CRM Analyst

Robinson & Co (Singapore) Pte Ltd; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading retail firm in Dubai seeks a CRM Data Analyst responsible for CRM analytics and campaign execution. This role requires hands-on experience with automation journeys, multi-channel campaigns, and requires fluency in Mandarin and Cantonese. Ideal candidates will possess strong analytical skills and experience with SQL and BigQuery. Collaborating across teams, you will translate insights into effective customer engagement strategies and optimize campaign performance.

Qualifications

• Fluency in both Mandarin and Cantonese is a MUST.
• Hands-on experience executing CRM campaigns across Email, WhatsApp, and Push Notifications.
• Strong analytical mindset with ability to build clear reports and dashboards.

Responsibilities

• Manage and optimize automation journeys for CRM campaigns.
• Execute multi-channel campaigns including Email and SMS.
• Analyze campaign/journey performance and refine strategy.

Skills

Fluency in Mandarin

Fluency in Cantonese

CRM campaign execution

Analytical mindset

Stakeholder collaboration

Tools

SQL

BigQuery

Tableau

Python

Databricks

Job description

Overview of the Role

The CRM Data Analyst owns CRM analytics, BI reporting, and automation frameworks that drive data-led decision-making across digital and retail. The role blends analytics and execution—designing customer segments, lifecycle models, and automation journeys while supporting end-to-end CRM campaign operations. You will partner with digital, retail, brand, and tech teams to integrate CRM, marketing automation, and data platforms, ensuring insights translate into scalable, high-performing customer engagement.

This role is highly hands-on, with a strong emphasis on CRM campaign execution, automation logic/scenario building, and analytics-driven reporting.

What You Will Do

CRM Campaign Management & Automation

• Build, manage, and optimize automation journeys (onboarding, re-engagement, retention, cross-sell, win-back).
• Execute multi-channel campaigns (Email, Push, SMS, WhatsApp, In-App).
• Define logic, triggers, control groups, and personalization.
• Own campaign setup, QA, scheduling, deployment, and documentation.
• Translate business requirements into automated CRM journeys.
• Develop advanced segmentation by behavior, lifecycle, value, and engagement.
• Run cohort, funnel, and lifecycle analyses to identify growth opportunities.
• Measure incremental impact via A/B testing, holdouts, and uplift analysis.
• Deliver insights to continuously refine CRM strategy and automation.
• Design and maintain Tableau dashboards for CRM, marketing, and business teams.
• Report on campaign/journey performance, lifecycle metrics, and brand/channel sales.
• Build self-service tools (list extraction, campaign readiness).
• Ensure data accuracy, consistency, and scalability.
• Integrate CRM and marketing platforms with web, app, and offline data.
• Build and maintain ETL pipelines to data warehouses.
• Model data for attribution, optimization, and analytics.
• Analyze channel mix, frequency, and messaging performance.
• Use SQL, BigQuery, Python, and Databricks for advanced analysis and automation.

Collaboration & CRM Operations

• Partner with tech, data engineering, and product teams.
• Support CRM re-platforming and onboarding of new tools.
• Establish best practices for CRM operations and analytics.
• Propose new dashboards, automation use cases, and cost-efficient solutions.
• Continuously upskill in CRM automation, BigQuery, and Tableau.

What you will need

• Fluency in both Mandarin and Cantonese is a MUST.
• Proven hands-on experience executing CRM campaigns across Email, WhatsApp, and Push Notifications, not just analysis or strategy.
• Strong analytical mindset with the ability to build clear, presentable reports and dashboards for business stakeholders.
• Strong CRM strategy and customer lifecycle management experience.
• Hands-on expertise in SQL/BigQuery; experience with Tableau; Python/Databricks a plus.
• Proven experience building CRM automation journeys and multi-channel campaigns.
• Solid understanding of ETL, data modeling, and campaign analytics.
• Ability to bridge analytics and execution with strong stakeholder collaboration skills.

About Al-Futtaim Retail

Al-Futtaim Retail has established itself as one of the leaders in Retail across the Middle East, Africa & Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected Brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of the largest Global partners of Marks and Spencer’s in both regions with over 75 stores offering both fashion & food options.

Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference…