The company is a unique, casual luxury brand that aims to offer consumers with high quality and professionalism through creation, style, manufacturing and retail as well as providing a unique client experience regardless of distribution networks, physical or digital, everywhere in the world!

The company has built its brand around the consistent production of high quality products, from apparel and home furnishings to fragrances and accessories, and its commitment to conducting business according to the highest ethical and legal standards

We are seeking an expert, Customer Relation Management Executive to promote the brand position in the region in order to achieve the joint aims of building brand awareness and driving traffic to store and online.

• You will be working on developing a strong knowledge about customers and industry trends in the region in order to provide the best in class customer experience
• Your work will have a direct impact on driving the brand vision regionally and globally, and resulting into strong commercial priority across online and offline channels.

What you will do:

Know our customers:

• You will manage the CRM database, develop and execute measures for database evolution
• You will analyze and segment customer data, identifies VIP customer and develops appropriate measures of customer retention and revenue generation for different customer clusters
• Your responsibilities will include planning data selection and segmentation for effective and targeted marketing activities
• You will track progress, sets up reports and brings necessary actions to improve CRM performances in stores
• Internal and external Benchmark Reporting

Communicate to our customers:

• You will manage the multi-channel communication programs, and identify added value communication strategies to support customer acquisition, conversion, retention, cross-sell, up-sell and reactivation
• Create content for key customer groups across all channels
• Adapt the global CRM newsletter calendars and develop local relevant newsletters
• Manage all email marketing, including the planning, creation and testing of campaigns
• Close cooperation and development with Marketing and E-Commerce for 360 ° campaigns for customer approach
• You will be responsible for building a strong partnership with stores to give guidance & bring efficient communication
• Analyze, evaluate and optimize the CRM campaign, communicate with E-Commerce, Retail and Wholesale
• Implement future development opportunities; proactively plans for innovation

Manage the Loyalty Program:

• You will be accountable for the launch of our new Loyalty Program.
• Implementation and management of all aspects of the program
• Logistics of purchasing and distribution of loyalty gifts
• Delivery of premium services offered to higher tiers (such as events, ticketing, exclusive product access)
• Primary point of contact for all queries related to the program from store staff, HO teams and HQ
• Continually assessing KPI's and delivering concrete improvements

REQUIREMENTS

More specifically, we would love to hear from you if you can say yes to the below:

• You have a Marketing degree and background
• You have a minimum of 3 years of work experience in CRM
• Good coordinating abilities, strong communication skills
• Good analytical skills and enthusiasm for Retail, E-Commerce and CRM trends
• Solid knowledge of web-analytic tools, for example Google Analytics
• Previous experience of launching a Loyalty Program would be a bonus
• Previous experience in similar role in the region (preferably in the Fashion industry)
• Extensive experience of direct marketing ideally in a similar industry.
• Strong background in customer acquisition, re-engagement and retention strategies
• Practical experience managing customer-driven change programs
• Cross-functional collaboration and good communication skills
• Excellent project managerial skills and a process-focused aptitude that will enable the person to effectively execute multiple responsibilities and deliverables
• Be self-motivated and proactive, have an insatiable thirst for knowledge
• Critical attention to detail.
• Be able to prioritize and meet deadlines while working on multiple projects
• Creative problem-solving skills
• Ability to create strong, meaningful, and long-lasting relationship
• Customer-centric attitude
• Ability to work in a fast-paced environment with ease

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.