Job Description

About Us

We are looking for an exceptional CRM Manager who will champion and execute the retail and online brands for Al Tayer Insignia. You will play an integral part in the growth of one of the regions leading luxury and fashion companies, Al Tayer Insignia.

As a leader in luxury retail in the Middle East, Al Tayer Group's retail division, Al Tayer Insignia, hosts a portfolio of some of the world's best luxury brands in the fashion, jewellery, home and department store categories. Complementing its position in luxury retail, Al Tayer Insignia has also built new frontiers in lifestyle retail, representing leading brands in the Beauty, Home, Fashion and Hospitality sectors. Our brands include Bloomingdales, Harvey Nichols and Armani to name just a few!

About The Role

The CRM program manager will be responsible for championing and executing the CRM vision across the Retail Omni and Offline brands & supporting cross functional teams towards building the 1:1 customer communication experience at scale. The CRM program manager will be responsible for managing the CRM deployment team ensuring CRM deployments are executed with the best communication experience resulting in increasing traffic and sales. The CRM program manager will have deep process optimization experience & can jump hands on to execute communications and identifying and building lifecycle triggered communications to increase customer retention rates and loyalty program upsell.

Working alongside various teams within the business, including Digital Trading, Customer Insight, Digital Analytics, Digital Marketing, Digital Product, Amber and the Digital Technology function, this role will be pivotal in driving a customer centric strategy

What you will be doing

Strategic Roles and Responsibilities

• Champion and execute the CRM Program vision and support cross-functional teams towards building the 1:1 customer communication experience at scale.
• Operate and own the CRM process for ad-hoc campaigns and life cycle triggered communications across email, SMS, Push notification and in-app messaging.
• Functional Roles and Responsibilities
• Be the voice of CRM communication and customer loyalty best practices across marketing, trade and content teams.
• Identify and recommend opportunities for A/B testing, segmented hyper-personalized communications with content variations for omni-channel CRM communications in English and Arabic.
• Oversee, optimize, and develop internal processes and tools across the CRM group to improve internal team workflow as well as workflow with other teams.
• Pro-actively facilitate the ongoing production of CRM campaigns, ensuring various teams are providing needed briefs and assets for a 90% on-time deployment of CRM communications.
• Identify and execute customer lifecycle communication opportunities for triggered automated communications deployment
• Integrate CRM program vision key milestones with tech and data upgrades, identifying revenue driving low hanging fruits and customer retention/customer win back initiatives with a view to increase CLTV.
• Direct teams and individuals toward project schedules and identify risks and risk mitigation while ultimately delivering a superior customer communication experience
• Ensure team communications are timely, informative, and accurate in a recommender mindset.
• Able to create and execute bulk and triggered CRM communications tailored for the GCC region.
• Be the reference point for customer communication experience advocacy across the organization

People Management Roles and Responsibilities

• Manage CRM deployment teams works schedules, annual paid holidays ensuring adequate cover especially during high workload times of the year.
• Ensure periodic peer reviews appraisals and personal development plans are initiated and completed as needed.

About You

You will need to have 3 to 5 years' experience in CRM communications with CRM Communications bulk and triggered communications execution and process development experience for SMS, email, Push notifications and in-app messaging.

• Experience with E-commerce CRM is a plus, retail fashion e-commerce experiences a bonus.
• Bachelor's degree in business or related field
• Strong communication skills, high attention to detail and a passion for organization of process and/or CRM communications is a requirement.
• Team player, adept at building relationships across organizations.
• Excellent written and oral communication and interpersonal skills with a diverse employee pool
• Proficiency with MS Office suite and G Suite.
• Knowledge and expertise of Process coordination toolsets like MS Teams, Slack, Clickup, Google form, etc. required.
• Proficiency in CRM solutions such as Exact Target, Salesforce Marketing Cloud or other marketing automation software a strong plus.
• Amp scripting and hyper personalized email communication build experience a bonus.
• Arabic language skills are a plus

Additional Requirements

• Salesforce Marketing Cloud Experience
• CRM Deployment Process Experience
• Customer Communication Experience centricity

Additional Information