CRM and CX Manager - TRYANO & SAKS

Job Description

• Responsible for the omnichannel CRM strategy for Tryano and Saks Fifth Avenue brands, ensuring customers are effectively nurtured across their lifecycle
• Accountable for Email, SMS, and Push channels, working with Group CRM and E-commerce to optimise processes and technologies
• Design new journeys and optimise existing journeys that drive action both in-store and online and activate the contactable base across their lifecycle
• Own the Customer Growth Plan in collaboration with the Finance Manager, responsible for monitoring Customer KPIs and leading a cross-functional team to drive action in support of the plan focusing primarily on Customer Retention
• Manage customer insight requests with the Group CRM team to ensure the wider business is using data to drive decision making
• Drive action on key data insights relating to customer behaviour to see tangible results across channels
• Responsible for growth of the contactable database, working with store teams to ensure quality data collection at POS and implementing new data collection strategies
• Interface with the Groups loyalty programme, to drive customer adoption and collaborate on targeted and mass promotions and experiences for members
• Act as Customer consultant within the High-Value Customer programme, identifying opportunities to retain and nurture high net worth clients through exclusive experiences, services, and pampering
• Identify strategic 3rd parties to partner with to support targeted acquisition, and manage existing partnerships across all customer touchpoints
• Drive the Customer Experience plan for the business, bringing together a cross-functional group to improve CX maturity
• Work to ensure the wider business has customer-centricity at the heart by driving adoption of the brands Customer Personas, providing toolkits to teams, and instilling them in Marketing Campaign processes

What youll need to succeed

• Proven experience managing CRM in Omnichannel business,preferably on Loyalty Programmes or luxury retail having performed digital customer acquisition, re-engagement and retention strategies.
• Experience leveraging data insights to improve Customer Experience
• Experienced in executing CRM campaigns on platforms such as Salesforce Marketing Cloud, Braze, Mailchimp and/or similar CRM platforms.
• A Strong understanding of coding and experience with HTML5, Javascript, Database structure, fluid emails with spam safe html coding and CSS3. API knowledge is plus.
• Experienced and confident in working with and managing third-party agencies.
• Technologically savvy and comfortable learning and using various digital tools and platforms.
• Advanced level of computer literacy, such as Microsoft Office and particularly in Excel.
• Experience using analytics tools such as Google Analytics, and built-in tools within CRM Communication platforms.
• Experience in working with Content and/or Campaign Management Systems.
• Excellent communication skills both verbal and written. Arabic a plus!
• Ability to manage, organise and prioritise multiple projects.
• Excellent team player with interpersonal skills.
• Accurate, systematic and methodical.
• Self-motivated, driven and with a desire to achieve results.
• Ability to deliver within tight deadlines.

What we can offer youWith us,you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employeediscounts. To view all our perks and benefits,We Invite All Applicants to ApplyIt Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.

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About Company

INSPIRE | EXHILARATE | DELIGHT For over six decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. The Group, in its endeavour to excel as a hybrid retailer, has reinforced its distribution and marketing services with a portfolio of eight owned brands and over 300 international brands in the luxury, beauty, fashion, and art de vivre categories. More recently, the Group expanded its expertise into new categories of luxury watches, jewellery, and eyewear. Every step at Chalhoub Group is taken with the customer at heart. Be it constantly reinventing itself or focusing on innovation to provide luxury experiences at over 750+ experiential retail stores, online and through mobile apps, each touch point leads to delighting the customer. Today, Chalhoub Group stands for 14,000 skilled and talented professionals across seven countries, whose cohesive efforts have resulted in the Group being ranked third in the Middle East and first in Saudi Arabia as a Great Place to Work?. To keep the innovation journey going, the Group has set up The Greenhouse, which is not just an innovation hub, but also an incubator space and accelerator for start-ups and small businesses in the region and internationally. This is just one of the several initiatives taken by the Group to reinvent itself, catalysed by forward thinking and future-proofing. The Group has also been embedding sustainability at the core of its business strategy with a clear commitment towards people, partners and the planet, and by being a member of the United Nations Global Compact Community and signatory of the Womens Empowerment Principles. CRM & CXManager At Chalhoub we come together to explore possibilities. As a CRM & CX Manager for TRYANO and SAKS,you will beresponsible for the brands Customer Lifecycle management from quality acquisition to the retention of clients. As well as owning all CRM channels, you will beresponsible for driving the customer growth plan to hit commercial targets and interfacing cross-group, to bring the Groups loyalty programme to life within the brands. You will also be key in delivering on the brands promise of Customer Experience at the Heart, working across channels to ensure our services, stores and online journeys offer excellent experience whilst driving a customer-centric mindset in everything they do.