Team Leader, CRM & Campaigns

About the role

This role leads and optimizes customer relationship management (CRM) initiatives and campaign operations. It covers CRM strategy, marketing automation tools, customer engagement campaigns and performance analysis to improve customer retention and lifetime value. The ideal candidate has a data-driven mindset and understands CRM best practices, segmentation, personalization and automation workflows.

Key responsibilities

• Design and run CRM and loyalty campaigns across email, SMS, push notifications, social media and other channels, and prepare the annual CRM calendar
• Implement automation workflows, segmentation strategies and targeted campaigns, and track CRM best practices at the group level
• Lead the systems/platform administrator for the Salesforce CRM Marketing stack and other supporting technology
• Work with creative and content teams, monitor campaign performance and adjust strategies
• Develop campaign business cases, ROI indicators and manage the campaign budget and metrics (open, clicks, conversions, ROI)
• Analyze performance metrics such as open rates, click-through rates, conversion rates and customer lifetime value, and provide regular reports and dashboards
• Refine audience segmentation, leverage data analytics and AI insights, and build hyper-personalized customer journeys
• Mentor the team of CRM specialists and collaborate with sales, customer service, product and technology teams while ensuring data privacy compliance

Required profile

• Bachelor's or Master's degree in Marketing, Science or Business Administration
• 10 years of experience in marketing CRM
• Strong strategic, analytical and problem-solving skills, good communication and commercial acumen
• Loyalty program management experience is an advantage; fluency in English and Arabic is desired

Required skills

• Hands-on experience with Salesforce Marketing Cloud (SFMC) and the full suite of Salesforce marketing CRM products
• Integrated marcomm tech stack and mobile app UI/UX
• CRM segmentation, personalization and automation workflows