Ecommerce CRM Manager - Chalhoub Group

Ecommerce CRM Manager - Chalhoub Group; Dubai; On-site; AED 240,000 - 420,000; Full time

Job summary

Chalhoub Group in Dubai is seeking an Ecommerce CRM Manager to lead CRM and cloud projects, aligning customer journeys with luxury brand partners. You will manage day-to-day activities, oversee schedules, and ensure high quality standards across programs.

The role requires experience in eCom retail, strong leadership, and the ability to turn data into actionable CRM strategies that delight Middle Eastern luxury customers. Salesforce experience is a plus.

Qualifications

• Experience within eCom retail - preferably in fashion and/or luxury.
• You have experience leading a team.
• You know how to leverage data and use it within your CRM strategies.
• Ability to think outside the box.
• You understand what luxury and Middle Eastern customers respond to.
• Experience with Salesforce is a bonus.

Responsibilities

• Managing the day-to-day activities of CRM and Cloud projects, including overseeing project responsibilities and schedules.
• Monitoring project results for significant deviations. Ensuring adherence to quality standards and processes.
• Evaluating and managing customer requirements to ensure that service expectations are achievable, developed, and met.
• Directing, motivating, and developing project staff. Identifying and addressing the training and development needs of CRM and Cloud managers and teams.
• Managing and developing the training delivery team including instructors and developers; managing any outside contractor services for training and coordinating technology-delivered training.
• Meeting with business managers to identify specific skills required by staff; ensuring appropriate training resources are on hand to develop those skills.
• Developing long-term training strategy including ongoing needs assessment and feedback from quality monitoring processes.
• Managing and coordinating physical and technology-based training facilities.

Skills

Team leadership

Data-driven CRM

E-commerce retail

Salesforce experience

Luxury market understanding

Tools

Salesforce

Job description

Location Dubai

Address Chalhoub Group D3 Office

We are a leading partner for luxury across the Middle East. With more than 600 stores, 300 brands and over 65 years of experience in the region, we have become a major player in the beauty, fashion and gift sectors, by offering service excellence to our partners and delighting all our customers. We are moving fast from a traditional distributor and retailer for luxury in the Middle East, to a hybrid retailer bringing luxury experiences to the fingertips of customers everywhere.

To fuel the next stage of our growth we are looking to build a world class team. From physical retail through to supply chain and customer loyalty, we aim to use technology and data to continuously improve every aspect of our operations. We are looking for top talent to join us on this journey of exploring new horizons together.

What you’ll be doing:

• Managing the day-to-day activities of CRM and Cloud projects, including overseeing project responsibilities and schedules.
• Monitoring project results for significant deviations. Ensuring adherence to quality standards and processes.
• Evaluating and managing customer requirements to ensure that service expectations are achievable, developed, and met.
• Directing, motivating, and developing project staff. Identifying and addressing the training and development needs of CRM and Cloud managers and teams.
• Managing and developing the training delivery team including instructors and developers; managing any outside contractor services for training and coordinating technology-delivered training.
• Meeting with business managers to identify specific skills required by staff; ensuring appropriate training resources are on hand to develop those skills.
• Developing long-term training strategy including ongoing needs assessment and feedback from quality monitoring processes.
• Managing and coordinating physical and technology-based training facilities.

What you’ll need to succeed:

• Experience within eCom retail - preferably in fashion and/or luxury
• You have experience leading a team
• You know how to leverage data and use it within your CRM strategies
• Ability to think outside the box
• You understand what luxury and Middle Eastern customers respond to
• Experience with Salesforce is a bonus

What we can offer you:

With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.

Our Vision
As we continue to grow, it’s our vision to become a hybrid retailer, bringing luxury experiences to the fingertips of customers everywhere.

Our passionate teams drive our vision forward. Through opportunities, development and support, we empower our people to achieve their career goals and beyond.

Diversity
With our people at heart, we believe in building a diverse work environment that nurtures and celebrates people’s differences, offers equal opportunities to all and ensures that our team members have a sense of belonging.

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.