Senior Manager CRM Data And Loyalty

About Us

Maritime & Mercantile International (MMI) and Emirates Leisure Retail (ELR), subsidiaries of the Emirates Group, are industry leaders committed to world-class service and exceptional customer experiences. MMI is a global powerhouse in beverage distribution and retail, serving 30+ countries. As a trusted supplier of premium beverages, MMI offers an extensive selection of fine wines, spirits, and specialty drinks through its vast network. ELR operates over 300 outlets worldwide featuring renowned brands like Costa Coffee and Pret A Manger.

Job Purpose

Emirates Leisure Retail and MMI Group are seeking an experienced Senior CRM Manager to lead the strategic development and execution of our CRM and Loyalty programmes across the region. This is a key leadership role, focused on delivering innovative, data-driven customer strategies that drive retention, engagement, and long-term value.

Key Responsibilities

• Lead the end-to-end strategy, development, and execution of CRM and loyalty initiatives across MMI & ELR.
• Define and implement a comprehensive CRM roadmap encompassing data, processes, technology, and people.
• Oversee the evolution of loyalty programs aligned with brand and business objectives.
• Identify and implement scalable CRM technology solutions to support innovation and growth.
• Mentor and lead a high-performing team including CRM analysts, data scientists, and product owners.
• Use data analytics and segmentation models to inform strategy, including churn prediction, customer lifetime value, and purchasing behaviours.
• Design and optimize personalized, automated communication journeys across the customer lifecycle.
• Collaborate cross-functionally with Marketing, Category, and Brand teams to ensure alignment with commercial goals.
• Maintain and enhance CRM and loyalty data infrastructure and ensure data quality and governance.
• Leverage tools such as Google Analytics, SQL, and Power BI to monitor performance and deliver actionable insights.
• Drive measurable improvements in customer retention, engagement, and revenue across touchpoints.

Required Skills

• Minimum 5 years of progressive, hands-on experience in CRM and Loyalty program management, driving customer acquisition and retention strategies.
• Minimum 3 years of proven leadership experience, successfully managing and developing high-performing teams.
• Mastery of customer data, market research, and personalization
• Commercial and strategic mindset, with experience leading product roadmaps
• Proven ability to build CRM tech stacks and cross-functional team collaboration
• Sharp eye for trends, customer behavior, and performance analytics
• Agile mindset, proactive, and results-focused
• A deep passion for elevating CX across every touchpoint

Desirable Skills

• Experience with CRM platforms such as Insider, Braze, Clevertap etc.

What we offer

Join a team of experienced professionals who are experts in the industry. We want to create memories and provide an exceptional experience to every customer on every visit. Thats why were passionate about offering a wide variety of delicious and high-quality products. We’re committed to sustainable practices, reducing our environmental impact, and giving back to the communities that we operate in. Were committed to putting our people first by creating a positive and supportive work environment where everyone feels valued and respected.

How to apply

Click on the Apply button to join our team.