CRM Executive & Customer Insights | Retail | M&S | UAE

Job Requisition ID: 175030 

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. 

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

• The CRM & Customer Insights Specialist supports the brand's omnichannel journey, enhancing both online and offline channels via targeted communications. This role is pivotal in developing and executing customer retention campaigns, driving loyalty and personalized experiences, while generating actionable insights from customer data. It encompasses managing email, SMS, WhatsApp, push messages, and member clubs across the MENA region to drive revenue growth. The specialist also oversees brand loyalty programs by analyzing customer behavior and coordinating cross-channel campaigns to improve customer experience. Additional responsibilities include in-depth customer insights research aimed at facilitating growth and strategic business decisions.

Campaign Management

• Develop and execute CRM and loyalty campaigns across omnichannel platforms, including email, SMS, WhatsApp, and push notifications.
• Manage brand loyalty programs, analyze customer behaviors, and coordinate campaigns to enhance customer experience.
• Develop and manage creative assets, briefing and collaborating with graphic designers and copywriters for campaign development.
• Implement testing, optimization, and analysis for campaigns to ensure relevance and efficacy.
• Track and report on key performance metrics such as traffic, revenue, incremental sales, ROI, open rates, and CTR.
• Drive cross-functional collaboration with teams on customer lifetime value, audience segmentation, and ensuring campaign alignment with brand standards.
• Focus on developing loyalty campaigns, promotions, member-exclusive offers, and improve retention and redemption through targeted communication strategies.

Insights and Reporting

• Support deeper dive into customer insights, developing research briefs and building customer profiles to inform acquisition strategies.
• Deliver CRM and loyalty reports and actionable insights to internal stakeholders on a weekly and monthly basis.
• Conduct customer profiling and execute adhoc research with insights quarterly.
• Analyze transactional behavior to build strategies for customer acquisition, ensuring insights drive strategic decisions.
• Prepare monthly analysis for stakeholders to optimize and personalize future strategies.

Strategy and Optimization

• Identify growth opportunities by analyzing successful loyalty campaigns and customer-focused communications.
• Conduct A/B testing to optimize campaign performance and enhance brand loyalty.
• Prepare quarterly updates to yearly strategy documents, ensuring alignment with business objectives.
• Implement propositions for tools to optimize campaign performance and reporting.
• Regular briefings for artwork and copywriting to support strategic initiatives.

Teamwork and Personal Development

• Foster relationships and workflows within Marks & Spencer UK, M&S AFG, and AFG Central Digital team.
• Coordinate weekly meetings with actionable follow-ups and updates.
• Engage in personal development to advance targeting, CRM tools, and customer insights knowledge.
• Ensure effective day-to-day communication with brand merchandisers to align on upcoming campaigns and product priorities.

• Strong understanding of customer retention and loyalty concepts.
• Analytical mindset with ability to interpret and leverage data insights for strategic decisions.
• Excellent communication and coordination skills to manage campaigns across various channels.
• Proficiency in CRM tools and loyalty platforms, with a customer-centric approach.

• Bachelor's degree in Marketing, Business, or a related field.
• 5+ years of experience in CRM, E-commerce, Customer Insights, or Loyalty.
• Experience in retail, e-commerce, or consumer brands, with familiarity in loyalty programs and customer databases.
• Proficient in CRM tools such as Salesforce, Bloomreach, and Capillary, and advanced skills in MS Excel.

About Al-Futtaim Retail

Al-Futtaim Retail has established itself as one of the leaders in Retail across the Middle East, Africa & Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected Brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of the largest Global partners of Marks and Spencer’s in both regions with over 75 stores offering both fashion & food options.
 
Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference…