JOB DESCRIPTION / ROLE
Overview of the role
The CRM data analyst owns CRM analytics, BI reporting, and automation frameworks that drive data-led decision-making across digital and retail. The role blends analytics and execution—designing customer segments, lifecycle models, and automation journeys while supporting end-to-end CRM campaign operations. You will partner with digital, retail, brand, and tech teams to integrate CRM, marketing automation, and data platforms, ensuring insights translate into scalable, high-performing customer engagement.
This role is highly hands-on, with a strong emphasis on CRM campaign execution, automation logic/scenario building, and analytics-driven reporting.
What you will do
CRM campaign management & automation
Build, manage, and optimize automation journeys (onboarding, re-engagement, retention, cross-sell, win-back).
Execute multi-channel campaigns (email, push, SMS, WhatsApp, in-app).
Define logic, triggers, control groups, and personalization.
Own campaign setup, QA, scheduling, deployment, and documentation.
Translate business requirements into automated CRM journeys.
Customer segmentation & insights
Develop advanced segmentation by behavior, lifecycle, value, and engagement.
Run cohort, funnel, and lifecycle analyses to identify growth opportunities.
Measure incremental impact via A/B testing, holdouts, and uplift analysis.
Deliver insights to continuously refine CRM strategy and automation.
Dashboarding & reporting
Design and maintain Tableau dashboards for CRM, marketing, and business teams.
Report on campaign/journey performance, lifecycle metrics, and brand/channel sales.
Build self-service tools (list extraction, campaign readiness).
Ensure data accuracy, consistency, and scalability.
CRM analytics, integration & data engineering
Integrate CRM and marketing platforms with web, app, and offline data.
Build and maintain ETL pipelines to data warehouses.
Model data for attribution, optimization, and analytics.
Analyze channel mix, frequency, and messaging performance.
Use SQL, BigQuery, Python, and Databricks for advanced analysis and automation.
Collaboration & CRM operations
Partner with tech, data engineering, and product teams.
Support CRM re-platforming and onboarding of new tools.
Establish best practices for CRM operations and analytics.
Propose new dashboards, automation use cases, and cost-efficient solutions.
Continuously upskill in CRM automation, BigQuery, and Tableau.
What you will need
- Fluency in both Mandarin and Cantonese is a must.
- Proven hands-on experience executing CRM campaigns across email, WhatsApp, and push notifications, not just analysis or strategy.
- Strong analytical mindset with the ability to build clear, presentable reports and dashboards for business stakeholders.
- Strong CRM strategy and customer lifecycle management experience.
- Hands-on expertise in SQL/BigQuery; experience with Tableau; Python/Databricks a plus.
- Proven experience building CRM automation journeys and multi-channel campaigns.
- Solid understanding of ETL, data modeling, and campaign analytics.
- Ability to bridge analytics and execution with strong stakeholder collaboration skills.
About Al-Futtaim Retail
Al-Futtaim Retail has established itself as one of the leaders in retail across the Middle East, Africa and Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of the largest global partners of Marks and Spencer’s in both regions with over 75 stores offering both fashion and food options.
Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference.
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.
