No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You'll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

Come join us to live well, work better, and be the best.

CRM & Loyalty Manager - Luxury Retail Department Store - UAE

Reports to: Head of Marketing

Department: Marketing Department

Location: Dubai

Band: H

JOB PURPOSE:

To establish, sustain and develop the BP&A community in the Retail Division so as to:

- lead and execute the entire Planning Cycle for the Division (Strategic Plans, Budgets, Forecasts)

- develop a BP&A community that provides timely and accurate analysis of business performance, analysis of business drivers and opportunities and support the overall strategy across the Division, driving efficiency and flexibility.

- sustain a proactive process to assess, monitor and report on investments made by the Division

- report and monitor key financial and non-financial KPIs for the business that align with Strategy

- sustain a proactive and collaborative relationship with the Group Planning function.

To develop strategies affecting all areas of the business with specific emphasis on maximizing sustainable business profitability and minimizing risk. To create a sustainable team of local talent that will deliver a quality Finance function and ensure succession.

To direct and support the Finance function and in addition provide direct, proactive analytical support to key functional teams where required. To establish, sustain and develop a Financial Control community that provides timely and accurate reporting of business performance, analysis of business drivers and opportunities and support the overall strategy across the Division, driving efficiency and flexibility.

To establish and sustain a proactive and collaborative relationship with the Group Financial Control function.

Direct Reports: X5 reports - Digital Specialist, Web Editor, Executive Host-VIP, Customer Experience Manager, VIP Personal Shopper

KEY ROLE SPECIFIC ACCOUNTABILITIES:

Acquisition

Lead the CRM and loyalty projects, set the goals for daily and monthly recruitment

Create clear engagement strategies to increase the customer acquisition

Monitor the progress of the customer's acquisition and insure the goals achieved

Retention

Create and establish strategies and tactics to increase customer's retention through loyalty program and CRM.

Set customer repeat visits goals and monitor its progress on quarterly basis.

Work with store manager and store team to enhance store experience based on customer's feedback.

Satisfaction

Work closely with customer service to establish clear measurement methods to monitor customer satisfaction

Create strategies and tactics to increase customer satisfaction and work with store team to implement them

Communicate to management team on progress and customer satisfaction initiatives

Insure that all CRM and Loyalty strategies are answering to the overarching brand direction and positioning

Lead the effort to launch the loyalty program and always work to enrich its offering

Social media

Supervise and create social media strategies that answers to the overarching CRM strategy

Work with the social media agency to create engaging content that insure the CRM goals are met

Monitor social media agency performance specially on community management

Support and work with PR manager on managing the influencers and create the advocacy strategy

Customer experience and insights

Discover and decode customer experience and find customer insights that support the overall customer experience

Support the management and store team on creating best in class department store

Website & Digital

Lead the website management and implementation.

Work with retail digital central team to implement all store digital initiatives and digital transformation strategies.

Plan, design and implement the company digital transformation strategy.

Work with digital manager on managing the day-to-day digital touch points.

Customer profiling

Support buyers in customer profiling to support in brands selection and Robinsons brand position.

Provide customer data and help segment customers.

Lead the Retail CRM central team in utilizing retail data to support Robinsons costumers acquisition.

Lead the retail CRM central team on enriching customers data, to have a 360 of customers by intergrading data from social media, the customer digital footprint and their purchase history.

Team Management

Lead the digital team and work closely with retail digital team and retail CRM and loyalty team

Work closely with head of marketing to implement the digital agenda working with all marketing team members

Communication

Lead the communication with marketing, buyers and stores teams on CRM strategies.

Ensures that proper and timely feedback is given to all concerned parties. All in order to maintain balanced and efficient working environment.

Create 1 to 1 marketing communication personalized based on customer shopping habits, and their behaviours, attitudes and micro segmentation

Leverage new methods of communications and digital technologies.

Customer engagement Budget

Plan and manage UAE and KSA engagement and digital budget

Maintain expenses tracking and continually update the store engagement expenses on monthly expenditure by updating finance cost control sheet.

Education:

Relevant qualification in marketing or business management or similar profession.

Minimum Experience and Knowledge: +8 years marketing. Ideally you will have several years' experience in a similar business development role with good commercial common sense and business acumen.

Job-Specific Skills: Highly organised / Methodical, Strategic, Creative, Strong Communication and Presentation Skills, Strong Fashion Orientation and Enthusiastic.

• Ability to manage all loyalty program and CRM.
• Ability to inspire and drive standards for marketing and store team.
• Able to communicate clearly and compassionately with the team and other areas of the business.
• Working with Buying, Marketing, Store team and to deliver one to one communications.
• Delivering projects on time in line with the critical path.
• Project Management Skills

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Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.