Online Retention & Loyalty Specialist - Retail Divisional Office

Job description / Role

Online Retention & Loyalty Specialist - Retail Divisional Office - Dubai, U.A.E.

The eCommerce team is entering an exciting period in its development, as it becomes a high profile “virtual business” with its own P&L account. This is a fantastic opportunity for a seasoned and dynamic B2C Retention marketing expert to join Al Futtaim at an exciting time in its ambitious eCommerce rollout plan.

Responsible for implementing a Digital Retention and Email Marketing strategy, CRM and Insights program for the eCommerce Division across all the Al-Futtaim Retail transactional websites in both the GCC and SEA regions. You will assist the Head of Digital Marketing, work closely with the Heads of Online for the various retail brands, Design & Content team within eCommerce and Marketing, Retail Operations, IT and Brand teams within the Al-Futtaim Retail Division.

In this role you will be responsible for:
- Managing the annual online retention and CRM marketing plan ensuring its delivery against KPI targets, on time, on budget and to appropriate standards of quality
- Managing the online retention and CRM marketing strategies with focus on high growth in revenue and ROI in marketing costs
- Managing a retention and CRM online marketing strategy and implementing plans for new market/brand entry and online launches
- Implementing best practice reporting and competitor analysis dashboard to measure digital retention marketing KPI’s for internal stakeholder management
- Preparation and presentation of post campaign analysis as part of BAU business rhythms
- Preparation of retention and CRM marketing and forward planning, as well as customer shopping behavior insights, as part of Weekly, Monthly and QBR (Quarterly Business Review) brand online business meetings
- Research, identify and implement new online retention and CRM opportunities to deliver a world class personalized customer online shopping experience
- Relationship management with Principals (Host Brand) Digital Marketing counter-parts in order to benchmark performance and leverage best practice
- Assisting in the negotiation and RFP process management, where applicable, with 3rd party vendors to provide multi-region / multi-brand Retention and CRM marketing best in class capability with the most favourable commercial terms for Al-Futtaim
- Managing the annual review of all 3rd party supplier terms (e.g. eMail Service Provider) to negotiate cost benefit for Al-Futtaim
- Maintaining up to date consumer, market and competitive insight to precisely target marketing initiatives
- Implement the customer insight and market research strategy (quantitative and qualitative) and plans for each online brand/market
- Preparing key insights, learnings and recommendations as part of the brand/market QBR process
- Reviewing brand and competitor retention digital marketing activity, identify market challenges/opportunities and make recommendations to act
- Assisting the Head of Online Retention and Promotions to provide appropriate insight and performance reporting
- Implementing the briefing process with the Digital Asset Manager for digital assets (including translation/localization where applicable)
- Developing a catalogue of weekly newsletter/email and CRM templates with the Design and Content Specialist
- Implementing new programs and tactical activity outside the annual plan and highlight deviations from agreed plan where relevant
- Management of the quality of online retention marketing materials
- Identifying functional requirements and capabilities of 3rd parties in order to develop a retention marketing roadmap in conjunction with the PMO & UX team
- Assist the Head of Digital Marketing with the annual Online Marketing budget preparation and presentation which takes place in Q4

Requirements

- First and foremost, a great cultural fit with Al-Futtaim
- Be an experienced team leader, capable of leading and motivating teams to achieve both business and personal objective
- Strong analytical and numerical skills – someone who quickly grasps the key drivers of the various retail sectors (e.g. Fast fashion, DIY, Electricals, Furniture, Toys)
- Able to work at pace with an impatience to get things done
- E-tail and retail experience are both important
- Exceptional people and motivational skills
- Resilient and driven, with the desire to succeed
- Passionate about their work with a can-do attitude
- Strong eye for operational excellence and detail
- At least 2 years Retention & CRM Online Marketing experience at a senior role preferably in a multi-channel or pure play retail environment
- Planning, implementing and optimizing Retention and CRM strategies and campaigns
- Managing multiple online retention and CRM campaigns at one time

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.