Manager – CRM

Job Title

About Styli Marketplace

Job Description

Manager-Crm

• to join our Growth team in Dubai.
• In this role, you will own end-to-end CRM strategy — from defining customer cohorts and lifecycle journeys to orchestrating personalised, multi-channel communications that drive engagement, retention, and revenue.
• Using the CRM platform to its full potential to design, execute, and optimise campaigns across email, push notifications, in-app messaging, SMS, and WhatsApp.
• You will also lead and manage the CRM team, setting best practices, building capability, and training team members to leverage the platform's full feature set and analytics.
• Working closely with the Brand, Product, Data, and Tech teams, you will ensure every message we send to our customers feels timely, relevant, and on brand.
• Develop and own Styli's CRM strategy, roadmap, and planning across all lifecycle stages — acquisition, onboarding, engagement, retention, and win-back — translating business objectives into programmes aligned to the commercial calendar, seasonal moments, and key launches.
• Plan and execute personalised, cohort-driven communications across email, push, in-app, SMS, and WhatsApp, with strategies tailored to audience preferences, device behaviour, and regional nuances across GCC and MENA.
• Build and refine customer segmentation frameworks based on purchase history, browsing behaviour, category affinity, loyalty tier, and engagement level — partnering with Data & Analytics to surface insights and inform initiatives.
• Collaborate with Creative and Content teams to produce compelling, on-brand messaging and assets across all channels.
• Own CRM performance metrics, including open rates, CTR, conversion, revenue attribution, churn, and CLV — reporting regularly to senior stakeholders and leading an ongoing A/B testing programme to drive continuous improvement.

Qualification & Experience

• 4–7 years of CRM experience in a B2C environment, ideally within e-commerce & retail.
• Hands-on, expert-level proficiency with Braze — including Canvases, Liquid personalisation, Connected Content, and segmentation.
• Strong understanding of multi-channel CRM execution (email, push, in-app, SMS, WhatsApp).
• Proven experience in customer segmentation, cohort analysis, and lifecycle marketing strategy.
• Analytical mindset with the ability to interpret data and translate it into clear, actionable strategies.
• Highly organised and able to manage multiple campaigns and priorities simultaneously.
• *At Styli, we are committed to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered.
• As an equal opportunity employer, we celebrate the unique backgrounds, perspectives, and talents of our team members.
• We believe that a diverse workforce drives innovation and enhances our ability to serve our customers effectively.
• We do not discriminate on the basis of race, colour, religion, sex, national origin, age, disability, or any other legally protected status.
• We are dedicated to creating an environment where everyone has the opportunity to thrive and succeed.*