JOB PURPOSE
The Senior Lead – CRM & Clienteling is responsible for driving the execution and continuous optimization of CRM and clienteling strategies across the MENA region. The role focuses on enhancing customer loyalty, retention, and lifetime value through automated customer journeys, personalized CRM campaigns, and clienteling initiatives across all banners.
Qualifications and Education:
• Bachelor's degree in a related field (e.g., business, marketing, fashion) is preferred.
Experience:
• 6-8 years of experience in CRM, Clienteling, Loyalty, Marketing Automation, or Customer Experience.
• Strong background in retail (luxury, fashion, or eyewear preferred)
• Hands-on experience with CRM and marketing automation platforms (Salesforce Marketing Cloud preferred).
• Experience managing customer lifecycle journeys, segmentation, personalization, and CRM analytics.
JOB RESPONSIBILITIES
• Drive the execution and optimization of CRM and clienteling strategy across all banners and markets.
• Own the CRM campaign calendar and execute automated and ad hoc campaigns across Email, SMS, WhatsApp and other channels.
• Design and optimize automated customer lifecycle journeys to improve acquisition, engagement, retention, reactivation and loyalty.
• Develop customer segmentation and personalized communications based on customer behavior and lifecycle stage.
• Partner with Retail teams to strengthen clienteling adoption and personalized one-to-one engagement.
• Analyze CRM performance and recommend improvements to retention, conversion, purchase frequency, ATV and customer lifetime value.
• Lead, manage and develop the CRM and clienteling team, ensuring clear ownership, effective performance management, capability building and achievement of team objectives.
• Ensure customer data quality and collaborate with Technology and Data teams to support CRM capabilities.
• Lead cross-functional collaboration with Retail, Commercial, Creative, Customer Care, Technology and Brand teams.
• Stay updated on CRM and clienteling best practices to continuously improve customer engagement.
