JOB DESCRIPTION / ROLE
Senior Manager, CRM - Digital & Marketing - UAE
This Role:
- Leads the CRM team working within the Performance & Online Marketing team and reporting to the Director of Performance & Online Marketing.
- Is solely responsible and accountable for the management, development and performance of all CRM channels, campaigns, automations, strategy and team within eCommerce.
- Is responsible for the management of marketing budgets (franchise costs) via the use of SMS and other costs to help deliver overall brand and business ROI targets.
- Works seamlessly with the Performance team, Digital Marketing team, other eCommerce teams and all brand teams to deliver the business plans for eCommerce brands.
- Works closely with the central Data team to continuously improve our visibility and use of omni-channel customer data across the business.
- Works closely with the Brand Planning & Strategy team and brand teams to deliver a full-funnel and omni-channel customer experience and grow the Alshaya business.
REQUIREMENTS
Key Skills:
- Deep understanding of how to use CRM campaigns, segmentation and automation to increase customer retention.
- At least 8 years in eCommerce CRM marketing, working on retention marketing, digital CRM / loyalty programs.
- At least 6 years managing eCommerce CRM teams with retention budget responsibilities.
- Experience of using specialist CRM and CDP platforms, tools and software packages eg. Exponea
- Thorough understanding of all data privacy related legislation (e.g. DSR, GDPR etc.)
- Expertise with enterprise web analytical and data tools (e.g. Google Analytics, Adjust, Firebase, Magento etc.)
- Analytical and numbers driven, able to make fact-based recommendations from complex data and turn insight into action.
- Excellent understanding of all digital KPIs controlling performance.
- Strong commercial acumen and awareness of how to affect profit from any given activity.
- Ability to react to change and make smart, fast decisions.
- Ability to build relationships and to influence across teams and career levels.
- Exemplary communication skills, both written and spoken.
- Outstanding presentation skills and the ability to show complex issues in an engaging way.
- Confident self-starter and organised project manager with the ability to prioritize, multi-task and stay calm under pressure.
- Strong, motivational leader and team player.
- Customer first focus
Preferred Skills:
- Relevant degree or professional qualification.
- Fashion, home furnishing and beauty experience.
- Experience of MENA markets
ABOUT THE COMPANY
As a leading international franchise operator, with nearly 90 of the world’s most recognised brands in its portfolio, Alshaya Group brings great shopping, dining, leisure and hospitality experiences to millions of customers across the Middle East & North Africa, Russia, Turkey, Europe and beyond.
Alshaya Group is a dynamic multinational business and family owned enterprise with a consistent record of growth and innovation. For 35 years, Alshaya has been a pioneering force in brand franchising, using its exceptional knowledge and experience to expand at pace.
Our portfolio of well-loved international brands includes Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Chang’s, The Cheesecake Factory, The Body Shop, M.A.C, Victoria’s Secret, Boots, Pottery Barn, KidZania and, coming soon, Hampton by Hilton.
From one retail franchise store opened in Kuwait in 1983, Alshaya Group has consistently grown and diversified and today offers customers an unparalleled choice of brands across multiple sectors; Fashion & Footwear, Health & Beauty, Food, Optics, Pharmacy, Home Furnishings, Leisure & Entertainment, and Hotels. A diverse, skilled team of 53,000 people from 120 nationalities support more than 4,000 stores, cafes, restaurants and leisure destinations, a growing online business and a commitment to delivering great customer experiences.
