Customer Relationship Management Manager

Alyasra Foods; Kuwait City; On-site; KWD 12,000 - 18,000; Full time

Job summary

Alyasra Foods is seeking a CRM Manager to lead the CRM function across Makani, Mr. Cleavers, and Restofair. You will drive customer acquisition, retention, engagement and revenue through structured campaigns, order management, and data-driven decision-making.

You will own the CRM department's performance, develop a high-performing team, and provide senior leadership with clear analytics on CRM performance across the supported brands.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Sales, or a related field.
• 5–8 years progressive experience in CRM, sales operations, or customer relationship management, with at least 2–3 years in a leadership role.
• Proven experience managing CRM functions across multiple brands or product lines simultaneously.
• Strong analytical skills with the ability to interpret data, identify trends, and translate insights into actionable plans.

Responsibilities

• Lead CRM strategy across Makani, Mr. Cleavers, and Restofair to drive customer acquisition, retention, and revenue growth.
• Oversee end-to-end CRM order management and ensure timely, accurate processing and resolution of customer inquiries and complaints.
• Monitor CRM performance metrics (retention, acquisition, churn) and report variances with corrective actions.
• Design and implement targeted campaigns based on customer segmentation and purchase history.
• Collaborate with Marketing and Trade Marketing to align customer communications, offers and engagements.
• Develop and coach the CRM team to deliver high-quality customer experiences across brands.

Education

Bachelor’s degree in Business Administration, Marketing, Sales, or a related field

Tools

Microsoft Excel

PowerPoint

BI tools

Job description

JOB PURPOSE:

The CRM Manager is responsible for leading and managing the Customer Relationship Management function across Makani, Mr. Cleavers, and Restofair.

The role is responsible for strengthening customer acquisition, retention, engagement, and revenue generation through effective CRM strategies, structured order management, targeted campaigns, and data-driven decision-making.

The CRM Manager owns the department’s commercial and operational performance, including CRM-generated sales, margin contribution, customer retention, order management, customer satisfaction, and team productivity. The role is also responsible for building and developing a high‑performing CRM team and providing the Regional Customer Relations and Beverages Director with clear analysis and visibility on CRM performance across the supported brands.

Key Responsibilities

Sales Performance & Margin Achievement

• Drive CRM-generated sales revenue against agreed targets across Makani, Mr. Cleavers, and Restofair.
• Monitor monthly and quarterly sales performance against budget, identify variances, and implement corrective actions where required.
• Ensure the CRM team contributes to gross margin objectives by promoting profitable product mixes, increasing average order value, and focusing on high‑value customer segments.
• Collaborate with relevant Sales and Commercial teams to align CRM activities with overall business and brand objectives.
• Review customer purchasing patterns, order values, product mix, and customer profitability to identify opportunities for upselling and cross‑selling.
• Prepare and present CRM sales performance analysis, key variances, and corrective action plans to senior management.

Customer Retention & Acquisition

• Maintain and improve Customer Retention Rate across all supported brands through structured customer engagement and follow‑up activities.
• Design and execute customer retention campaigns, loyalty initiatives, and re‑engagement programs for inactive, lapsed, or at‑risk customers.
• Lead customer acquisition initiatives through targeted outbound campaigns, customer databases, showroom follow‑ups, digital leads, and other relevant CRM channels.
• Monitor lead conversion and campaign effectiveness and continuously improve customer acquisition approaches based on results.
• Develop customer segmentation models to enable targeted communication, personalized offers, and more effective customer engagement.
• Identify changes in customer purchasing behavior and proactively address potential churn risks.
• Monitor customer satisfaction levels and implement corrective actions where service or engagement performance falls below expectations.

Order Management & CRM Operations

• Oversee end‑to‑end CRM order management for Makani, Mr. Cleavers, and Restofair customers.
• Ensure inbound customer orders, enquiries, requests, and complaints are accurately logged, processed, followed up, and resolved within agreed service levels.
• Coordinate closely with Warehouse, Logistics, Sales, and other relevant teams to ensure smooth order fulfilment and timely delivery.
• Monitor order accuracy, fulfilment rates, cancellations, service issues, and delivery performance as key operational CRM indicators.
• Manage escalated customer complaints and ensure appropriate resolution while protecting customer relationships and brand reputation.
• Ensure all customer interactions, orders, complaints, follow‑ups, and outcomes are consistently documented within the CRM system.
• Identify process gaps within CRM operations and recommend improvements to enhance customer experience, efficiency, and service quality.

CRM Strategy, Campaign Management & Customer Engagement

• Develop and implement CRM plans aligned with the commercial priorities of Makani, Mr. Cleavers, and Restofair.
• Plan targeted CRM campaigns based on customer segmentation, purchase history, seasonality, promotions, and business priorities.
• Work with Marketing and Trade Marketing teams to align customer communication, offers, promotions, and engagement activities.
• Support the development of customer journeys across relevant touchpoints to improve engagement and repeat purchasing.
• Evaluate CRM campaign performance based on conversion, revenue contribution, customer engagement, and retention outcomes.
• Use customer feedback and behavioural data to recommend improvements to products, services, promotional activities, and customer experience.

Analytics, Reporting & Department Performance

• Own the CRM department performance dashboard covering sales, retention, customer acquisition, order volumes, campaign performance, customer satisfaction, and team productivity across all supported brands.
• Analyze CRM data to identify trends, risks, opportunities, customer behaviours, and performance gaps across Makani, Mr. Cleavers, and Restofair.
• Prepare monthly management reports covering performance results, key variances, root causes, and recommended actions.
• Track individual and team KPIs and use performance data to support coaching, workload planning, and corrective interventions.
• Monitor CRM funnel performance including customer acquisition, activation, repeat purchase, re‑engagement, and churn.
• Provide management with clear visibility on the effectiveness and commercial contribution of CRM activities.
• Collaborate with IT and CRM platform providers to improve system functionality, reporting accuracy, automation, and data visibility.

Team Leadership & Capability Building

• Lead, coach, and develop the CRM team supporting Makani, Mr. Cleavers, and Restofair.
• Set clear objectives, KPIs, service standards, and performance expectations for all team members.
• Conduct regular one‑on‑one performance discussions and formal annual performance appraisals for direct reports.
• Identify capability gaps and establish Individual Development Plans where required.
• Deliver ongoing coaching through call monitoring, customer interaction reviews, campaign reviews, and performance analysis.
• Ensure team members complete relevant training programs to strengthen CRM, customer service, commercial, product, and communication capabilities.
• Foster a culture of accountability, customer focus, teamwork, and continuous improvement.
• Manage workload allocation, shift coverage, manpower requirements, and resource planning to ensure consistent service delivery across all supported brands.

EDUCATION AND EXPERIENCE:

• Bachelor’s degree in Business Administration, Marketing, Sales, or a related field.
• Minimum of 5-8 years of progressive experience in CRM, sales operations, or customer relationship management, with at least 2-3 years in a leadership role.
• Proven experience managing CRM functions across multiple brands or product lines simultaneously.
• Strong track record of driving customer retention, lead conversion, and CRM-generated revenue growth.
• Hands-on experience with CRM platforms and a solid understanding of CRM system administration and reporting.
• Excellent analytical skills with the ability to interpret data, identify trends, and translate insights into actionable plans.
• Strong leadership, coaching, and performance management capabilities.
• Excellent communication skills in Arabic; English proficiency is required.
• High proficiency in Microsoft Excel and PowerPoint; experience with BI or reporting tools is an advantage.