Customer Relationship Management Manager

The CRM Manager will be responsible for developing, executing, and optimizing customer relationship management initiatives across all brands. This role focuses on improving customer engagement, retention, and lifetime value through targeted communication, segmentation, and data-driven decision-making. The CRM Manager will work closely with marketing, retail, analytics, and tech teams to ensure seamless, personalized customer experiences across channels.

Key Responsibilities

1. CRM Strategy & Execution

• Develop and implement CRM campaigns aligned with business goals and customer lifecycle stages.
• Support brand-specific communication strategies to drive engagement, repeat visits, and retention.
• Ensure consistent messaging across Email, SMS, WhatsApp, push notifications, and in-store CRM touchpoints.

2. Segmentation & Targeting

• Create and refine customer segments based on demographics, behavior, RFM models, and buying patterns.
• Identify dormant, lapsed, VIP, and high-potential customers to drive targeted outreach.
• Work with analytics teams to improve segmentation logic and data quality.

3. Campaign Management

• Plan, create, schedule, and execute end-to-end CRM campaigns (Email, SMS, WhatsApp).
• Optimize copy, creative, and timing to maximize campaign performance.
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  Coordinate with marketing teams on seasonal campaigns (Ramadan, B2S, DSF, Black Friday, etc.).

4. Data & Performance Analysis

• Monitor KPIs such as open rate, CTR, conversions, reactivation, and retention.
• Analyze campaign results and share insights with actionable recommendations.
• Manage CRM dashboards and generate weekly and monthly reports.

5. Customer Journey & Automation

• Build and improve automated journey flows (welcome, post-purchase, win-back, abandoned browse/cart, replenishment).
• Work with tech teams to ensure system accuracy, data flow, and automation logic.

6. Loyalty & Customer Value

• Identify opportunities to increase repeat purchase rate, AOV, and lifetime value.

7. Cross-Functional Collaboration

• Partner closely with marketing, retail operations, analytics, and e-commerce teams to ensure alignment on offers, messaging, and targeting.
• Coordinate with store teams to support CRM activations and customer data capture.

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8. Compliance & Data Hygiene

• Ensure adherence to data privacy regulations and do-not-disturb (DND) rules.
• Maintain clean and accurate customer databases.

Skills & Requirements

• Minimum 3 years of experience in CRM
• Experience with CRM platforms (e.g., Salesforce, Emarsys, Klaviyo, Xeno, or similar)
• Strong analytical skills and ability to interpret customer data
• Excellent written communication skills
• Understanding of customer journeys, segmentation, and personalization
• Experience in retail is a strong advantage
• Detail-oriented, proactive, and comfortable working in a fast-paced environment
• Ability to work cross-functionally and manage multiple campaigns simultaneously