Retail Store
3 months ago
**JOB TITLE: CRM Manager**
**REPORTS TO**: Store Manager, Dubai
**JOB PURPOSE**:
The CRM Manager plays an instrumental role in developing our client database (from recruitment, through retention and growth) and developing Clienteling in an omni-channel environment across the region. The CRM Manager will lead the brand in its mission of understanding of the ME consumer, drive conversion and loyalty.
**JOB RESPONSIBILITIES**
**Lead on Clienteling and achieve our targets on regional and store level**
- Create and execute a comprehensive CRM strategy, engaging customer across all touchpoints and help store/s achieve their clienteling KPI’s.
- Define the CRM agenda and Clienteling priorities for the region and the stores, to further drive productivity and incremental business growth.
- Build customer journeys per cluster/market and define personalized journeys.
- Grow, analyze and manage the consumer database, monitor data, measure customer satisfaction, retention and revenue growth through initiatives.
- Implementation of Clienteling and Loyalty programs. Ensure each campaign is regulatory compliant with safeguards for consumer data.
- Develop action plan based on business priorities in collaboration with other departments (Merchandising, Retail, Digital) from initial brief with key stakeholders to final delivery and execution.
**Set up CRM excellence in Stores**
- Champion the culture of CRM excellence in stores, driving and monitoring the accurate use of data.
- Manage CRM database by conducting checks to ensure optimal data hygiene. Gather and organize future development needs and proactively communicate across teams.
- Train stores on client data tools and support the team with CRM skills, to ensure we grow Clienteling skills and competences within the organization.
**Develop client insights and provide comprehensive analysis to support activities**
- Build a Clienteling structure (newsletters, weekly KPI, monthly calls) and ensure regular updates across the business.
- Analyze clientele dynamics and identify opportunity for development, in line with key business priorities
- Partner with Merchandising Team to provide stores with target client lists for key launches, events.
- Develop a client centric mindset and strategy with the L&D lead, plan trainings & content.
- Build the culture of collaboration and sharing, partner with all key stakeholders (internal departments, MENA Team) to deliver activations and campaigns, building collective intelligence for the brand.
**PROFILE**
- Previous retail experience and strong track record in CRM management in a premium/luxury retail brand. 5+ years relevant experience.
- Strong analytical skills and comfortable translating analysis into hands on actions in a retail environment.
- Deep knowledge of CRM technologies and best practices.
- Experience with Salesforce, SQL, Adobe, Google Analytics.
- Agile, with a strong sense of ethics and excellence.
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