About UsAs 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 worlds 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 RoleThe 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 Retailand 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 Youll Be DoingStrategic Roles and Responsibilities\xc2\xb7 Set strategic target for the CRM and Loyalty base to support all business divisions\xc2\xb7 Set and deliver KPIs for CRM and Loyalty to ensure continuous growth\xc2\xb7 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\xc2\xb7 Ability to analyse customer data and strong understanding of customer segmentation.\xc2\xb7 Monitor customer behavior through current system availability\xc2\xb7 Streamline customer data under one customer view\xc2\xb7 Consult Marketing with a strategic approach towards the marketing calendar\xc2\xb7 Evaluate customer growth across different markets and customer groups where the business has presence\xc2\xb7 Plan and manage Omni channel marketing campaigns based on data insights\xc2\xb7 Identify and implement innovative solutions to engage with customers across multiple touchpoints\xc2\xb7 Conduct market research to follow trends and competition\xc2\xb7 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.\xc2\xb7 Establish the governance of the CRM and Loyalty function within the Customer Experience department\xc2\xb7 Recommend changes to CRM and Loyalty methodology\xc2\xb7 Recommend initiatives to division heads (commercial and support) to drive customer advocacy\xc2\xb7 Build, maintain and optimize the customer journey to enhance the overall customer experience across Al Tayer Insignia for all segments of customersFunctional Roles and Responsibilities\xc2\xb7 Track marketing metrics and trends, such as conversion rates and web analytics\xc2\xb7 Support promotional campaigns to reach prospective customers\xc2\xb7 Manage all reporting across different stakeholders\xc2\xb7 Manage the development of CRM and Loyalty parameters\xc2\xb7 Provide guidance on processes to follow to achieve a streamlined management\xc2\xb7 Stakeholder management across the business to ensure aligned across initiatives\xc2\xb7 Supervise and manage the analytical processes related to feedback along with the respective generation of insights\xc2\xb7 Support the existing reporting structure and provide best practice guidance to commercial managers to drive better usage of analytics capabilities\xc2\xb7 Manage day-to-day CRM and Loyalty issues as they arise, supporting key stakeholders\xc2\xb7 Oversee technical support and systems training for CRM and Loyalty team to ensure a seamless customer experience\xc2\xb7 Manage the development of the Loyalty Program\xc2\xb7 Enhance systems capability to integrate NPS and Loyalty experiences\xc2\xb7 Define customer acquisition and retention strategies to ensure a best-in-class Loyalty Program for Al Tayer Insignia\xc2\xb7 Monitor and evaluate the strategy road map for the Loyalty Program and NPS\xc2\xb7 Enhance the Loyalty Program positioning with key partners including JV brands\xc2\xb7 Work with Digital Marketing teams to develop loyalty opportunities with affiliatesPeople Management Roles and Responsibilities\xc2\xb7 Manage a team of 10+ employees\xc2\xb7 Support and develop talent in CRM and Loyalty, to improve expertise and keep Al Tayer Insignia at the forefront of customer experience\xc2\xb7 Drive efficiency and quality, supporting the development of the team for a future proof structure\xc2\xb7 Lead the CRM and Loyalty team, championing an Omni experience mentality throughout the organizationAbout YouEducational:Bachelor or Masters Degree preferably in a business related disciplineYears of Experience10+ years experience related to CRM and/ or customer loyaltyKnowledge and Skills\xc2\xb7 Excellent interpersonal and communication skills\xc2\xb7 Stakeholder management\xc2\xb7 Strong leadership and time management skills\xc2\xb7 Strong analytical and reporting skills\xc2\xb7 Ability to deliver results at a high level\xc2\xb7 Loyalty program experience across Omni channels\xc2\xb7 Strong martech experience and data analyticsAdditional Requirements\xc2\xb7 Self-motivated, proactive and driven\xc2\xb7 Able to work under pressure and to strict deadlines\xc2\xb7 Ability to simplify complex environments and work with ambiguity\xc2\xb7 Applies a good level of emotional maturity in their role\xc2\xb7 Reliable team player who will contribute their knowledge and experience into a team environment\xc2\xb7 Organized and methodicalAdditional Information