JOB DESCRIPTION / ROLE
Company Overview
Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions: automotive, financial services, real estate, retail, and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia, and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.
By upholding our values of respect, excellence, collaboration, and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.
Overview of the Role
The ECRM Executive will play a critical role in driving customer engagement through data-driven campaigns leveraging Email, Push, and WhatsApp channels. With strong analytical skills and a focus on customer lifecycle management, the role involves designing and optimizing omni-channel drip campaigns. Success in this role requires deep insights into customer personalization and the ability to deliver measurable business impact. The executive will work closely with cross-functional teams to align strategies with business goals and maintain CRM platform health.
What You Will Do
- Plan, build, and execute CRM campaigns across Email, Push, WhatsApp, and other relevant channels.
- Manage end-to-end campaign execution including segmentation, targeting, personalization, and testing.
- Conduct pre- and post-campaign analysis to measure performance, derive insights, and optimize future campaigns.
- Design customer lifecycle journeys and set up automated drip campaigns across omni-channel touchpoints.
- Leverage data and analytics to identify opportunities for improving retention, engagement, and revenue.
- Collaborate with cross-functional teams (Brand marketing, Product, and IT) to align CRM strategies with business goals.
- Hands-on experience in HTML, Jinja, or similar scripting for personalised/dynamic template creation.
- Monitor and maintain CRM platform health, ensuring data quality and integration with other systems.
- Stay updated with CRM best practices, tools, and industry trends to continuously enhance customer communication.
Technology and Tools
Hands-on experience with CDP/CRM tools like Braze, Salesforce, Blueshift, Bloomreach, MoEngage.
Required Skills to Be Successful
- Extensive CRM campaign management experience.
- Proficient in email and push notification technologies.
- Strong analytical and reporting skills.
- Proficiency in HTML and scripting languages.
What Qualifies You for the Role
- Minimum 5 years of CRM experience in retail/e-commerce.
- Proven expertise in managing campaigns across Email, Push Notification, and WhatsApp.
- Strong analytical mindset with experience in campaign performance analysis and reporting.
- Solid understanding of customer segmentation, lifecycle marketing, and omni-channel strategies.
- Hands-on experience with marketing automation platforms and CDPs.
- Basic HTML and Jinja (or equivalent scripting) knowledge for campaign customization.
- Excellent problem-solving, communication, and stakeholder management skills.
- Ability to work independently and drive projects end-to-end.
Candidate Experience
We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.
Before you click "apply": Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our values of respect, integrity, collaboration, and excellence.
As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.
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.
