CRM & Loyalty Manager

About the role

The CRM & Loyalty Manager will lead the CRM and loyalty strategy for INDPT’s portfolio of brands across KSA and UAE, driving customer retention, frequency, engagement and lifetime value.

Key responsibilities

• Own the end‑to‑end CRM strategy, develop customer segments and automated journeys across acquisition, activation, retention and re‑activation.
• Manage the loyalty program business strategy, tiers, benefits, earn/burn mechanics and promotional calendar.
• Collaborate with Digital Product, Technology, Data, Operations, Brand and Marketing teams to ensure a seamless, data‑driven customer experience.
• Define and monitor KPIs for CRM performance, loyalty penetration, redemption rates, revenue impact and ROI.
• Build and maintain dashboards, conduct A/B testing, and translate analytics into actionable commercial initiatives.

Required profile

• 6+ years of experience in CRM, loyalty, customer engagement or related fields, with at least 2‑3 years managing programs.
• Strong analytical mindset and proven ability to turn data into commercial actions.
• Experience working with cross‑functional product, technology and operations teams.

Required skills

• Customer segmentation and lifecycle management.
• CRM campaign execution across WhatsApp, Email, Push and SMS channels.
• Loyalty program design, economics and performance measurement.
• Data analysis, A/B testing and KPI reporting.