Senior CRM Manager - Trade

Omni; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A luxury retail leader in Dubai seeks a CRM Manager to drive customer engagement and retention strategies across their retail portfolio. This role involves developing comprehensive CRM strategies, analyzing campaign effectiveness, and ensuring compliance with data privacy regulations. Ideal candidates have a bachelor's degree in marketing and expertise in Salesforce Marketing Cloud. Join a dynamic team focused on enhancing customer experiences and boosting revenue.

Qualifications

• Proven experience in developing CRM strategies for retail.
• Strong analytical skills to assess campaign effectiveness.
• Experience with customer segmentation and data privacy regulations.

Responsibilities

• Develop comprehensive CRM strategies to drive growth.
• Enhance customer engagement and retention across all channels.
• Analyze CRM campaign performance and optimize future initiatives.

Skills

CRM strategy development

Data analysis

Segmentation strategy

Customer engagement

Salesforce Marketing Cloud

Education

Bachelor's degree in marketing or related field

Tools

Salesforce Marketing Cloud

Data analytics tools

Job description

About Us

As a leader in luxury retail in the Middle East, Al Tayer Group's retail division, Al Tayer Insignia, hosts a portfolio of some of the world’s best luxury brands in the fashion, jewellery, home and department store categories. Complementing its position in luxury retail, Al Tayer Insignia has also built new frontiers in lifestyle retail, representing leading brands in the Beauty, Home, Fashion and Hospitality sectors. Our brands include Bloomingdales, Harvey Nichols and Armani to name just a few!

About The Role

Responsible for driving the growth, engagement and revenue across Al Tayer Insignia brands via CRM channels and increase our customer loyalty across the group’s retail portfolio of both offline & online stores within the GCC.

To be the driving force of innovation and operational excellence across the CRM MarTech stack. Responsible for business KPI’s including but not limited to: YoY base growth, customer engagement, segmentation strategy, driving store engagement to increase store footfall, maintaining regional customer PII collection to relevant regulations, CRM channel contribution (orders, revenue, traffic) for online brands and the overall ownership of progressing customers through the RFM.

What You’ll Be Doing

• In partnership with the department head, develop and implement a comprehensive strategy across all CRM channels to deliver both commercial and business objectives for ATI’s Omni brands that caters to both the language and nuances across the GCC customer base.
• A strategy that drives customer engagement, retention, and revenue growth across both online and offline business units.
• Driving customer personalization at scale as part of an overall strategy to increase channel engagement.
• Where applicable, creating strategies specific to product categories and promoting cross sales. These category level strategies should ladder up to the overall business strategy.
• In partnership with the department head, develop and implement a comprehensive segmentation strategy across multiple retail brands, that can be mapped out across an RFM model to set benchmarks to increase CLTV.
• Working alongside departments such as legal & risk, ensure all brands are maintaining regional regulations in the capture and usage of PII data.
• Oversee the improvement of various lifecycle journeys to lower the rate of customers becoming a lapsed or dormant user relative to category purchase cycles. This also includes the reactivation of customers no longer considered active.
• Overhaul of existing brand retention programs to grow repeat frequency and overall CLTV.
• Working in tandem with additional marketing departments, develop an acquisition strategy for a sustained base growth that outpaces churn rate.
• Working with various IT & Data teams, ensure that key business stakeholders have easily accessible and comprehensible data around our customer base.
• Work closely with key stakeholders such as buying, marketing, and merchandising teams to align CRM activities with broader commercial goals.
• Promote the value of CRM across the organization, demonstrating how data-driven insights can enhance customer experiences and drive sales. Provide actionable customer insights to commercial teams, enabling them to make informed decisions.
• Analyze the effectiveness of CRM campaigns through KPIs such as engagement rates, open rates, click‑through rates, conversion rates, and ROI. Use these insights to refine and optimize future campaigns.
• Oversee the day‑to‑day operations within Salesforce Marketing Cloud, ensuring the platform is used to its full potential to deliver targeted and effective campaigns.
• Ensure that customer data within Salesforce Marketing Cloud is accurate, secure, and utilized effectively for segmentation, targeting, and reporting.
• Owns the CRM trade budgets and costs.
• Support the team in creating testing plans with clear business justifications for non‑CRM stakeholders understanding.
• Pro‑actively join projects where CRM can deliver incremental value.
• Articulate consumer segmentation strategy, including definitions and analysis of consumer segment behavior to non‑CRM stakeholders.
• Analyze and interpret results from CRM initiatives to drive continuous improvement of campaigns and segmentation opportunities to inform the CRM roadmap.
• Develop automated weekly, monthly and quarterly reporting on performance and present coherently to various stakeholders what the results mean and what actionable steps are next.