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Loyalty Marketing Manager- Chalhoub Group
Loyalty Marketing Manager- Chalhoub Group
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 beauty, fashion and gift sectors regionally. By blending its Middle East expertise and intimate knowledge of luxury, the 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.
We are currently looking for a Loyalty Marketing Manager to join us in this continued mission.
What You'll Do: CRM and Marketing
Develop annual and monthly marketing calendars including offers to drive programme objectives like acquisition, retention, engagement and revenue generation across CRM and digital activation channels
Integration and maintenance of brand marketing calendars to loyalty comms calendar
Own and drive all marketing and customer facing content and collaterals for the loyalty programme, ensuring these are on brand and within the group guidelines
Accountable for strategic campaign planning across multiple communications channels and platforms - including website, mobile app and push, email, SMS, social, fulfilment, DM and other digital channels
Devise brand strategy and promotion tactics through PR, influencers and social channels
Develop and maintain customer experience and loyalty program strategic and tactical roadmap designed to increase the relevance of our personalized communication with our customers.
Align communication activities across brand and programme level in order to manage frequency of communications to customer and loyalty base in a templatised manner
Create campaign business case, KPI's and ROI modelling for approval on marketing concepts
Manage marketing budget utilization and forecast
Work with digital agencies to boost online presence of the programme across social, paid media and others
Ensure loyalty programme is embedded at a brand level across all communications - online and offline
Planning of loyalty lifecycle communication across various touchpoints and ensuring these are refreshed based on test and learn methodology
Ensure essential programme triggers are in place via website, email, mobile app and push and other direct communication channels
Develop and improve the CRM infrastructure and setup of solutions for automation, insight analysis, dynamic content production and personalisation.
Conducting CRM and digital marketing best practice training sessions for peers and wider team.
Monitor competitor CRM and loyalty programs, testing and adopting best practices to continuously improve program performance and value.
Plan big quarterly campaigns and tactical campaigns from start to finish, including onboarding brands, updating collaterals, marketing plan and activation ideas, campaign rollout and media planning, creative and content management, in-store activation and devising training content and member FAQ's.
Update content across website and app to ensure these feature latest offers and updates
Review content and act as a custodian to the brand guidelines
Coordinate work across teams to deliver new roadmap programs and experiences. Manages the development, testing and implementation of new solutions that increases engagement and financial performance. Accountable to deliver fully tested campaigns and initiatives to teams for acceptance.
Ensure consistency and efficiency of the loyalty programme across brands and lifecycle messaging
Mange campaign photo shoots and adhere to brand guidelines
Internal Marketing and Training
Responsible for internal marketing tool kits and creation of training presentation master for rolling out loyalty programme across various brands
Develop point of sale activations as well as brand specific activations to promote the loyalty programme in store
Work closely with internal teams to maintain repository of digital assets and supply digital collaterals in sizes specified
Develop staff incentive tactical plans to drive program objectives like acquisition, engagement, retention
Work closely with Partnerships Manager to create marketing activations pertaining to each partners
Work closely with Business heads and Brand Marketing Managers to support business needs as well as leverage brand level marketing initiatives to promote and drive loyalty programme
Work closely with Marketing Managers to feed in promotions and campaigns to the marketing calendar
Business Reviews
Conduct business review meetings with key focus on marketing activation, ROI and results achieved
Measure, report, refine and optimise marketing activity including content, creative and segmentation model for member communications
Set Marketing KPI's for each campaign and work with analysts to complete Post Campaign Analysis
Maintain monthly repository of all love communications sent to CRM and Loyalty database
Business Processes
On-going account administration, documenting processes and submission of marketing budgets and forecast invoicing, financial admin, reconciliation and forecasts
Understanding capabilities of various technologies and tools
Ensure finance, business heads, IT, marketing, group loyalty and various key stakeholders aer kept in the loop for marketing activations
Seek necessary approvals for campaign deployment and budget management
Data
Partner with customer insights and customer analysis teams to identify customer segment opportunities, must-win moments and potential loyalty innovations.
Analyzing member data from the loyalty CRM based on the member spends and presenting the members shopping behaviour to concepts and territories.
Working with the Data Analytics team on setting campaign KPI's, producing strategic outputs and evaluation reports
Utilize insights and segmentation like lifetime value scoring, segmentation and churn modelling to personalize the customer experience
Vendor & People Management
Directly manage the analytics and campaign executives
Manage vendors and ensure delivery is managed as per scope - including loyalty, campaign, media and marketing agencies
Provide leadership and personal development to the team
Guide, develop and support the team to division and company goals including regular reviews and WIP updates
Weekly meetings to keep track on vendors and ongoing projects
Work closely with marketing manager and brands to motivate and put loyalty in the forefront of brand activations
What you need to succeed in this role
Minimum 6 years' experience in relevant marketing/ agency leadership role
Outstanding attention to detail, time management and organisational skills
Proven experience in handling multiple campaigns across multiple channels
Good understanding on digital marketing including and not limited to social, paid, display, search engine etc. as well as digital platforms and technologies
Exceptional interpersonal and people management skills, highly collaborative in nature
Comfortable working across different time zones and territories
MS Office - especially Microsoft Excel
Multi-lingual - fluent in English. Arabic is a plus
Other skills needed for this role...
Approachable attitude, team player, agile and can-do attitude to create and be part a new department and willing to go above and beyond your role
Proactive, committed and capable of taking lead
Strong verbal and written communication skills
Attention to detail and ability to apply big picture thinking
Multi task and know what the priorities are and keep various teams engaged with ongoing projects
Project management and successful delivery in time and on budget
Be a people's person and get the best out of the team and vendors
We can offer you: The opportunity to be the voice of a globally renowned concept and drive the Chalhoub Group brands to new heights
Staff discounts at all participating Chalhoub partner brands
The chance to live and work in a dynamic regional retail hub
Onsite canteen serving daily lunch
Onsite gym
