Lead CRM Officer

The CRM Lead Promotions Officer works within and supports the CRM Promotions team and all CRM promotions activity within the Performance Marketing & Online team to positively impact the Alshaya business and customer experience.

Working with the CRM Promotions Manager and team, this role has responsibility for the for the management of all CRM/Loyalty promotions both Online & Offline, including the delivery of campaigns as part of trading, the development of strategy and use of CRM database segmentation/orchestration using different tools like Exponea (Bloomreach), Adjust, GCP etc.

This role:

• Works within the CRM Promotions team, reporting to the CRM Promotions Manager, inside the CRM team.
• Is jointly responsible for the management, development and performance of CRM Promotions and CRM channels.
• Focus on optimizing customer lifecycle strategy to increase the Customer Engagement and the CTLV
• Is responsible for the management of marketing budgets (franchise costs) via the use of SMS and other costs to help deliver overall brand and business ROI targets.
• Works seamlessly with the CRM Promotions team and CRM Automations team for the delivery of the overall CRM strategy.
• Works seamlessly with the Performance team, Digital Marketing team and brand teams to deliver the business plans.
• Works closely with the central Data team to continuously improve our visibility and use of omni-channel customer data across the business.

Works closely with the Brand Planning & Strategy team and brand teams to deliver a full-funnel and omni-channel customer experience and grow the business.

Key Skills

• Strong understanding of how to use CRM campaigns, segmentation and automation to increase customer retention.
• At least 2 years in eCommerce CRM marketing, working on CRM campaigns marketing, with database sizes of 1M+ members / leads / customer.
• Experience of using specialist CRM and CDP platforms, tools and software packages eg. Exponea
• Thorough understanding of all data privacy related legislation (e.g. DSR, GDPR etc.)
• Expertise with enterprise web analytical and data tools (e.g. Google Analytics, Adjust, Firebase, Magento etc.)
• Analytical and numbers driven, able to make fact-based recommendations from complex data and turn insight into action.
• Excellent understanding of all digital KPIs controlling performance.
• Passion to learn and master new technologies and techniques.
• Good commercial acumen and awareness of how to affect profit from any given activity.
• Ability to react to change and make smart, fast decisions.
• Ability to build relationships and to influence across teams and career levels.
• Good communication skills, both written and spoken.
• Good presentation skills and the ability to show complex issues in an engaging way.
• Confident self-starter and organised project manager with the ability to prioritize, multi-task and stay calm under pressure.
• Strong, motivational leader and team player.
• Customer first focus