CRM Manager - Dubai Office

Overview

1. CRM Strategy & Client Development

• Develop and implement regional CRM strategies aligned with the vision and positioning of AMIRI and ALO.
• Drive client acquisition initiatives with a strong focus on recruiting new and qualified clients across all markets.
• Build retention and clienteling strategies to strengthen loyalty, repeat purchases, and long-term client engagement.
• Develop segmentation strategies for VICs, top spenders, prospects, residents, tourists, and dormant clients.
• Monitor client behavior, purchasing patterns, and engagement trends to identify growth opportunities.
• Allocate clients to existing and new employees.

2. Client Engagement, Activations & Events

• Lead the planning and execution of CRM activations, in-store events, private appointments, gifting initiatives, and community-driven experiences.
• Collaborate with Marketing and Retail teams to create meaningful brand moments that increase traffic, visibility, and customer loyalty.
• Oversee gifting strategies and CRM budgets, ensuring alignment with brand standards and commercial priorities.
• Ensure all client events and activations are executed to the highest standards and aligned with each brand’s identity.

3. Retail CRM Operations & Clienteling

• Work closely with Retail Managers and store teams to improve CRM execution on the shop floor.
• Support stores in improving recruitment, retention, appointment culture, and client follow-up standards.
• Develop and implement CRM guidelines, tools, and best practices for retail teams across the region.
• Ensure client data accuracy and proper usage of CRM systems across all stores and markets.
• Establish KPIs related to CRM performance, client recruitment, retention, conversion, and loyalty.

4. Reporting, Analysis & Performance Monitoring

• Prepare regional CRM reports and dashboards tracking recruitment, retention, client growth, event ROI, and database performance.
• Analyze CRM performance and provide strategic recommendations to leadership teams.
• Monitor the effectiveness of activations, campaigns, and clienteling initiatives through measurable KPIs and ROI analysis.
• Identify opportunities to improve customer engagement and increase client lifetime value.

5. Training & Department Development

• Support the establishment and growth of the CRM function within the organization.
• Conduct CRM and clienteling trainings for retail teams to improve customer engagement standards and CRM usage.
• Partner with HR and Retail leadership to identify training needs and development opportunities.
• Contribute to defining future CRM structures, processes, and operational workflows across the region.

6. Collaboration & Cross-Functional Alignment

• Work closely with the COO, Head of Marketing, Brand Managers, Retail Managers, and VM teams to align CRM initiatives with business objectives.
• Coordinate with Marketing teams on campaigns, launches, events, and customer engagement strategies.
• Liaise with external suppliers, agencies, and event partners when required.

Skills & Qualifications

• Bachelor’s degree in Marketing, Business Administration, CRM, Retail Management, or related field.
• Minimum 5–8 years of experience in CRM, clienteling, customer engagement, or loyalty functions within luxury, fashion, lifestyle, or premium retail.
• Regional or multi-market experience is highly preferred.
• Experience building or developing CRM functions and processes is a strong advantage.