CRM Program Manager

Job description / Role

About us

As a leader in luxury retail in the Middle East, Al Tayer Group's retail division, Al Tayer Insignia, hosts a portfolio of some of the world's best luxury brands in the fashion, jewellery, home, and department store categories. Complementing its position in luxury retail, Al Tayer Insignia has also built new frontiers in lifestyle retail, representing leading brands in the beauty, home, fashion, and hospitality sectors. Our brands include Bloomingdales, Harvey Nichols, Armani, and newly added Gymshark and The White Company, to name just a few!

About the role

We are looking for an enthusiastic and experienced CRM Trade Manager who will be responsible for executing and planning customer-centric multi-channel marketing campaigns. They will do so by leveraging CRM insights, technology, and best practice. The role will play a crucial role in developing and shaping CRM acquisition and retention strategy while driving performance and engagement within various customer segments to ultimately drive an uplift in key performance KPIs within various Al Tayer Insignia portfolios of brands.

What you'll be doing

Strategic roles and responsibilities

• Work closely with merchandising, planning, and trade teams while identifying key trading opportunities within various customer segments.
• Management of the day-to-day production of multi-channel communications. Scoping the initial requirements and briefing the creative and content teams, through to audience building and deployment of the communications and the granular reporting which is shared with all activity stakeholders.
• Creation of an integrated communications plan using a mixture of marketing channels where appropriate: Email, SMS, Push, WhatsApp.
• Deep dive into customer, campaign, and channel data, identifying opportunities to target new customer segments to drive a desired behaviour and to inform and evolve the direction of the trade strategy.
• Ensure timely delivery of daily business-as-usual campaigns.
• Plan dynamic content optimisation within email campaigns to drive better engagement and marketing efficiency.
• Facilitate weekly and monthly reporting, acting to monitor and hit forecasted revenue, engagement, and database KPIs.
• Ownership of test and learn strategy to optimize communications effectiveness; feeding all insights gained from the analysis of the results back in to create a continuous process of testing and refinement.
• Lead cross-functional projects; assessing workloads, judging areas of risk, and gauging progress to ensure that objectives and deadlines are met.
• Continuously work on CRM innovation and new ways to contact customers within the existing customer base.
• Plan and execute new automated journeys which will drive product personalization and will result in increased customer conversion.
• Ownership of daily campaign segmentation strategy which will result in positive uplift across various KPIs.

Functional roles and responsibilities

• Ownership of CRM budget and forecasting and adherence to budget and forecasting processes.
• Forecasting of volumes, engagement, revenue, and traffic.
• Regular weekly reporting and results analysis.
• QA/testing, deployment, and post-campaign analysis and evaluation.
• Campaign deployment and execution.

People management roles and responsibilities

• Manage the team, while building a clear development roadmap for them based on objectives that both stretch and complement their knowledge.
• Regular development reviews and performance appraisals.
• Target and KPI setting based on business requirements.

About you

• 5-7 years of relevant experience in CRM within a luxury retail business.
• 2-3 years of managerial experience.
• Microsoft Suite, PowerPoint, Excel.
• ESP experience preferably Salesforce.
• Experience in automated journeys and programs mapping.
• Knowledge in HTML.

About the Company

Established in 1979, Al Tayer Group is a privately-held, diversified company with operations in 12 countries in the Middle East and beyond. With over 7,800 employees from 95 different nationalities, the Group has its headquarters in Dubai, UAE.

Al Tayer Group operates leading, quality-focused businesses in automobile sales and service, luxury and lifestyle retail, perfumes and cosmetics distribution, engineering as well as interiors contracting. The Groups portfolio includes several of the worlds leading brands such as Armani, Bvlgari, Banana Republic, Ford, Ferrari, Gucci, Gap, Harvey Nichols and Maserati. The Group operates over 180 stores across multiple markets in the Middle East. In addition, Al Tayer Group has investments in commercial real estate, contracting, supply chain management, precision tools manufacturing and travel agency services.