Department Manager - CRM

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JOB DESCRIPTION / ROLE

Employment: Full Time

We are Chalhoub Group, a leading family business in the world of beauty, fashion and gifts. We have blended our Middle East expertise and intimate knowledge of luxury to offer service excellence to all our partners and a unique experience to all our customers for over 60 years

As we continue to grow, it’s our vision to become a hybrid retailer, bringing luxury experiences to the fingertips of customers everywhere.

Our passionate teams drive our vision forward, without them, we couldn’t create luxury experiences for our customers. Through opportunities, development and support, we empower each and every employee to achieve their career goals – and beyond. It’s an exciting journey we’re on, and one you could be part of.

We are looking for a strong CRM Manager to take charge of providing customer insights to the marketing strategy of the Brand. You are also responsible for leading the CRM evolution within the Brand for system and tool integration, data integrity, and Business Intelligence activities.

You will help capture and coordinate Brand requirements and project manage them to delivery.

What you’ll do:

Strategic:
• Develop the business plan of the Department in line with the Division strategic objectives
• Formulate and communicate Department performance objectives and continuously monitor progress and alignment towards strategic objectives

Managerial:
• Develop the CRM policies and procedures in order to ensure the fulfilment of organizational requirements
• Oversee the operations of the Department, provide expertise, encourage teamwork and facilitate related professional work processes in order to achieve high performance standards and staff pride in contribution
• Negotiate the yearly budget of the Department and control expenditure to ensure optimal use

Account Management
• Run regular workshops with Brand Management to capture their requirements for CRM and eCRM
• Manage CRM activities to support the Brand’s customer lifecycle management
• Ensure a close working relationship with the Marketing Department Manager

Project Coordination & Execution
• Coordinate with relevant department managers to deliver projects on time and within allocated budget
• Manage the scheduling, testing and deployment of all CRM and eCRM platform updates in coordination with Group IT or external SalesForce suppliers
• Arrange training sessions on CRM platform administration for new in-store teams
• Develop SalesForce user guidelines to serve as a reference for in-store teams and minimize discrepancies

Analytics & Reporting
• Lead data analyses and provide key insights and recommendations for marketing campaigns/initiatives/events
• Lead data analyses and post activity evaluations and reports to deliver customer insights and recommendations of each activation
• Monitor and analyze client feedback
• Audit CRM database and ensure data integrity

People Management:
• Assign individual objectives for employee performance management purposes, manage performance, empower staff, and provide formal and informal feedback in order to support professional development and maximize performance

What you need to succeed in this role:

We see success in the role as having a strong knowledge of the luxury consumer, the competitive landscape of the luxury industry, and an in-depth understanding of the evolving media and digital landscape in order to drive the brand vision regionally and globally, constantly elevating our ability to acquire new customers, retaining existing customers and continuing to drive sales in the luxury/lifestyle category through consumable content.

REQUIREMENTS

More specifically, we would love to hear from you if you can say yes to the below....

• You are a Team Player
• You are an excellent Communicator
• You a have an Analytical mind
• You are very Detail Driven
• You have an unwavering Business Acumen
• You have a University Degree in Marketing or any relevant field
• You have a minimum of 6 years of relevant experience with at least 3 years in a similar role; SalesForce proficiency is a must

Ready to join our exciting transformation to become a hybrid retailer, bringing luxury experiences to the fingertips of our customers everywhere? Now’s your chance. By being part of our journey here at Chalhoub Group, you can make a real impact on customers and some of the finest brands in the world. In return, you’ll have everything you need to innovate your career.

What we can offer you:

• We will help shape your journey with us through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility.
• Our Group offers the opportunity to support careers that may span different teams, different job roles, different categories and even different countries. We offer diverse career paths for those who show drive and passion as well as the desire to learn and grow.

Amazing benefits:

• We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, life insurance, child education contribution & exclusive employee discounts

ABOUT THE COMPANY

The Chalhoub Group is the leading partner for luxury across the Middle East since 1955. As an expert in retail, distribution and marketing services based in Dubai, the group has become a major player in the fashion, beauty and gift sectors regionally.

By blending its Middle East expertise and intimate knowledge of luxury, Chalhoub Group is building brands in the region, by offering service excellence to all its partners and a unique experience to its customers through its passionate teams.

With a growing workforce of more than 9,000 people, implemented in 14 countries, as well as the operating of over 470 retail outlets, the group's success is attributed to its most valued asset of highly skilled and dedicated teams. Professionalism and passion are what fuel the Chalhoub Group's competitive edge in today's market.

By being committed to implementing sustainable practices into their business, the Chalhoub Group has been awarded in 2013 the CSR Label from the Dubai Chamber of Commerce.

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