CRM & Cvm Manager
3 days ago
Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 40,000 team members in 15 international markets representing over 100 nationalities - all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.
**Role Purpose**:
The CRM & CVM Manager will support our omni-channel demand generation engine and drive performance of 12+ ecommerce websites and apps.
The role will be responsible for lifestyle business unit with a scope of customer data platforms, omni-channel sales, campaign management systems, marketing analytics, testing and learning, 360 customer profile and predictive science.
Supported by a team of CRM & CVM specialists and reporting to the GM Digital Marketing, Growth & Insights, you will collaborate with teams across Lifestyle and MAF Groupwide / Holding team to ensure the business is established as a leader in CRM and CVM (Customer Value Management).
The CRM & CVM Manager will be results-driven, that excels in transformation efforts to deliver a great CX, and personalization at scale.
**Responsibilities will include, but will not be limited to the following**:
**Operations**
**Financial & Standards
**Customer**
- Champion the local implementation of the groupwide CRM & CVM strategy with the IT and Marketing teams.
- Serve as a trusted advisor to the Marketing teams to leverage CRM solutions to reduce friction in business and customer facing processes.
- Serve as MAF Lifestyle liaison to the groupwide CRM & CRM teams, ensuring transparent collaboration and project management with an eye on local implementation.
- Maintain the integrity of our local data pool and associated automations, ensuring integrity and compliance to privacy rules and best practices.
- Employ your working technical knowledge of Braze Customer Engagement Platform to actively drive our CRM performance.
- Use your experience in Content Builder, Journey Builder, and Automation Builder to develop automated solutions to support the business.
- Provide the leadership in shaping department-wide, transformational, customer value strategy, with an emphasis on marketing and sales
- Suggest strategy implementation approaches, create estimates, timeline and cost analyses that will lead to successful implementation and program delivery
- Produce capability roadmaps in support of vision, strategy and use cases.
- Lead research, content creation and development of new experiences or services to expand markets, monetize data and grow company revenue.
- Prepare performance reports with analysis to update management.
- Maintain all department related records, files and database.
- Ensure compliance to group communications policy.
- Deliver and record accountabilities in line with operational audits.
- Monitor and maximize customer lifetime value strategies ensuring maximum profitability.
- Assist in market, segment and customer research and analysis.
- Executing tests, collecting and analyzing data, identifying trends and insights in order to achieve maximum ROI in paid search, apps and affiliate campaigns.
- Contribute and support the business in achieving the Dare Today, Change Tomorrow sustainability strategy.
- Provide exceptional internal customer service, assisting the marketing team on key projects, coordinating where necessary with approved agencies, third parties.
- Maintain professional relationships with external agencies and third-party providers.
- Support all marketing activities, including but not limited to promotions, events and exhibitions where required.
- Stay abreast of online marketing trends and provide recommendations to the Marketing team.
- Support the holding team in group wide initiatives and represent MAF Lifestyle on projects.
**KPIs**
- CRM Revenue Target
- CVM Project Deployment
- Customer Database Target
- CVM Customer Lifetime Value Target
- Website Traffic & Apps Downloads
**Functional / Technical Competencies**
- Solid experience as a MarTech consultant with experience of global multi-market enterprises
- Solid experience in personalization strategy
- Solid experience in implementation of complex processes with CDP’s, Campaign management tools, Digital experience tools, A/B testing and web analytics
- Good knowledge of the wide variety of digital, marketing and sales best practices and their capabilities in creating a good customer experience
- Strong knowledge of business process, data or information management, data flows,
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