CRM Manager

2 weeks ago

Dubai, United Arab Emirates Chalhoub Group Full time

**Who we are**

Chalhoub is the leading luxury retailer in the Middle East. With more than 700 stores, 300 brands, and 60 years of experience in the region, we are the premiere destination for luxury goods. To fuel the next stage of the organization's growth, we are looking to develop a world-class digital and e-commerce capability. Building on our strong data foundations, we are looking to create an agile and truly customer-centric organization to deliver significant growth. We are looking for top talent to join us on this journey.

**The Role**

Our CRM Manager is the lead for the overall customer retention and loyalty program for both the online & offline customers with an omnichannel mindset in the GCC. Reporting directly to the Head of Marketing, he/ she will be working in close collaboration with the Retail, E-com, Paid Marketing, and Product Development teams.

**What you'll be doing**
- Formulate strategic campaigns with clear KPI’s, measure the performance, and work on improving and evolving our overall retention strategy for the brand.
- Manage the planning, organization, and implementation of all CRM and loyalty campaigns for the brand.
- Set clear KPI’s and parameters for all activations and track, as well as monitor and optimize results.
- Deep dive into the different data streams to make informed strategic decisions to improve consumer retention and LTV.
- Work in strong collaboration with the group CRM and loyalty team to build a strong monthly plan to optimize retention and drive revenue.
- Prepare monthly reports reflecting on the performance of the key campaigns against our KPI’s, and clearly map out the next steps and learnings for the month ahead.

**What you’ll need to succeed**
- You have a deep understanding of CRM, loyalty, and data.
- You have 5+ years of experience in CRM with a deep focus on retention and lifecycle familiarity.
- You are a proven marketer who understands and has worked in a startup environment.
You have a track record of increasing retention rate and LTV.
- You are highly analytical, a structured thinker who is able to define clear, salient ideas from complex information and very clearly communicate them to a diverse set of stakeholders in a way they will understand.
- You are highly organized, proactive, and results-oriented with an exceptional ability to multitask, who will take initiative and execute.
- Experience with Salesforce Marketing Cloud & Salesforce Commerce Cloud is a big plus.
- Experience within omnichannel, luxury, or multi-brand retailers is a plus.

**What We Offer**

We will help shape your journey with us through enriching experiences, learning and development opportunities, and exposure to different assignments within your role.

Our Group offers the opportunity to support careers that may span different teams, different job roles, categories, and even different countries. We offer diverse career paths for those who show drive and passion as well as the desire to learn and grow.

**Amazing Benefits**

We recognize the value that you bring, and we strive to provide a competitive benefits package which includes health care, life insurance, child education contribution, and exclusive employee discounts.

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