Senior CRM & Retention Manager

Job Description

For over six decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. The Group, in its endeavor to excel as a hybrid retailer, has reinforced its distribution and marketing services with a portfolio of eight owned brands and over 300 international brands in the luxury, beauty, fashion, and art de vivre categories. More recently, the Group expanded its expertise into new categories of luxury watches, jewelry, and eyewear.

Every step at Chalhoub Group is taken with the customer at heart. Be it constantly reinventing itself or focusing on innovation to provide luxury experiences at over 750+ experiential retail stores, online and through mobile apps, each touch point leads to delighting the customer.

Today, Chalhoub Group stands for 14,000 skilled and talented professionals across seven countries, whose cohesive efforts have resulted in the Group being ranked third in the Middle East and first in Saudi Arabia as a Great Place to Work®.

Overview

As a Senior CRM & Retention Manager , you will be responsible for managing, executing, & optimizing the CRM and Retention strategy across all touchpoints (email, push notifications, sms, whatsapp & others) to drive customer re-engagement and maximize customer lifetime value.

Develop the value of customer portfolio by establishing and maintaining a long and profitable relationship with the omnichannel customers (Retail and Ecommerce) for FACES.

You will be responsible to deploy regional CRM strategy, pilot the CRM activity performances, improve quality of the databases by improving data-capture and data linkage rates. With the help of brand and central CRM teams you will launch CRM campaigns with Marketing Cloud dedicated to retention & engagement.

You will work closely with the local Retail, eCommerce and Marketing teams, Chalhoub Group & Brand Central CRM teams.

What You Will Be Doing

Responsible for strategy and execution of CRM, and loyalty initiatives across all channels for the brand.

– Develop & execute CRM strategy and annual action plans to support business needs with clear goals, measurement and reporting.
– Define cross channel consumer journeys based on segmentations and client behaviors to enhance the relevance of CRM
– Work with the retail & e-com teams to better capture customer data at POS, Websites & Apps
– Shape both online and offline campaigns in line with key markets
– Identify, explore and manage partnerships/opportunities to expand customer database to acquire new high-profile clientele.
– Work with group loyalty team to acquire new prospects who have purchased from group’s other brands
– In charge of project management for CRM systems setup and new loyalty programs setup.
– Personalize key customer journeys to show the most relevant experience to customers based on their intent
– Provide monthly, weekly reporting on key CRM KPI’s
– Work with data & analytics teams to build meaning full and actionable CRM dashboards