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.