Job Description

Job Title Loyalty Manager

Description

Role Profile
Work alongside the Senior CRM Manager and Senior Brands Engagement Manager to plan campaigns.Build, test and learn, measure and optimise brand and programme campaigns to generate revenue and build customer engagementKeep abreast of new technology and innovation in CRM spaceSupport the Loyalty team delivering the launch and roll out business as usual marketing of Alshayas loyalty programmeBuild and leverage the Loyalty programme as one of the leading programmes in the region

Role and Responsibilities
Design and Strategize new campaigns that will support the customer journey from acquisition through to long term retention.Ensure personalisation and dynamic content are used where appropriate to optimise all communication channels.Program and Plan orchestration, Journey builder campaigns - ability to write free marker scripts for the personalization.Use campaign performance across all CRM channels to define contact strategyUnderstand customer segmentation requirements for each stage of the customer journey to support campaign planning.Add insights to reporting to analyse effectiveness of key campaign metrics.Provide customer selection methodology to fulfil campaigns across all channels.Analyse new campaign opportunities for communications that will maximise customer retention and commercial opportunities in those periods.Proactively manage the continual optimisation of open, click-through and unsubscribe rates.Ensure all campaigns are analysed and reports are produced to enable effective future optimisation.Work with Digital team to ensure seamless customer journey from click through to transaction.Conduct AB testing and analysis on all campaign performance, communicate results effectively to the team and draw actionable conclusionsManage the workflow with cross-functional teams including email, retargeted display ads, social, video across omnichannel CRMDefine testing plans to ensure continual improvement of campaign results and relevancy.Monitor ongoing campaign performance, keeping accurate records, identifying variances and provide recommendations for improvement as necessary.Experienced in campaign management of Loyalty programs and good understanding of Loyalty space.Collaborate with campaign vendors for continuous training requirements, outsourcing activities, and upgradation support.Reporting and understanding from the Loyalty Insight and Data Senior Manager the campaign performances across channels and gathering insights to make actionable decisions for the brands.Initiate projects and initiatives such as research, performance analysis, KPI reporting and sales analysis to be coordinated by the Loyalty Insight and Data senior ManagerEnsure reporting provided is timely, accurate and in a suitable format for the relevant stakeholder.Suggests ways to automate the existing processes to reduce delivery time.Identifies gaps in data required to establish better understanding of customer buying profiles.

Qualifications
Degree or relevant marketing qualification.5+ years of experience in managing CRM planning in a Retail or FMCG environment.Proficient in CRM Marketing Automation tools/Data Analytical and reporting tools such as Responsys, Exponea, Adobe, Algonomy or others.Expertise in email development industry best practices and benchmarks.Excellent communication skills with attention to detail attitude and adaptable to cross cultural working environment.Working experience with project management tools like JIRA.Able to think critically with strong problem solving skills.Strong project management and attention to detail - self-sufficient in prioritising, organising workload and planning ahead.Flexible and able to adapt to the changing business environment and demands.Strong interpersonal skills with ability to work within cross-functional teams.Capable of working well in a fast paced retail environment.Good working knowledge o
Skills
CRM, Marketing, Loyalty, Management, Retail

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