About Us As a leader in luxury retail in the Middle East, Al Tayer Group\'s retail division, Al Tayer Insignia, hosts a portfolio of some of the world\xe2\x80\x99s best luxury brands in the fashion, jewellery, home and department store categories. Complementing its position in luxury retail, Al Tayer Insignia has also built new frontiers in lifestyle retail, representing leading brands in the Beauty, Home, Fashion and Hospitality sectors. Our brands include Bloomingdales, Harvey Nichols and Armani to name just a few! About The Role The Head of CRM and Loyalty serves as the voice of the customer and will champion key decision making that impacts the view of Al Tayer Insignia enabling key departments to make critical and informative decisions to achieve growth and retention. This role is responsible for optimizing and developing Al Tayer Insignia customer base with touchpoints across all functionalities revolved around the customer. This includes data management, data protection, data integrity, system evaluation, analytical strategy, market insights and quality database growth and retention. The role is responsible for delivering the Al Tayer Insignia CRM & Loyalty strategy throughout Retail and Omni portfolios. This role will engage with key stakeholders across commercial and support functions namely Marketing, IT, Digital and Retail to ensure a seamless customer experience within all touchpoints that relate to the ATI vision of delivering a best-in-class Loyalty and CRM program. Through intelligent utilization of data and system optimization this role will be required to execute the program and work towards continuous enhancements based on local and global best practice. What You\xe2\x80\x99ll Be Doing Strategic Roles and Responsibilities
Set strategic target for the CRM and Loyalty base to support all business divisions
Set and deliver KPIs for CRM and Loyalty to ensure continuous growth
Manage all CRM applications with strong experience in martech and automation, ensuring systems optimization in line with strategic business needs for CRM and Loyalty systems to provide an effective sales funnel
Ability to analyse customer data and strong understanding of customer segmentation.
Monitor customer behavior through current system availability
Streamline customer data under one customer view
Consult Marketing with a strategic approach towards the marketing calendar
Evaluate customer growth across different markets and customer groups where the business has presence
Plan and manage Omni channel marketing campaigns based on data insights
Identify and implement innovative solutions to engage with customers across multiple touchpoints
Conduct market research to follow trends and competition
Participate and facilitate in customer strategy discussions across Al Tayer Group relating to Al Tayer Insignia, including but not limited to discussions with senior stakeholders, committees and quarterly planning sessions etc.
Establish the governance of the CRM and Loyalty function within the Customer Experience department
Recommend changes to CRM and Loyalty methodology
Recommend initiatives to division heads (commercial and support) to drive customer advocacy
Build, maintain and optimize the customer journey to enhance the overall customer experience across Al Tayer Insignia for all segments of customers
Functional Roles and Responsibilities
Track marketing metrics and trends, such as conversion rates and web analytics
Support promotional campaigns to reach prospective customers
Manage all reporting across different stakeholders
Manage the development of CRM and Loyalty parameters
Provide guidance on processes to follow to achieve a streamlined management
Stakeholder management across the business to ensure aligned across initiatives
Supervise and manage the analytical processes related to feedback along with the respective generation of insights
Support the existing reporting structure and provide best practice guidance to commercial managers to drive better usage of analytics capabilities
Manage day-to-day CRM and Loyalty issues as they arise, supporting key stakeholders
Oversee technical support and systems training for CRM and Loyalty team to ensure a seamless customer experience
Manage the development of the Loyalty Program
Enhance systems capability to integrate NPS and Loyalty experiences
Define customer acquisition and retention strategies to ensure a best-in-class Loyalty Program for Al Tayer Insignia
Monitor and evaluate the strategy road map for the Loyalty Program and NPS
Enhance the Loyalty Program positioning with key partners including JV brands
Work with Digital Marketing teams to develop loyalty opportunities with affiliates
People Management Roles and Responsibilities
Manage a team of 10+ employees
Support and develop talent in CRM and Loyalty, to improve expertise and keep Al Tayer Insignia at the forefront of customer experience
Drive efficiency and quality, supporting the development of the team for a future proof structure
Lead the CRM and Loyalty team, championing an Omni experience mentality throughout the organization
About You Educational: Bachelor or Master\xe2\x80\x99s Degree preferably in a business related discipline Years of Experience 10+ years\xe2\x80\x99 experience related to CRM and/ or customer loyalty Knowledge and Skills
Excellent interpersonal and communication skills
Stakeholder management
Strong leadership and time management skills
Strong analytical and reporting skills
Ability to deliver results at a high level
Loyalty program experience across Omni channels
Strong martech experience and data analytics
Additional Requirements
Self-motivated, proactive and driven
Able to work under pressure and to strict deadlines
Ability to simplify complex environments and work with ambiguity
Applies a good level of emotional maturity in their role
Reliable team player who will contribute their knowledge and experience into a team environment
Organized and methodical
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