Job Description

Role Summary

The position will lead the strategy, development, and execution of Ajmal's customer relationship management ecosystem across all markets, particularly the GCC. This role is responsible for building and optimizing the CRM platform, driving loyalty initiatives, integrating advanced customer technologies, and delivering data-driven personalization that enhances customer lifetime value (CLV) and brand loyalty.

Key Responsibilities

Strategic CRM Leadership

Develop and execute a comprehensive CRM strategy aligned with Ajmal's brand and business objectives across retail, e-commerce, and omnichannel touchpoints. Own the CRM roadmap, ensuring continuous innovation, scalability, and alignment with global best practices. Define customer segmentation, lifecycle frameworks, and retention strategies to maximize acquisition, engagement, and repeat purchase.

CRM Platform Development & Technology Integration

Lead end-to-end design and enhancement of CRM and CDP platforms. Overlook and improve integration of internal and external systems (POS, e-commerce, loyalty engine, marketing automation, analytics tools) to ensure a unified customer view and insights. Collaborate with IT & external technology partners to optimize platform performance and ensure seamless data flow. Oversee automation workflows, personalization engines, and real-time customer triggers.

Loyalty Program Management

Design, refine, and scale Ajmal's loyalty program to drive customer retention and brand affinity. Manage loyalty operations including program structure, reward catalog, tier benefits, offer governance, and performance analytics. Conduct competitive benchmarking to ensure the program remains differentiated and compelling.

Customer Insights & Analytics

Build a robust data-led culture by leveraging advanced analytics to derive actionable insights. Monitor CRM KPIs including CLV, retention rate, engagement, redemption metrics, repeat purchase frequency, and churn. Use insights to optimize campaigns, improve targeting, and enhance customer experiences.

Cross-Functional Collaboration

Work closely with Marketing, Retail, E-commerce, IT, Operations, and Finance teams to deliver consistent customer journeys. Lead and guide CRM & Loyalty teams to ensure effective execution and capability development. Manage relationships with agencies, technology partners, and consultants.

Campaign & Communication Management

Oversee end-to-end CRM communication across email, SMS/WhatsApp, app push, and other digital channels. Drive personalized and automated campaigns based on customer behavior, preferences, and lifecycle triggers. Ensure brand consistency, compliance, and high deliverability across all communications.

Qualifications & Requirements

12-15 years of progressive CRM experience, including mid-leadership roles within retail, beauty, luxury, FMCG, or lifestyle brands. Proven track record of building CRM platforms, integrating customer technologies, and delivering end-to-end CRM transformations. Strong experience in designing and managing loyalty programs at scale. Proficiency in CRM/Marketing Automation tools (e.g., Salesforce, Oracle, Adobe, Braze, Emarsys, etc.). Deep understanding of customer data models, segmentation, analytics, and omnichannel customer journeys. Excellent leadership, project management, and stakeholder engagement skills. Ability to think strategically and execute with a high degree of operational excellence. Strong analytical mindset with comfort in working with data and insights.

Personal Attributes

Customer-centric mindset with passion for personalization and loyalty. Innovative thinker with an ability to introduce new technologies and CRM best practices. Strong communication and presentation skills. Ability to work in a fast-paced, dynamic environment with cultural sensitivity.
Job Type: Full-time