Customer Relationship Management Manager| Al-Futtaim Automotive | BYD

Job Requisition ID: 167453 

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. 

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role:

• The Customer Relationship Manager (CRM) is responsible for planning brand customer relationship management campaigns, driving marketing automation and customer lifecycle journeys and interacting with multiple teams within the division and managing the execution of all direct customer communications and automations across different channels.

What you will do:

• Execute and coordinate customer lifecycle communication strategies and campaigns across current channels to drive customer engagement and retention.
• Support all business verticals in campaign management across all available CRM channels.
• Planning weekly, monthly, quarterly and annual CRM communication calendars.
• Perform customer segmentation to maximize conversions across various engagement campaigns
• Implement A/B testing various content and creative deliverable to create optimization and enhancement opportunities.
• Develop a long-term vision for new products and build road maps to achieve success. 
• Exhibit a profound understanding of the customer needs, and map customer journeys to build new opportunities. 
• Define and improve CRM key performance indicators in conjunction with analytics and stakeholder teams.
• Measure and report performance of all CRM campaigns and assess against goals.
• Maintain and improve CRM operational efficiency integral to future growth.
• Perform extensive on-going campaign analysis to find growth opportunities.

Required skills to be successful:

• Digital CRM experience.
• Experience with customer lifecycle management and retention.
• Experience in management of CRM campaigns.
• Experience in marketing automation platforms.

About the team:

• The role reports to the Retail Director and will interact with internal and external stakeholders.

What equips you for the role:

• Bachelors’ Degree in Marketing, Communications or Business Administration.
• 5 -7 years digital CRM experience. 
• Certification in email,CRM marketing and hands-on experience in reporting tools like BI.
• Experience in CRM and marketing automation platforms. 

About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM as well as Electric Vehicles.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences. 
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.