JOB TITLE                               CRM Executive, MEIA

LOCATION                                        Dubai, UAE

MAIN PURPOSE

The CRM Executive is responsible for implementing and optimizing the customer database in all Boutiques and multibrand Pos of the region MEIA.

Playing a critical role in executing and monitoring clienteling programs, in-boutique activations and ultimately, in developing Client retention, loyalty and engagement strategies on all relevant client touch points.

He/She also supports the CRM Manager in delivering reporting and analysis to Retail, Marketing and Communication team.

CLIENT DATABASE MANAGEMENT

Ensure the implementation and optimization of the customer database

Support the implementation and roll-out of CRM Clienteling tools (Sales Force, Booster 2.0) in the region in close collaboration with the Retail department and international Headquarters

Implement the processes to ensure the quality and accuracy of the data collection

Develop strategy to increase the data capture in all the markets

Set clear objectives and monitor the results by Btq/Pos

ANALYTICS

Develop reporting tools with the main insights (data capture, segmentation, data-base growth…)

Perform extractions and analysis of client data for multiple purposes: client profiling, campaign targeting, events invitation, product analysis, business performance

Produce ROI reporting on events, online and offline CRM campaigns

CRM & CLIENTELING PROGRAMS

Define and monitor Clienteling strategies adapted to each Btq/market

Design and implement the touch points of the Client journey depending on his profile/segment

Help CRM manager to define and develop action plans with the clear objective of developing Client acquisition, loyalty and engagement

Identify relevant opportunities in line with brand’s identity to increase the data-base

Monitor and measure the ROI of every action/activation

Benchmark competitor initiatives and share best practices

Support in-store activations by targeting the right audience

Train the retail teams to ensure the right implementation and usage of the CRM tools

Liaise with local and international teams and local creative agencies to develop seasonal tools

Regularly update guidelines for boutique teams; gifting, messaging, supplier list

CLIENT CARE TOOLS

Define and implement the gifting guidelines across the network

Manage the inventory of client tools (contact cards, greeting cards, books, gifts, invitations, catalogue…):

Consolidate requirements for the region and complete orders with HQ/local suppliers as necessary

Place orders for CRM gifts and manage all related logistics

Monitor and replenish stock levels of all boutique inventory; books, CRM gifts, customer cards, greeting car

Support the CRM Manager in coordinating the regional Client Relationship Center (CRC)

Improve the collaboration between the CRC and Btq teams

Analyse the CRC performance indicators and highlight areas of improvement

E-Business and e-CRM

Support the E-business implementation and the Global e-CRM strategy across all markets in the region

Create yearly, quarterly and monthly HTML newsletter deployment calendar

Coordinate the newsletters with HQ and arrange translation of HTML (to Arab) with local agencies

REQUIREMENTS FOR THE ROLE:

2-3 years’ experience in the retail industry in a similar position

Strong analytical skills, results driven with a good understanding of different CRM systems

Highly proficient in Excel

Clear understanding of retail/wholesale client experience journey

Likes challenges, solving problems: growth mindset

Proven effective team player with acute self-awareness

Highly stress-resistant personality that easily navigates in an international environment.

Proficiency in English. Arabic not mandatory but preferred. 

Preferable experience in Sales Force (usage of different clouds)

DIMENSION:

Network in the Middle East & India region with specific focus on key markets.