CRM Executive, MEC

British American Tobacco; Jeddah; On-site; SAR 80,000 - 120,000; Full time

Job summary

British American Tobacco is seeking a CRM Executive in Jeddah to drive customer relationship management within the Middle East Cluster. The role involves managing the Hubspot CRM system, developing consumer journey strategies, and ensuring impactful customer interactions while collaborating with internal stakeholders. If you are skilled in email campaign management and ready to innovate within a dynamic environment, this is an excellent opportunity to join a leading global company.

Benefits

Global Top Employer

Diversity leader recognized by Financial Times

Seal Award winner for sustainability

Qualifications

• Bachelor’s Degree required.
• Experience with Hubspot and email campaign tools.
• Proven ability to adapt to dynamic environments.

Responsibilities

• Manage Hubspot CRM system and consumer data.
• Develop consumer journey strategies and retention programs.
• Track effectiveness of CRM initiatives.

Skills

Email campaign management

Problem-solving

Effective communication

Interpersonal skills

Teamwork

Agility

Innovation

Collaboration

Education

Bachelor’s Degree

Tools

Hubspot Marketing

Shopify

Job description

BAT is evolving at a pace - truly like no other organisation.

To achieve the ambition we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!

BAT KSA IS LOOKING FOR A CRM EXECUTIVE, MEC

SENIORITY LEVEL : G34

FUNCTION : Marketing

LOCATION : Jeddah, KSA

ROLE POSITIONING AND OBJECTIVES

The role is responsible for driving the Customer Care Relationship Management of new categories to ensure a best-in-class execution of the consumers’ journey, driving smooth consumer experiences, and reporting.

• Manage day-to-day administration of Hubspot CRM system, including consumers’ data entry and hygiene checks. Ensure consumers’ data integrity and availability for CRM plans. Update and append any necessary information to leads and contacts. Build the segmented data conditions on HubSpot, set up workflows and marketing automation.
• Report digital touchpoint results through Hubspot, driving insights and action plans to improve.
• Develop the digital calendar in line with cycle and brand plans. Set up emails, including scheduling, UTMs, creation, QA, and A/B testing. Set up SMSs on Hubspot and other systems. Connect the created touchpoints to Journeys. Brief creative agencies for assets, review, and provide feedback. Ensure content compliance.
• Develop and own consumer journeys. Post-acquisition, develop consumer journey strategies to ensure proper brand integration through call centers, emailers, and SMS. Develop hyper-care content and optimize based on market changes and consumer pain points. Manage and train call center agents.

Reports to : Consumer Experience Manager – MEC

Geographic Scope : Middle East Cluster

WHAT YOU WILL BE ACCOUNTABLE FOR

• Coordinate with agencies daily to ensure content meets brief requirements.
• Collaborate with internal stakeholders to update and showcase cycle plan strategies.
• Drive overall CRM strategy and implementation within MEC.
• Develop and implement customer retention programs to reduce churn.
• Monitor and analyze customer feedback to identify areas for improvement.
• Track and report on the effectiveness of CRM initiatives and campaigns.
• Supervise call center agency to ensure consistent and positive customer interactions across all touchpoints.

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

• Bachelor’s Degree required.
• Knowledge of email campaign management tools, specifically Hubspot Marketing and CMS/backend systems like Shopify.
• Experience with data retrieval and uploading across multiple systems and environments.
• Proven agility and capability to adapt to changing dynamics.
• Strong problem-solving skills. Effective communication, interpersonal, and teamwork skills.
• Innovative, resourceful, and collaborative mindset.
• Ability to work independently and proactively.
• Preferably with agency background.

WE ARE BAT

At BAT, we are committed to creating a better tomorrow. This drives our passion for innovation. Discover what is possible for you at BAT.

• Global Top Employer with 53,000 BAT people across more than 180 markets.
• Brands sold in over 200 markets, produced in 44 factories across 42 countries.
• Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations.
• Diversity leader recognized by the Financial Times and International Women’s Day.
• Seal Award winner – one of the 50 most sustainable companies.

BELONGING, ACHIEVING, TOGETHER

Collaboration, diversity, and teamwork are core to everything we do at BAT. We believe that working with colleagues from diverse backgrounds makes us stronger and better prepared to meet our business goals. Join us and bring your unique difference!