CRM Planning Manager - Sales

at  AlFuttaim

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

REQUIRED SKILLS TO BE SUCCESSFUL:

• Bachelor’s degree in marketing
• Minimum of 5 years’ experience in CRM
• Project Management experience
• Certification in emails marketing

OVERVIEW OF THE ROLE:

The CRM Manager is responsible for planning brand CRM campaigns, drive marketing automation and the customer lifecycle journeys. The person will be interacting with multiple teams within the division and manages the execution of all direct customer communications and automations across different channels (Email, SMS, Push, WhatsApp, etc.). Work closely with the Al-Futtaim Motors (AFM) Brand Marketing team to maintain and improve CRM operational efficiency integral to future growth. Develop a long-term vision for new products and build roadmaps to achieve success. Exhibit a profound understanding of the customer needs, and map customer journey to build new opportunities. Define and improve CRM KPI’s in conjunction with analytics and stakeholder teams.

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 week/monthly/quarterly/annual CRM communication calendars
• Perform customer segmentation to maximize conversions across various engagement campaigns
• Implement A/B testing of various content and creative deliverable to create optimization and enhancement opportunities
• Measure and report performance of all CRM campaigns and assess against goals (KPIs).
• Perform extensive on-going campaign analysis to find growth opportunities.

WHAT EQUIPS YOU FOR THE ROLE:

• Bachelor’s in Marketing or Communications
• 5-7 years relevant digital CRM experience. Certification in Email/CRM Marketing and hands-on experience in reporting tools like BI will be an added advantage.Experience in CRM and Marketing Automation platforms. Creative and innovative thinker and planner. Strategic and Problem-Solving Perspective. Excellent verbal and written English communication skills essential. Enjoys working collaboratively and is a key team player with a “can do” attitude and thrives on a challenge.