For over six decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. The Group, in its endeavor to excel as a hybrid retailer, has reinforced its distribution and marketing services with a portfolio of eight owned brands and over 300 international brands in the luxury, beauty, fashion, and art de vivre categories. More recently, the Group expanded its expertise into new categories of luxury watches, jewelry, and eyewear.(jobs in Dubai)

Every step at Chalhoub Group is taken with the customer at heart. Be it constantly reinventing itself or focusing on innovation to provide luxury experiences at over 750+ experiential retail stores, online and through mobile apps, each touch point leads to delighting the customer.

Today, Chalhoub Group stands for 14,000 skilled and talented professionals across seven countries, whose cohesive efforts have resulted in the Group being ranked third in the Middle East and first in Saudi Arabia as a Great Place to Work®.

Overview

As a Senior CRM & Retention Manager , you will be responsible for managing, executing, & optimizing the CRM and Retention strategy across all touchpoints (email, push notifications, sms, whatsapp & others) to drive customer re-engagement and maximize customer lifetime value.

Develop the value of customer portfolio by establishing and maintaining a long and profitable relationship with the omnichannel customers (Retail and Ecommerce) for FACES.

You will be responsible to deploy regional CRM strategy, pilot the CRM activity performances, improve quality of the databases by improving data-capture and data linkage rates. With the help of brand and central CRM teams you will launch CRM campaigns with Marketing Cloud dedicated to retention & engagement.

You will work closely with the local Retail, eCommerce and Marketing teams, Chalhoub Group & Brand Central CRM teams.

What You Will Be Doing

Responsible for strategy and execution of CRM, and loyalty initiatives across all channels for the brand.

- Develop & execute CRM strategy and annual action plans to support business needs with clear goals, measurement and reporting.
- Define cross channel consumer journeys based on segmentations and client behaviors to enhance the relevance of CRM
- Work with the retail & e-com teams to better capture customer data at POS, Websites & Apps
- Shape both online and offline campaigns in line with key markets
- Identify, explore and manage partnerships/opportunities to expand customer database to acquire new high-profile clientele.
- Work with group loyalty team to acquire new prospects who have purchased from group's other brands
- In charge of project management for CRM systems setup and new loyalty programs setup.
- Personalize key customer journeys to show the most relevant experience to customers based on their intent
- Provide monthly, weekly reporting on key CRM KPI's
- Work with data & analytics teams to build meaning full and actionable CRM dashboards

Requirements

What You Will Need To Succeed

- Bachelor's degree in Marketing, Business Administration, or related field.
- Minimum 5 years of professional experience, with strong background in beauty, fashion or omnichannel environment
- Fluent in English and preferably Arabic
- Proven creativity in client recruitment and development actions
- Strong competency in analytics, statistics & data-driven approach
- Strong project management skills with the ability to build collaboration relationship, willing to drive innovative and create ideas into implementation
- Good understanding of performance, brand marketing, media campaigns and CRM tools
- Willing to travel and visit key stores on periodic ongoing basis.

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.

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