Loyalty CRM Executive

Job description / Role

We are Chalhoub Group, a leading family business in the world of beauty, fashion and gifts. We have blended our Middle East expertise and intimate knowledge of luxury to offer service excellence to all our partners and a unique experience to all our customers for over 60 years

As we continue to grow, it's our vision to become a hybrid retailer, bringing luxury experiences to the fingertips of customers everywhere.

Our passionate teams drive our vision forward, without them, we couldn't create luxury experiences for our customers. Through opportunities, development and support, we empower each and every employee to achieve their career goals - and beyond. It's an exciting journey we're on, and one you could be part of.

Reporting to the Loyalty Marketing Manager, the Loyalty CRM Executive will be responsible for helping to define the Loyalty CRM strategy and drive customer loyalty and retention through the delivery of insights and targeted customer communications. Working alongside the Department Manager(s)/Country Managers(s), CRM Data Analysts, Business Intelligence and the external CRM agencies and vendors, this role will be pivotal in demonstrating the value of putting the customer at the heart of the organisation within the Loyalty Programme & Country of responsibility.

As a key role in the organization, Loyalty CRM Executive must display a capacity to uphold the values of Chalhoub Group: Respect - Fairness, Integrity, Humility, Excellence - Role Model, Commitment and Efficiency and Entrepreneurial Spirit - Leadership, Ingenuity and Team Spirit.

What you'll be doing:

CRM Tools

- Capture, define and prioritize Loyalty Programme CRM strategy & roadmap
- Develop a testing strategy to identify the optimal deployment times and channels for customer communications and provide insights back to the Loyalty CRM Division in order to share best practice across the Group.
- Assist in any integrations linked to the CRM platform and ensure all works seamlessly across the organization and capture all required information at key points in the customer lifecycle.
- Project manage and Support operational rollout of CRM for Loyalty programme, including, but not limited to, IP warm up, SMS header registration, User Acceptance Test scripts, User Acceptance Testing, Store Staff training and work closely with the Loyalty Marketing Manager to ensure adherence to Group policies.
- Be responsible for data hygiene, data integrity, data security and implementation of group data governance at Loyalty/Country level.
- Maintain Campaign Management systems, Loyalty Management System& Campaign budget
- Creation of campaign segments on the loyalty management system as well as campaign management tool

BI & Analytics

- Develop daily, weekly and monthly campaign reporting packs for distribution to key stakeholder
- Develop daily, weekly and monthly loyalty reporting packs for distribution to key stakeholders
- Conduct Post Campaign analysis and present to brands

Loyalty

- Assist in driving Loyalty Programme & Partner Brands' requirements, helping manage the full project scope from initial brief to full deployment

Campaigns

- Create, deliver and continuously optimize all customer lifecycle, triggered, and promotional communications across email, sms and mobile with the aim to acquire, engage, nurture and re-activate our Loyalty customers
- Work closely with the Loyalty Team and Partner Brand Marketing Teams to manage and deliver customer communications, ensuring the timely deployment of communications to maximise revenue potential
- Assist with the creation of communications working closely with the Marketing Executive, Content Agency and CRM Agency
- Manage the promotional calendar and ensure that the contact strategy and customer preferences is adhered to
- Manage all aspects of campaign execution on the CRM platform - scheduling, setting up, building journeys, embedding tracking codes, data segmentation, testing and deployment
- Implement personalisation and dynamic content across email, sms and mobile based on data fields pulled from the Loyalty Management /CRM platform
- Implement A/B and multi-variant testing for rich and dynamic content, subject lines, promotional offers, etc
- Ensure that all activity delivered is consistent and follows the Loyalty Programme Brand guidelines as well as best practice and that all materials are fully compliant with all relevant legislation
- Proofing all campaign and ensuring that quality standards are met
- Own the CRM Communications KPIs and drive forward the performance of email, sms and mobile marketing in terms of Deliverability Rate, Open Rate, Click Through Rate, ROI, etc whilst reducing unsubscribe rates
- Track all campaigns and report performance on a regular basis
- Monitor customer experience across all channels and make changes where required through to ensure any sub-optimal items/processes/pages/etc. are improved
- Ongoing management and continued segmentation of Loyalty database to identify target audiences for specific campaigns
- Work closely with the Marketing Executive to create integrated multi-channel campaigns and gather insight in order to have a holistic single customer view

Requirements

What you need to succeed in this role:

- University educated to a 2:1 degree level in either a marketing, IT or business related qualification in Business or Marketing
- 3+ years proven CRM work experience in a marketing / CRM team, preferably on Loyalty Programmes
- Experience of actively using and optimising CRM techniques including segmentation, campaign planning, implementation and evaluation
- Strong background in customer acquisition, re-engagement and retention strategies
- Experience in direct and digital marketing
- Strong proven experience in executing CRM campaigns on platforms such as Salesforce, Adobe Campaign or similar
- Experience and confidence in working with/ managing third party agencies
- Technologically savvy and comfortable using various tools and platforms with adequate training
- Advanced level of computer literacy, such as Microsoft Office and particularly in Excel
- Strong understanding of HTML
- Experience using analytics tools such as Google Analytics, and built-in tools within CRM Communication platforms
- Experience of working with Content and/or Campaign Management Systems
- Excellent communication skills both verbal and written
- Ability to manage, organise and prioritise multiple project streams
- Excellent team player and interpersonal skills
- Accurate, systematic and methodical
- Numerate with the ability to produce reports and derive valuable insights and analysis
- Has a passion for fashion and in particular luxury fashion brands
- Self-motivated, driven and the desire to help
- Ability to work to strict and tight deadlines whilst remaining calm when under pressure
- Arabic a plus!

Customer Focus

- Identifies the expectations and requirements of internal and external stakeholders; acts with stakeholders in mind; plans for and provides high-quality, responsive customer service; acts on feedback to keep improving

Managing Diverse Relationships

- Approachable, relates well to people at all levels, with a style that puts others at ease; seen as a supportive and cooperative team player; works to solve problems for mutual benefit, using tact to diffuse tense situations; builds constructive relationships across boundaries and business units

Operational Excellence

- Takes ownership and is accountable for results, using a systematic approach; sets clear, realistic and measurable goals and priorities; makes decisions in a timely manner; uses resources effectively (people, finances, materials and data) to get things done; works on issues simultaneously to accomplish the goal

Effective Communication

- Communicates clearly and concisely, verbally and in writing, in formal and informal settings including presentations; adapts content and style to suit the audience, showing a command of the topic that inspires appropriate action. Shows respectful active listening and acknowledges the other person's perspective

Energy, Drive and Flexibility

- Demonstrates energy, flexibility and drive for results; perseveres despite resistance and setbacks; pushes self and others for results; encourages and accepts constructive feedback and demonstrates a willingness to learn; takes responsibility for his/her self-development

Creativity and Innovation

- Generates and contributes new ideas or suggestions for improvement; makes connections between unrelated concepts; open to, and experiments with new approaches; seeks and builds on others' ideas

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 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 & 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.