CRM & Loyalty Manager

About The Role

1. Loyalty Program Management

• Manage and enhance the loyalty program, ensuring ongoing success and growth.
• Design personalized journeys, rewards, and retention strategies that keep users engaged and active.
• Monitor points accrual/redemption rates and identify gaps in engagement.
• Launch exclusive perks, product access, and early previews to increase customer retention and satisfaction.

2. Campaign Planning & Execution

• Build and execute CRM and loyalty campaigns aligned with the marketing calendar, product launches, and retail priorities.
• Develop targeting logic for dynamic segments based on shopping behavior and product interaction.
• Run seasonal promotions, reactivation campaigns, and loyalty engagement initiatives.
• A/B test creatives, CTAs, and rewards to determine optimal performance.

3. Platform Management & Automation

• Operate and optimize campaigns within **CRM platforms such as MoEngage, Salesforce Marketing Cloud, Braze, Klaviyo, HubSpot, or Emarsys**.
• Segment audiences using behavioral, transactional, and loyalty data.
• Set up automation flows for onboarding, repurchase nudges, win-back strategies, and milestone achievements.
• Work with tech/data teams to ensure CRM integrations and customer data flows are accurate and scalable.

4. Data & Reporting

• Build dashboards and track key KPIs: repeat rate, engagement metrics, customer lifetime value, redemption activity, and churn trends.
• Analyze campaign results and continuously refine future targeting and messaging.
• Provide monthly reports to leadership with actionable insights and recommendations.

5. Customer-Centric Brand Building

• Develop limited-edition and surprise-and-delight campaigns to reward loyal shoppers.
• Collaborate with merchandising and product teams to offer exclusives, collectibles, or early access drops.
• Support omnichannel initiatives that connect retail, e-commerce, and loyalty experience into a single cohesive journey.

Key Qualifications

• 3–5 years of experience in CRM and loyalty marketing, preferably in retail or consumer digital platforms.
• Hands-on experience with platforms such as MoEngage, Salesforce Marketing Cloud, Braze, Klaviyo, HubSpot, Emarsys, or similar.
• Strong understanding of segmentation, RFM models, campaign management, and automation.
• Familiarity with gaming and pop culture trends, fandom communities, and product cycles is a strong advantage.

Preferred Skills

• Highly analytical with proficiency in Excel, CRM dashboards, and campaign tracking tools.
• Collaborative team player with cross-functional communication skills.
• Strategic mindset with a roll-up-your-sleeves execution style.
• Creative and customer-obsessed approach to problem solving.
• Pay: AED15,000.00 - AED18,000.00 per month

Application Question(S)

• Which CRM and loyalty platforms are you currently using? Name it
• How do you drive revenue growth through CRM and loyalty initiatives across both digital and in-store channels?
• Are you Ok with the salary mentioned in the Job post?

Experience

• CRM & Loyalty: 4 years (Required)
• CDEP: 3 years (Required)