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Job description / Role
CRM Automations Executive - Digital & Marketing - UAE
The CRM Automations Officer works within and supports the CRM Automations team and all CRM automation activity within the Performance Marketing & Online team to positively impact the H&M business (Omni- Channel) and customer experience
This role:
- Will be dedicated to CRM/Loyalty for HM they will play a crucial role in launching the new Hello Member loyalty program and ensure its success
- Use the H&M Hello member program to increase the Customer Engagement and the CTLV
- Works within the CRM Automations team, reporting to the CRM Automations Manager, inside the CRM team
- Is jointly responsible for the management, development and performance of CRM/Loyalty Automations and Lifecycle Strategy for H&M
- 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 CRM Automations team and CRM Promotions team for the delivery of the overall CRM/Loyalty strategy
- Works seamlessly with the H&M Team, Performance team, Digital Marketing team and other teams to deliver the business plans for H&M
KEY RESPONSIBILITIES
Trading
- Manage CRM automations/loyalty as a marketing channel to support and achieve H&M Business Plan
- Set the CRM automations strategy and work closely with H&M team, Senior Performance Managers, and other Brand stakeholders to align with and deliver the strategy and trading plan for H&M
Campaigning
- Support the CRM automations management process from strategic concept to technical execution on CRM channels including but not limited to push, email, SMS, in-app messaging etc
- Map & own the customer journeys and buying cycles, creating automated lifecycle campaigns and workflows that support them from contact acquisition to retention
Growth
- Drive continuous customer growth for H&M eCommerce using CRM for acquisition, retention, and customer lifetime value
Data & Reporting
- Provide an advanced, comprehensive reporting function across all channels, devices, and customer segments to drive performance improvements within the team and to increase performance transparency outside of the team
People
- Work seamlessly with H&M Team in parallel with the Senior Performance Managers, and with all other members of the eCommerce/retail teams to deliver a single aligned omni channel plan
Expertise
- Maintain an up to date, expert level of knowledge within your field of expertise and across your professional network and remain aware of key industry developments and innovations and their application to H&M / Alshaya
Requirements
- Strong understanding of how to use CRM/Loyalty campaigns, segmentation, and automation to increase customer retention and the CLTV
- Coding knowledge and experience with several languages including HTML, CSS, Java, JavaScript
- At least 2 years in eCommerce CRM marketing, working on retention marketing, digital CRM / loyalty programs, with database sizes of 1M+ members / leads / customer
- Excellent understanding of all digital KPIs controlling performance
- Passion to learn and master new technologies and techniques
- Good commercial acumen and awareness of how to affect profit from any given activity
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.