Our client, a multi billion dollar retail group headquartered in Dubai, is seeking a highly experienced and dynamic Head of CRM, Loyalty and Brand Partnerships to lead and oversee their CRM, loyalty programs, and brand partnerships. This senior leadership position will manage a dedicated team of 10 professionals across CRM, loyalty, and analytics, playing a pivotal role in shaping and executing the company’s customer retention and acquisition strategies. The role is integral to driving customer engagement, enhancing the loyalty program, and fostering strategic brand partnerships to increase revenue growth.
Key Responsibilities:
Strategic Leadership:
Lead the development and execution of innovative CRM and loyalty strategies to optimize customer retention, acquisition, and lifetime value.
Design and implement data-driven loyalty initiatives that enhance the customer experience and drive long-term loyalty.
Develop and maintain strategic brand partnerships that complement and strengthen the company’s customer loyalty and CRM strategies.
Collaborate with senior stakeholders to align CRM and loyalty initiatives with overall business goals and objectives.
Functional Responsibilities:
Oversee the CRM and loyalty program performance, ensuring continuous improvement based on data insights and customer feedback.
Lead the analytics function to generate actionable insights, enabling the business to optimize campaigns and measure their impact on customer engagement.
Provide expert guidance in the use of MarTech tools and data analytics platforms to enhance customer segmentation, targeting, and personalization.
Drive the integration of CRM and loyalty data across multiple channels to deliver cohesive, omni-channel experiences.
Ensure timely reporting and tracking of key performance indicators (KPIs) related to CRM, loyalty, and brand partnerships.
People Management:
Lead, mentor, and develop a high-performing team of professionals, fostering a collaborative environment that encourages creativity and innovation.
Set clear goals and objectives for team members and ensure continuous professional development through coaching and training.
Cultivate a culture of excellence in execution, ensuring that team outputs consistently meet or exceed expectations.
Requirements:
A Bachelor’s or Master’s degree, preferably in a business-related discipline.
A minimum of 10 years of experience in CRM, customer loyalty, and brand partnerships, with at least 5 years in a leadership role.
Strong expertise in developing and managing customer loyalty programs, with a track record of delivering measurable results.
Proven ability to manage and grow strategic brand partnerships, driving mutual value for the business and partners.
In-depth knowledge of MarTech tools, CRM platforms, and data analytics technologies.
Exceptional analytical and reporting skills, with the ability to interpret complex data and translate it into actionable insights.
Strong leadership, communication, and stakeholder management skills, with a proven ability to work cross-functionally to achieve business objectives.
Previous experience in a retail or consumer-facing business is highly desirable.
Additional Information:
Candidates must be based in Dubai or open to relocating.
The position offers hybrid working arrangements and a competitive benefits package.