CRM Manager
Location: Dubai, UAE
Company: One of the UAE's Fastest-Growing Premium Furniture Brands
Company Overview
Join a dynamic and rapidly expanding leader in the premium furniture industry. We are dedicated to delivering exceptional quality, design, and customer experiences. As we continue our growth trajectory, we are looking for a strategic and data-driven CRM Manager to lead our customer relationship initiatives and foster lasting loyalty.
Position Summary
We are seeking an experienced CRM Manager with 8-12 years of experience to own and elevate our customer relationship management strategy. You will be the champion of the customer lifecycle, responsible for developing and executing programs that drive customer acquisition, retention, loyalty, and lifetime value. The ideal candidate is a blend of a strategic thinker and a hands-on executor, proficient in leveraging data to create personalized customer journeys.
Key Responsibilities
Strategy & Leadership:
- Develop and implement the overall CRM strategy aligned with business goals for growth and customer retention.
- Define the customer segmentation strategy and personalization roadmap.
- Manage the CRM budget, forecasting, and ROI reporting.
- Lead and mentor a team of CRM specialists (if applicable).
Campaign Management & Execution:
- Plan, build, and execute multi-channel CRM campaigns (email, SMS, push notifications, social media) across the customer lifecycle (onboarding, post-purchase, win-back, etc.).
- Create and automate customer journeys to enhance engagement and drive conversions.
- A/B test subject lines, content, creatives, and send times to optimize campaign performance continuously.
- Manage the campaign calendar and ensure timely delivery of all communications.
Data Analysis & Insights:
- Monitor, analyze, and report on key CRM metrics (e.g., CLV, retention rate, churn, engagement rates, conversion rates, ROI).
- Use customer data and insights to identify trends, opportunities, and areas for improvement.
- Work closely with the BI/Data team to ensure data integrity and develop a single customer view.
Loyalty & Retention:
- Manage and evolve the company’s loyalty program to increase member engagement and spend.
- Develop targeted strategies for high-value customer segments (VIPs).
- Create win-back campaigns for at-risk and lapsed customers.
Technology & Tools:
- Serve as the super-user and administrator of the CRM/Marketing Automation platform (e.g., Salesforce Marketing Cloud, HubSpot, Braze, Klaviyo).
- Ensure the CRM system is integrated effectively with other business systems (e.g., e-commerce platform, POS, Data Warehouse).
Requirements & Qualifications
Experience:
- 8-12 years of proven experience in a hands-on CRM Manager role, preferably within the retail, e-commerce, luxury goods, or home furnishings sector.
- Demonstrable experience in developing successful CRM and lifecycle marketing strategies that have driven measurable business results.
- Strong expertise in email marketing, marketing automation, and customer segmentation.
Technical Skills:
- Proficiency with a major CRM or Marketing Automation platform is essential.
- Strong analytical skills with experience using data analytics tools (e.g., Google Analytics, Power BI, Tableau) to derive insights.
- Solid understanding of customer data platforms (CDPs) and database management.
Education:
- Bachelor’s Degree in Marketing, Business, or a related field.
- Any relevant Post-Graduate qualification is a significant advantage.
Personal Attributes:
- Strategic & Analytical: Ability to think big picture while being detail-oriented.
- Customer-Centric: A passion for creating exceptional customer experiences.
- Excellent Communicator: Strong written and verbal communication skills for crafting compelling copy and presenting strategies.
- Results-Driven: Focused on achieving KPIs and demonstrating ROI.
