CRM Manager

About the role

The CRM Manager will lead the development and execution of customer relationship management initiatives across all brands, aiming to boost engagement, retention and lifetime value. Working closely with marketing, retail, analytics and technology teams, the role ensures personalized, data‑driven experiences across email, SMS, WhatsApp, push notifications and in‑store touchpoints.

Key responsibilities

• Design and implement CRM campaigns aligned with business objectives and customer lifecycle stages, covering email, SMS, WhatsApp and push notifications.
• Create and refine customer segments using demographics, behavior, RFM models and buying patterns, targeting dormant, VIP and high‑potential shoppers.
• Plan, schedule and execute end‑to‑end campaigns, optimizing copy, creative and timing for seasonal events such as Ramadan, Black Friday and Dubai Shopping Festival.
• Monitor KPIs (open rate, CTR, conversions, reactivation, retention), analyse results and produce weekly and monthly performance reports.
• Build and improve automated journey flows (welcome, post‑purchase, win‑back, abandoned cart, replenishment) in collaboration with tech teams.
• Identify opportunities to increase repeat purchase rate, average order value and overall customer lifetime value.
• Collaborate with marketing, retail operations, analytics and e‑commerce teams to align offers, messaging and targeting, and support in‑store CRM activations.
• Ensure compliance with data‑privacy regulations and maintain clean, accurate customer databases.

Required profile

• Proven experience in managing CRM strategies and campaigns within a retail environment.
• Strong analytical mindset with ability to interpret performance data and translate insights into actionable recommendations.
• Excellent communication and cross‑functional collaboration skills.

Required skills

• Experience with CRM platforms and email/SMS/WhatsApp marketing tools.
• Knowledge of customer segmentation, RFM analysis and journey automation.
• Familiarity with data‑privacy and do‑not‑disturb regulations.