Luxury Boutique CRM & Client Experience Lead

Marketing Manager - Chanel Boutique - Mall of the Emirates; Dubai; On-site; AED 360,000 - 480,000; Full time

Job summary

Chanel Boutique at Mall of the Emirates in Dubai seeks a Marketing Manager to lead client marketing, CRM and client experience initiatives. Reporting to the Boutique Manager, you will drive knowledge about clients and enhance the luxury shopping journey.

You will set CRM objectives, analyze client data, coordinate with the CRM & digital team, and oversee events and personalised services to strengthen client loyalty and the boutique’s presence in the Middle East. English required; Arabic a plus.

Qualifications

• Experience in operational marketing, CRM or client experience projects.
• Deep understanding of local luxury fashion market.
• Strong communication skills and attention to detail.
• Analytical mindset and organizational skills.
• English required; Arabic a plus.

Responsibilities

• Set up and monitor client analysis on a regular basis.
• Ensure the quality of the client database (capture, cleansing, extracting data).
• Report results to Boutique Manager on marketing activity and clients; share trends.
• Set yearly CRM objectives with Boutique Manager and coordinate with CRM & digital team.
• Follow individual performance with each Fashion Advisor.
• Share CRM tools with the team and implement guidelines.
• Ensure implementation and compliance with boutique procedures.
• Ensure sales team deploys the House's strategy; support client experience improvements.
• Coordinate client complaints and create action plans to improve service level.
• Organise personalized services and experiences (birthdays, gifts, events, appointments).
• Initiate improvement and launch of in-store services.
• Be main contact of fashion team ME & India for boutique events.
• Follow up on client event feedback.
• Be ambassador of the Boutique to clients at events and with external bodies.

Skills

CRM & client marketing

Operational marketing

Market analysis

English proficiency

Arabic language

Job description

Chanel Boutique at Mall of the Emirates in Dubai seeks a Marketing Manager to lead client marketing, CRM and client experience initiatives. Reporting to the Boutique Manager, you will drive knowledge about clients and enhance the luxury shopping journey.

You will set CRM objectives, analyze client data, coordinate with the CRM & digital team, and oversee events and personalised services to strengthen client loyalty and the boutique’s presence in the Middle East. English required; Arabic a plus.