Omnichannel CRM Lead: Retention, Personalization, Growth

Confidential; Kuwait City; On-site; KWD 9,000 - 13,000; Full time

Job summary

Confidential is seeking an experienced CRM Manager to drive omnichannel customer engagement across online and offline touchpoints. You will own the CRM strategy, lifecycle programs, and data-driven personalization to boost retention and revenue.

The role requires leading cross-functional teams, managing campaigns across multiple channels, and delivering measurable CRM ROI in a dynamic retail environment.

Qualifications

• Minimum 7 years of experience in CRM, lifecycle management, or retention marketing.
• At least 2 years of people management or team leadership experience.
• Omnichannel retail experience, spanning physical and digital operations.
• Strong knowledge of segmentation, loyalty programs, marketing automation, and personalization.
• Professional proficiency in English.

Responsibilities

• Develop and implement an omnichannel CRM strategy aligned with engagement, retention, and revenue objectives.
• Establish customer segmentation models using transactional, behavioral, and engagement data.
• Plan and manage CRM campaigns across email, SMS, push notifications, and other channels.
• Coordinate personalized customer journeys across e-commerce, mobile, and physical stores.
• Support loyalty and customer recognition initiatives and lead CRM team efforts.
• Lead initiatives to improve data quality, segmentation capabilities, and marketing automation workflows.
• Collaborate with Digital Marketing, E-commerce, Retail Operations, Technology, and Customer Experience teams.

Skills

CRM strategy

Customer analytics

Lifecycle management

Marketing automation

Stakeholder management

Team leadership

English proficiency

Education

Bachelor's degree in Marketing, Business Administration, Data Science, or related

Master's degree advantageous

Tools

Salesforce

Microsoft Dynamics

HubSpot

Job description

Confidential is seeking an experienced CRM Manager to drive omnichannel customer engagement across online and offline touchpoints. You will own the CRM strategy, lifecycle programs, and data-driven personalization to boost retention and revenue.

The role requires leading cross-functional teams, managing campaigns across multiple channels, and delivering measurable CRM ROI in a dynamic retail environment.