Job Description

Role: Loyalty & CRM Manager

Location:

Dubai, UAE

About the Role:

We are seeking a data-driven and customer-obsessed

Loyalty & CRM Manager

to take full ownership of our loyalty platform and customer segmentation strategies. You will be responsible for creating impactful campaigns that deepen engagement, drive repeat purchases, and maximize customer lifetime value across our retail and eCommerce channels. This role is perfect for someone who understands the behavioral patterns of gamers and collectors, and knows how to create meaningful and exciting brand connections.

Key Responsibilities:

1. Loyalty Program Management

Manage and enhance the loyalty program, ensuring ongoing success and growth. Design personalized journeys, rewards, and retention strategies that keep users engaged and active. Monitor points accrual/redemption rates and identify gaps in engagement. Launch exclusive perks, product access, and early previews to increase customer retention and satisfaction.

2. Campaign Planning & Execution

Build and execute CRM and loyalty campaigns aligned with the marketing calendar, product launches, and retail priorities. Develop targeting logic for dynamic segments based on shopping behavior and product interaction. Run seasonal promotions, reactivation campaigns, and loyalty engagement initiatives. A/B test creatives, CTAs, and rewards to determine optimal performance.

3. Platform Management & Automation

Operate and optimize campaigns within

CRM platforms such as MoEngage, Salesforce Marketing Cloud, Braze, Klaviyo, HubSpot, or Emarsys

. Segment audiences using behavioral, transactional, and loyalty data. Set up automation flows for onboarding, repurchase nudges, win-back strategies, and milestone achievements. Work with tech/data teams to ensure CRM integrations and customer data flows are accurate and scalable.

4. Data & Reporting

Build dashboards and track key KPIs: repeat rate, engagement metrics, customer lifetime value, redemption activity, and churn trends. Analyze campaign results and continuously refine future targeting and messaging. Provide monthly reports to leadership with actionable insights and recommendations.

5. Customer-Centric Brand Building

Develop limited-edition and surprise-and-delight campaigns to reward loyal shoppers. Collaborate with merchandising and product teams to offer exclusives, collectibles, or early access drops. Support omnichannel initiatives that connect retail, e-commerce, and loyalty experience into a single cohesive journey.

Key Qualifications:

3-5 years of experience in CRM and loyalty marketing, preferably in retail or consumer digital platforms. Hands-on experience with platforms such as MoEngage, Salesforce Marketing Cloud, Braze, Klaviyo, HubSpot, Emarsys, or similar. Strong understanding of segmentation, RFM models, campaign management, and automation. Familiarity with gaming and pop culture trends, fandom communities, and product cycles is a strong advantage.

Preferred Skills:

Highly analytical with proficiency in Excel, CRM dashboards, and campaign tracking tools. Collaborative team player with cross-functional communication skills. Strategic mindset with a roll-up-your-sleeves execution style. Creative and customer-obsessed approach to problem solving.

This individual will be the architect of our loyalty journey, building customer obsession at every level and using data to fuel the excitement our brand is known for.

Job Type: Full-time

Pay: AED14,000.00 - AED18,000.00 per month

Experience:

Loyalty Marketing: 4 years (Required) CRM: 4 years (Required) Retail Industry: 4 years (Required) Designing & Managing Loyalty programs: 4 years (Required) Loyalty Platform: 4 years (Required) CRM Tools: 4 years (Required) * Customer Segmentation RFM Models: 3 years (Required)