CRM Executive

Grandiose; Dubai; On-site; AED 100,000 - 167,000; Full time

Job summary

Grandiose is seeking a CRM Executive to join the CRM & Loyalty team. You will plan, execute, optimize and report on CRM campaigns across Email, WhatsApp, SMS, Push, and other channels, focusing on lifecycle marketing and personalization.

The role requires hands‑on experience with CRM platforms and customer data, segmentation strategies, A/B testing, and performance analysis. You will collaborate with Marketing, Creative, E-commerce, Data and Tech teams to drive engagement, retention and

Qualifications

• 2–3 years of experience in CRM, lifecycle marketing, or marketing automation.

Responsibilities

• Manage end-to-end CRM campaigns across channels such as Email, WhatsApp, SMS, Push Notifications and other relevant customer touchpoints.
• Set up audiences, journeys, triggers and scheduling within the CRM platform.
• QA campaigns including audience validation, content checks, links, tracking parameters and personalization.
• Monitor campaign performance and optimize automated journeys and lifecycle programs.
• Coordinate with Marketing, Creative, E-commerce, Commercial, Data and Business teams to ensure alignment across channels.
• Prepare regular campaign performance reports and dashboards covering key CRM KPIs.

Skills

CRM campaign planning

Cross-functional collaboration

Segmentation & personalization

A/B testing

Data analysis

MoEngage

Braze

CleverTap

WebEngage

Excel/Google Sheets

CRM operations

Lifecycle marketing

Tools

MoEngage

Braze

CleverTap

WebEngage

Power BI

Job description

We are looking for a CRM Executive to join the CRM & Loyalty team at Grandiose. The role will be responsible for the day-to-day planning, execution, optimization, and reporting of CRM campaigns across key customer communication channels.

The ideal candidate will be highly hands‑on, data-driven, and comfortable working across CRM platforms, customer data, segmentation, campaign execution, and performance analysis. They should have a strong understanding of customer lifecycle marketing and be able to translate customer insights into targeted, personalized campaigns that drive engagement, retention, and conversion.

Key Responsibilities

1. Campaign Planning & Execution

• Manage the end-to-end execution of day-to-day CRM campaigns across channels such as Email, WhatsApp, SMS, Push Notifications and other relevant customer touchpoints.
• Set up campaigns, audiences, journeys, triggers, scheduling, personalization and campaign configurations within the CRM platform.
• Ensure campaigns are executed accurately and on time, following agreed campaign calendars and briefs.
• Perform campaign QA, including audience validation, content checks, links, tracking parameters, personalization and suppression rules before deployment.
• Monitor campaign performance and troubleshoot execution issues where required.
• Support the development and optimization of automated customer journeys and lifecycle programs.

2. Cross-Functional Campaign Coordination

• Coordinate closely with Marketing, Creative, E-commerce, Commercial, Data and Business teams to plan and execute CRM campaigns.
• Translate business and marketing objectives into relevant CRM campaign requirements.
• Work with the Creative team to ensure campaign assets are aligned with CRM channel specifications and customer segments.
• Manage campaign briefs, timelines, dependencies and approvals to ensure smooth execution.
• Proactively identify opportunities to improve campaign effectiveness and customer engagement.

3. Customer Segmentation & Personalization

• Develop and implement customer segments based on customer behavior, purchase history, engagement, demographics, RFM, lifecycle stage and other relevant attributes.
• Demonstrate a strong understanding of micro-segmentation and identify opportunities to target customers with more relevant and contextual communication.
• Build and execute hyper-personalized campaigns based on customer preferences, behaviors, purchase patterns and engagement.
• Continuously identify opportunities to move from broad-based campaigns to more targeted, customer-centric communication.
• Maintain and optimize audience segments to improve campaign relevance and performance.

4. A/B Testing & Campaign Optimization

• Plan and execute A/B and multivariate tests across CRM campaigns.
• Test variables such as subject lines, offers, creatives, messaging, CTAs, send times, frequency and audience cohorts.
• Analyze test results and translate learnings into actionable campaign improvements.
• Develop a test‑and‑learn approach to continuously improve engagement, conversion and customer retention.

5. Campaign Reporting & Analysis

• Prepare regular campaign performance reports and dashboards covering key CRM KPIs.
• Analyze metrics such as delivery, open/read rates, click-through rates, conversion, revenue, AOV, engagement and ROI.
• Evaluate campaign performance by customer segment, channel, campaign type and lifecycle stage.
• Identify trends, opportunities and areas of improvement from campaign and customer data.
• Present actionable insights and recommendations to improve future campaigns.
• Support post-campaign analysis and contribute to monthly/quarterly CRM performance reviews

6. CRM, Database & CDP Management

• Develop a strong understanding of the customer database and CDP ecosystem, including customer profiles, attributes, events, transactions, behavioral data and consent.
• Work with Data and Technology teams to ensure customer data is accurate, usable and available for CRM activation.
• Understand how customer data flows between different systems and how it is used for segmentation and campaign activation.
• Support data quality checks, audience validation and troubleshooting of customer data or campaign-related issues.
• Identify opportunities to enhance the use of first‑party customer data for personalization and lifecycle marketing

7. CRM Technology & Platform Management

• Demonstrate strong hands‑on knowledge of MoEngage or similar CRM/marketing automation platforms.
• Build and manage campaigns, segments, workflows, journeys, triggers and personalization within the platform.
• Work with CRM/Technology teams on integrations, events, customer attributes and data requirements.
• Stay updated on CRM platform capabilities and identify new features or use cases that can improve campaign performance and automation.

Required Skills & Experience

• 2–3 years of experience in CRM, Customer Lifecycle Marketing, Marketing Automation, Digital Marketing or a similar role.
• Strong hands‑on experience in day-to-day CRM campaign operations and execution.
• Experience working with CRM/Marketing Automation platforms such as MoEngage, Braze, CleverTap, WebEngage or similar.
• Strong understanding of customer segmentation, micro‑segmentation and personalization.
• Practical experience in A/B testing and campaign optimization.
• Strong analytical skills with the ability to interpret campaign and customer data and derive actionable insights.
• Understanding of customer databases, CDPs, customer attributes, events and data structures.
• Good understanding of customer lifecycle marketing, retention and engagement strategies.
• Strong project management and coordination skills.
• Ability to work effectively with cross‑functional teams including Marketing, Creative, Commercial, E-commerce, Data and Technology.
• Strong attention to detail, particularly when managing campaign setup, audiences and QA.
• Proficiency in Excel/Google Sheets and familiarity with reporting and visualization tools such as Power BI is an advantage.

Preferred Qualifications

• Experience in Retail, FMCG, E-commerce, Loyalty or Omnichannel businesses.
• Experience working with high‑volume customer databases.
• Experience managing campaigns across multiple channels including Email, WhatsApp, SMS and Push Notifications.
• Understanding of RFM segmentation, lifecycle segmentation and customer journey orchestration.
• Experience with loyalty programs and customer engagement initiatives is a strong plus.

Key Competencies

• CRM Campaign Management
• Customer Segmentation & Personalization
• Marketing Automation
• Data & Customer Analytics
• A/B Testing & Optimization
• Campaign Reporting
• Cross‑functional Collaboration
• Attention to Detail
• Problem Solving
• Customer-Centric Thinking