CRM Manager - Automations Marketing & Performance - UAE

Job Purpose

Strategy and Campaigns

• Develop and execute CRM strategies aligned with Starbucks business plans and customer experience goals.
• Manage CRM automations and promotions as marketing channels supporting brand growth and profitability.
• Own CRM management from strategic concept through technical execution across channels including email and push.
• Map customer journeys and buying cycles and create automated lifecycle campaigns and workflows.
• Lead campaign quality control and performance management.
• Create relevant and personalized customer experiences across the customer journey.
• Monitor CRM KPIs and recommend improvements to content, targeting, delivery, and performance.
• Support Bloomreach as the campaign management tool and customer data platform partner.

Growth and Reporting

• Drive customer acquisition, retention, and lifetime value through CRM.
• Use testing, analysis, and iteration to improve reach, open rate, click-through rate, conversion, average order value, app installs, order frequency, and lifetime value.
• Provide comprehensive reporting across channels, devices, and customer segments.
• Set KPIs and success measures for CRM initiatives and produce tactical analysis when required.
• Communicate insights and actionable outputs and collaborate on reports and dashboards.

People and Expertise

• Work with brand, performance, digital marketing, data, technical, and other Alshaya teams to deliver an omnichannel CRM plan.
• Maintain relationships with external partners and leverage strategic support and knowledge transfer.
• Lead, build, inspire, manage, and develop an effective CRM team.
• Maintain expert knowledge, monitor industry and competitor developments, and identify improvement opportunities.
• Promote customer focus across marketing touchpoints and support the voice of the customer.

Required Experience and Skills

• At least 5 years of eCommerce CRM marketing experience in retention marketing, digital CRM, or loyalty programs.
• Experience with databases of at least 1 million members, leads, or customers.
• At least 3 years managing eCommerce CRM teams with retention budget responsibilities.
• Strong CRM and CDP tool knowledge for segmentation and automation.
• Coding experience with several languages including HTML, CSS, Java, and JavaScript.
• Experience with specialist CRM and CDP platforms such as Exponea.
• Thorough knowledge of data privacy legislation such as DSR and GDPR.
• Expertise with enterprise web analytics and data tools such as Google Analytics, Adjust, Firebase, and Magento.

Preferred Skills

• Relevant degree or professional qualification is preferred.
• Fashion, home furnishing, or beauty experience is preferred.
• MENA market experience is preferred.
• Fluent spoken and written Arabic is preferred.
• Experience with statistical languages, data mining, machine learning, and advanced statistical modeling is preferred.