CRM Manager

Company Overview

Founded in Dubai in 2016, SQUATWOLF is a gymwear brand made for athletes who push limits, in and out of the gym. What started in the Middle East has grown into a global movement, with customers in 100+ countries. We’re on a mission to elevate the human experience through high-performance gear that drives strength, progress, and purpose.

As we level up, we’re building a bold, creative team that’s hungry to make an impact. If youre ready to shape the future of gymwear and be part of something powerful, you’re in the right place.

SQUATWOLF.COM

Role Summary

We are looking for a data-driven, growth-obsessed CRM Manager at SQUATWOLF who will play a pivotal role in driving revenue growth for the Ecommerce business across improving customer repeat rate, engagement, and satisfaction through innovative CRM strategies.

The ideal candidate will best utilize the ESP platform to improve the contribution of revenue from existing customers, within a fast-paced retail environment.

Key Responsibilities

1. Data-Driven Insights

• Analyze CRM data to inform strategy, measure success, and identify areas for improvement.
• Define and track key performance indicators (KPIs) for CRM performance (repeat rate, RFM, LTV) plus customer happiness, and loyalty success.

2. Trading CRM Strategy and Execution

• Develop and execute a comprehensive CRM strategy aligned with omni-channel objectives.
• Drive the achievement and continuous improvement of CRM performance metrics (repeat-rate, LTV, orders per orderer).

3. Loyalty Program Management

• (Re)Design and manage a customer loyalty program that enhances repeat rate, engagement and importantly LTV.
• Continuously analyze and improve the program to align with customer needs and business goals.

4. Automation and Personalization

• Design and implement advanced automations using ESP to optimize customer journeys.
• Leverage hyper-segmentation to deliver highly personalized and impactful customer communications.

5. Customer Engagement and Retention

• Develop initiatives to improve customer retention and increase return order rates.
• Partner with designers to produce compelling and effective content for CRM campaigns.
• Drive initiatives to improve Net Promoter Score (NPS) and overall customer satisfaction.

6. Cross-Functional Collaboration

• Lead partnerships with brand, product, customer success, logistics and wider Ecom team to optimize weekly trade actions and ensuring a seamless customer experience across all touch points.
• Act as the key point of contact between the CRM/customer happiness function and other departments.

Qualifications

• Bachelors degree in Marketing, Business Administration, or a related field.
• Proven experience in CRM strategy, customer engagement, and automation.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent leadership and communication abilities, with a track record of managing and developing high-performing teams.
• Proficiency in CRM tools, preferably with hands-on experience in MoEngage or similar platforms.
• Creative aptitude with an understanding of design principles for customer-facing communications.

Experience

• 5–6 years of experience in CRM, marketing automation, retention, or related roles.
• Preference for those that have worked within fast-paced trading retail businesses.
• Demonstrated success in implementing advanced CRM automations that improved customer repeat rate, LTV and percent of business from existing furthers.
• Experience in designing and managing impactful customer loyalty programs that improves the customer repeat rate.
• Proven ability to enhance customer metrics such as NPS and satisfaction scores.