Head of Customer and Marketing

Job description / Role

Who we are

We are a leading luxury retailer in the Middle East, with more than 600 stores, 300 brands, and over 65 years of experience in the region, we are the premiere destination for luxury goods. To fuel the next stage of our organisation's 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.

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 you'll be doing

The role of Head of Customer & Marketing is to provide strategic and creative leadership and be accountable for all activities and performance of the marketing, customer, loyalty, CRM, social media, and graphic design departments.

Our Head of Customer Marketing will be responsible for setting up the brand's strategy to build brand sustainability and the brand's goals, objectives and budgets for the short and long term. He/she is responsible for managing the human capital in his/her area, directly or through subordinate managers, ensuring excellence of customer marketing performance.

We require an exceptional people leader who is passionate about retail in order to raise the bar and drive the team to success whilst supporting the vision of Level Shoes to become the Concept Store of the future.

Key responsibilities and Accountabilities

Planning and Leadership

- Supports the Level Shoes brand and business expansion and objectives efficiently through the highest standards of customer experience, stakeholder management and cost-effective management of resources, maximizing revenue, profitability, and growth of the businesses.
- Leads the way by infusing global best practices, defining the brand strategy including the values, mission and vision, of the brand
- Developing, empowering and motivating the marketing team
- Develops talent in a mentorship capacity by guiding key marketing operations in the execution of their duties when necessary, ensuring constant honing of their skills, performing performance appraisal for outstanding performers, and readying them for occupation of the Director's position in the future.
- Directs the development and oversees the implementation of policies, guidelines and standards so that all requirements are fulfilled while delivering quality and cost-effective experiences to our customers.

Marketing/Brand/Communications:

- Oversees marketing, social media, content, creative, PR, communications, CX, CRM, Loyalty Customer intelligence functions and is responsible for the creation of integrated marketing strategies that will build and grow the brand, leading to increased awareness, engagement, relevance and revenue.
- Monitors the consumer and competitive environment, conducting consumer, competitive, and performance analyses.
- Analyzes the flow within the department in order to guarantee the achievement of the department's goals.
- Improves and optimizes the marketing department's performance ensuring budgets are adequately spent on key initiatives with clear ROI metrics attached.
- Monitors, measures, and analyzes the effectiveness of strategies applied by each function which leads to the achievement of the relevant department's goals and objectives to facilitate business targets.
- Plays a leading role in the establishment of brand building strategies across all channels. This will be done in collaboration with key stakeholders across the group
- Designs and implements customer acquisition, retention, development and loyalty programmes
- Responsible for running monthly/quarterly/annual reviews
- Delivers key insights and recommendations that optimize the performance of the marketing department and marketing programs/campaigns and assists the marketing department in the achievement of its goals.
- Manages and maintains program specific research efforts inclusive of consumer insights, consumer segmentation, competitive intelligence, industry trends, and developments.
- Drives marketing database strategies, and conducts thorough gap analysis in the business's data, consumer acquisition strategies, and data quality practices.
- Overseas the CX department and ensures the vision and strategic roadmap is on track for the BU, through continuous improvement CX initiatives across all touchpoints and provides guidance on design methodologies for best in class customer journey
- Overseas CRM, Loyalty and is a major stakeholder in delivering the Advanced Analytics Strategy for the BU

Insights/CX/CRM/Loyalty:

- Delivers key insights and recommendations that optimize the performance of the marketing department and marketing programs/campaigns and assists the marketing department in the achievement of its goals.
- Manages and maintains program specific research efforts inclusive of consumer insights, consumer segmentation, competitive intelligence, industry trends, and developments.
- Drives database strategies and growth, conducts thorough gap analysis in the and enhance data quality practices.
- Ensures the vision and strategic roadmap is on track for the Brand, through continuous improvement CX initiatives across all touchpoints and provides guidance on design methodologies for best in class customer journey
- Overseas CRM and Loyalty and is a major stakeholder in delivering the Advanced Analytics Strategy for the Brand

Collaboration:

- Works closely with the GM in driving strong leadership, marketing and strategies
- Develops effective and positive working relationships across the organization as well as externally.
- Participates in the design of all new projects to meet marketing and branding requirements and determine the best in market from the full suite of services across various concepts integral to all developments, providing a distinct point of difference and an attractive yield.
- Works closely with E-commerce, finance, Tech and IT
- Creates and presents marketing reports to relevant stakeholders and external partners, while communicating messages in a simple, clear, unambiguous, relatable, and digestible manner to varying audiences.

Requirements

What you'll need to succeed:

- University degree in Business or Marketing Graduate from recognized Business Schools or Universities
- Ideally holding an MBA: Retail/Brand/ Marketing management, Digital Marketing
- Minimum 11 years of relevant experience Marketing of global brands in FMCG, Luxury, B to B, Brand development, Digital Marketing, Retail Marketing, ideally for multiple networks and multiple markets
- Understands customer, segmentation, personas, fashion and new trends and come up with new ideas ahead of time
- Fashion forecasting
- Someone who keeps ahead of the curve, has a strong understanding of fashion trends, collaborations, all communication channels
- Insight driven and analytical
- Exceptional leadership
- Very strong at brand building
- Creative an strategic
- Understanding of working cross functionally
- Excellent communication to bring the ecosystem together
- Arabic speaker and someone who has a sense of belonging to the region (not just Dubai)
- Social Media Savvy

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, remote and flexible working 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.