Job Description

One of a leading Retail client in Dubai is looking for Loyalty & CRM Manager to join their team.

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.

Location : Dubai

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.
Job Type: Full-time

Pay: AED12,000.00 - AED15,000.00 per month

Application Question(s):

How many years of experience do you have in CRM and loyalty marketing? Do you have experience working in the retail, e-commerce, or consumer digital industry? Do you a strong experience with CRM platforms like MoEngage, Salesforce Marketing, Cloud,Braze,Klaviyo,HubSpot,Emarsys etc? Do you have experience setting up automation workflows (e.g., onboarding, repurchase nudges, win-back campaigns)? Have you built dashboards or campaign reports to track customer metrics like retention, repeat rate, or lifetime value? Are you familiar with fandom, gaming, or pop culture communities? Which KPIs do you typically track in a loyalty or CRM campaign dashboard? Have you ever integrated a CRM platform with other tools or data systems (like ERP, POS, or e-commerce platforms)? Are you familiar with customer data privacy regulations (e.g., GDPR, CAN-SPAM, or local regulations)?
Experience:

in CRM & loyalty marketing: 5 years (Required) retail or consumer digital platforms.: 5 years (Required) MoEngage,,Braze,Klaviyo,HubSpot,Emarsys: 5 years (Required) * gaming &pop culture trends, fandom communities: 4 years (Required)