CRM Manager - Tryano and Saks

Job description / Role

Who we are

We are a leading partner for luxury across the Middle East. With more than 600 stores, 300 brands and over 65 years of experience in the region, we have become a major player in the beauty, fashion and gift sectors, by offering service excellence to our partners and delighting all our customers. We are moving fast from a traditional distributor and retailer for luxury in the Middle East, to a hybrid retailer bringing luxury experiences to the fingertips of customers everywhere.

To fuel the next stage of our growth we are looking to build a world class team. From physical retail through to supply chain and customer loyalty, we aim to use technology and data to continuously improve every aspect of our operations. We are looking for top talent to join us on this journey of exploring new horizons together.

What you'll be doing

At Chalhoub we come together to explore possibility. As a CRM Manager you could expect to oversee the planning, organisation and implementation of multiple and complex CRM and Cloud projects.
- Managing the day-to-day activities of CRM and Cloud projects, including overseeing project responsibilities and schedules.
- Monitoring project results for significant deviations. Ensuring adherence to quality standards and processes.
- Evaluating and managing customer requirements to ensure that service expectations are achievable, developed, and met.
- Identifying online and offline CRM activities
- Work with the wider marketing team on customer initiatives, especially VIP customers
- Monitoring project results for significant deviations. Ensuring adherence to quality standards and processes.
- Evaluating and managing customer requirements to ensure that service expectations are achievable, developed, and met.
- Directing, motivating, and developing project staff. Identifying and addressing the training and development needs of CRM and Cloud managers and teams.
- Managing and developing the training delivery team including instructors and developers; managing any outside contractor services for training and coordinating technology-delivered training.
- Meeting with business managers to identify specific skills required by staff; ensuring appropriate training resources are on hand to develop those skills.
- Developing long-term training strategy including ongoing needs assessment and feedback from quality monitoring processes.
- Managing and coordinating physical and technology-based training facilities.
- Utlilising and interpreting data insights to create reports, and in-depth understanding of the existing customer base. Creating segmentation strategies to better target and cross-sell

Requirements

What you'll need to succeed
- Experience within retail - preferably in fashion and/or luxury
- You have experience leading a team
- You know how to leverage data and use it within your CRM strategies
- Ability to think outside the box
- You understand what luxury and Middle Eastern customers respond to
- Experience with Salesforce is a bonus

What we can offer you

With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as 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.