CRM Team Manager - Dubai Mall

Job Description

Client Strategy & Personalization

• Co-develop and drive an annual Client Engagement Calendar, integrating:
• + Local festive moments (Eid, Ramadan, UAE National Day, Diwali, Christmas)
• + Client life chapters: birthdays, engagements, weddings, births, career milestones
• + Cultural celebrations, global product launches, Tiffany Icons campaigns, and Blue Book High Jewelry events
• Use CRM data and local knowledge to build segmented engagement journeys for VIC, high-potential, retention and reactivation clusters
• Translate strategy into action through bespoke activations, surprise-and-delight touchpoints, and curated gifting programs

Prospecting & Relationship Building

• Partner with the sales team to champion the Prospect Plan, supporting daily outreach and new client recruitment
• Track and support conversion journeys—from first interaction to lasting emotional bond
• Accompany Client Associates to client-hosted events, private appointments, dinners, or business lunches as a trusted relationship builder
• Network actively with concierge teams, hotel partners, corporate clients, and private clubs to elevate brand visibility and generate qualified leads

Clienteling Animation & Team Enablement

• Lead weekly Clienteling Huddles to spark new ideas, review KPIs, celebrate wins, and reinforce standards
• Co-own the One-to-One Development Plan for each Client Associate alongside Team Managers, ensuring strategic client portfolio growth and goal alignment
• Train and mentor the team on advanced CRM usage, local etiquette, and personalized selling techniques
• Partner with the Events and Operations teams to deliver in-store experiences that are unexpected, relevant, and flawlessly executed

Analytics & Strategic Planning

• Extract and interpret client data to identify gaps, trends, and opportunities
• Define KPIs for outreach, reactivation, multi-category development, and sales uplift through clienteling efforts
• Present regular insights and proposals to the Store Director to refine the strategy and secure support for new initiatives

Brand Advocacy & Luxury Etiquette

• Act as a Tiffany Cultural Attaché, enriching our clients’ connection to the Maison through brand storytelling, heritage education, and emotional resonance
• Keep abreast of Dubai’s cultural and social calendar, becoming a trusted advisor on “places to be” and integrating this knowledge into client conversations
• Foster a culture of elegance, kindness, discretion, and excellence across every interaction

Who You Are

• A highly empathetic leader with strong analytical instincts, combining data with intuition to design unforgettable client journeys
• A strategic thinker with proven experience in luxury retail or hospitality, who thrives in high-traffic flagship environments
• Adept at cross-cultural communication, with a refined understanding of GCC, expatriate, and global HNWI profiles
• Fluent in CRM platforms, with an appetite for segmentation, reporting, and predictive personalization
• Naturally collaborative, highly organized, and confident in influencing without authority
• A visible presence on the floor and in-market—where relationships, not roles, make the difference

Why This Role Matters