Job Description

CRM Team Leader - Beauty (Salon & Spa)

Department:

Marketing

Reports to:

Operations Manager / Marketing Manager

Location:

Dubai, UAE

Position Type:

Full-time

Job Purpose:

To lead the CRM team in driving excellent customer engagement, managing client communications, retention strategies, and supporting salon/spa growth by delivering exceptional client service through effective use of CRM tools and personalized communication.

Key Responsibilities:

Customer Retention & Relationship Management

Lead initiatives to retain existing clients through loyalty programs, rebooking strategies, and personalized care. Monitor client satisfaction through feedback, reviews, and surveys. Manage follow-ups on unsatisfied clients and ensure issues are resolved promptly. Build strong relationships with VIP clients and regular guests.

CRM System Oversight

Maintain and update customer database in the CRM software. Ensure data accuracy: contact details, service history, preferences, birthdays, etc. Oversee segmentation of client data for marketing and service targeting.

Marketing & Promotions

Coordinate with the marketing team to run SMS, WhatsApp, and email campaigns (e.g., promotions, discounts, festive greetings). Design and send birthday/anniversary messages, loyalty rewards, and special offers. Analyze campaign performance and suggest improvements.

Reporting & Analysis

Provide regular reports on: Repeat visit rates Lost client recovery Client retention metrics Campaign effectiveness Use data insights to recommend business decisions and service improvements.

Team Management

Supervise CRM Executives or Receptionists handling CRM tasks across branches. Train team members on CRM processes, client communication etiquette, and tools. Conduct regular meetings to align on goals and performance.

Client Communication

Handle escalated client concerns professionally and promptly. Ensure all team members are delivering timely and courteous responses to client inquiries via phone, social media, or messaging apps.

Key Requirements:

Proven experience in a CRM or customer service leadership role, preferably in the beauty or wellness industry. Strong understanding of salon/spa client behaviors and service expectations. Excellent communication and interpersonal skills. Proficiency in CRM tools, WhatsApp Business, SMS marketing, and reporting. Leadership skills to manage a small to medium team. Detail-oriented with good organizational and problem-solving skills.

Preferred Qualifications:

Bachelor's Degree in Business, Marketing, or Hospitality. Experience with systems like Zenoti, Shortcuts, Mindbody, or similar salon/spa software. Fluency in English; knowledge of Arabic or other languages is a plus.
Job Type: Full-time