CRM & Retention Manager

About the role

A sportswear and lifestyle brand with an international customer base is expanding its digital commerce team in Dubai. AW Connect is recruiting on its behalf for a CRM & Retention Manager who will own the customer relationship and retention strategy for the brand's online store, covering France and international markets. The role combines strategic planning with hands-on execution, using Klaviyo to build customer journeys, improve repeat purchase and grow customer lifetime value.

Key responsibilities

• Own the CRM calendar, including newsletters, product launches, seasonal campaigns and sales events.
• Build, launch and optimise Klaviyo flows covering welcome, abandoned cart and browse, post-purchase, win-back and back-in-stock journeys.
• Segment customers by purchase behaviour, recency, frequency, value, category and country.
• Grow and maintain the subscriber database through sign-up forms, pop-ups, consent management and deliverability improvements.
• Develop SMS and other owned communication channels.
• Run A/B tests across subject lines, content, timing and offers.
• Report on CRM revenue contribution, engagement, repeat purchase and customer lifetime value.
• Coordinate campaigns with merchandising, content and paid media teams.
• Use generative AI to support content testing, segmentation and campaign analysis.

Required profile

• At least three years of CRM, email marketing or retention experience within B2C eCommerce.
• Fluent written and spoken French and English.
• Ability to manage a campaign calendar while staying closely involved in execution.
• Advantageous: experience with Shopify and international platforms such as Global-e, fashion, sportswear or lifestyle brands, basic HTML for email templates, and GDPR requirements for email and SMS marketing.

Required skills

• Proven hands-on Klaviyo expertise, including flows, segmentation, templates and reporting.
• Strong analytical skills and the ability to turn campaign results into practical improvements.
• Practical experience using generative AI in day-to-day marketing work.