

As Client Relationship & Loyalty Manager, you will own the day-to-day management and growth of MADLY's client loyalty and engagement programmes. You will use Salesforce CRM to understand client behaviours, identify opportunities, create targeted campaigns, and work closely with our sales and marketing teams to deliver meaningful client experiences.

This role combines relationship management, CRM expertise, data analysis, campaign execution and community building.

Key Responsibilities

Client Relationship Management

• Build and maintain strong relationships with MADLY clients and VIP members.
• Act as a key point of contact for client enquiries, events and engagement initiatives.
• Develop personalised outreach programmes to strengthen client loyalty and retention.
• Support clienteling activities across the sales team.
• Gather client feedback and identify opportunities to enhance the customer experience.

Loyalty Programme Management

• Manage and optimise MADLY's loyalty programme within Salesforce.
• Monitor programme performance, member engagement and redemption activity.
• Develop initiatives to increase membership participation and customer lifetime value.
• Recommend new benefits, rewards and experiences based on client insights and performance data.
• Ensure smooth operational execution of loyalty campaigns and member communications.

CRM & Data Analytics

• Maintain accurate client data and CRM records within Salesforce.
• Analyse customer behaviour, purchase patterns and engagement metrics.
• Build reports and dashboards to track key performance indicators.
• Segment client databases for targeted marketing and relationship-building initiatives.
• Generate actionable insights and recommendations based on data trends.

Campaign & Event Support

• Collaborate with marketing to execute personalised CRM campaigns.
• Support VIP events, launches, client experiences and community initiatives.
• Measure campaign performance and continuously improve results.
• Work closely with sales consultants to identify opportunities for client re-engagement.

Cross-Functional Collaboration

• Work closely with Sales, Marketing and Operations teams.
• Ensure a seamless client experience across all touchpoints.
• Contribute ideas and strategies to improve retention, referrals and repeat purchases.

Requirements

Essential

• 3-7 years experience in CRM, client relationship management, loyalty, customer success or a related field.
• Experience using Salesforce CRM.
• Strong analytical and reporting skills.
• Ability to interpret data and translate insights into actions.
• Excellent interpersonal and communication skills.
• Highly organised with strong attention to detail.
• Confident working independently and as part of a collaborative team.
• Passion for delivering exceptional customer experiences.

Preferred

• Experience managing loyalty or membership programmes.
• Experience in luxury retail, jewellery, hospitality, fashion or premium consumer brands.
• Familiarity with CRM marketing automation and customer segmentation.
• Experience creating reports and dashboards in Salesforce.
• Event management or client engagement experience.

What Success Looks Like

Within the first 12 months, this person will:

• Increase client engagement and loyalty programme participation.
• Improve retention and repeat purchase rates.
• Deliver actionable client insights to the leadership team.
• Enhance the effectiveness of CRM campaigns and personalised outreach.
• Strengthen relationships with MADLY's VIP client community.

Personal Attributes

We're looking for someone who is:

• Naturally warm, personable and relationship-oriented.
• Data-driven and commercially minded.
• Curious and proactive.
• Comfortable working with both numbers and people.
• Positive, energetic and professional.
• Passionate about luxury experiences and exceptional service.