CRM manager dubai

Job Description

Manager ­ CRM			60.CP.0401
Marketing
Position		Business Unit	Corporate Fashion
		Department	Marketing
		Reports to	Corporate: Chief Retail Operations Officer / KSA:
			Brand Head

Job Purpose

Key Accountabilites

To identify and be aware of customer needs and desires, outlining the specific areas that lead to greater customer satisfaction in order to increase loyalty, sales and customer repeat rate

Operational

Establish the road map for the optimum fulfillment of the CRM software for the development of the brands, identifying key factors by collecting information regarding customer profiles

Optimize the campaign expenditure without exceeding the budget as well as hold back execution of bulk campaigns and run targeted promotion campaigns Collect and gather company analytics, internally and externally, and use this information to determine trends and develop future action plans

Increase the customer repeat rate based on the outlined percentage every quarter as compared to the same period in the previous year while knowing the global repeat rate

Maintain company's promotion driven strategy through loyalty programs such as reward/ privilege cards

Focus on social media organic growth by enhancing on advertising and promotion strategies through various social media platforms, digital marketing and increasing number of yearly followers

Create and manage the customer relationship campaign calendar to ensure there is regular and engaging communication with the customer

Actively engage in customer acquisition and retention through new methods that will further increase the customer base

Utilize customer data in a strategic manner providing insights and develop programs that will distinguish between highly loyal, potentially loyal and non loyal customers Gain an understanding of the target audience and profitable segments and use this information to drive and participate in the development and optimization of the customer experience

Provide feedback on the implementation of marketing campaigns and customer satisfaction initiatives across different parts of the business

Inspect and control the Reward points manipulation, report and take the required actions

Conducting regular store visits to obtain the customers staff and customer feedback

People Management

https://bma.knct.consulting/print/290/                                                                                                                                                                                    1/2

5/3/2017                                                                                                          Manager ­ CRM

Coach and guide team members on planning, leading and implementing effective CRM strategies

Review teams performance periodically and plan their systematic development in the role

Encourage creativity and innovation among teams operating on various media platforms, looking for unique ways to differentiate the brand and increase loyalty

Communication and Interface

Qualification and Experience

Product and Process Improvement

Develop interactive platforms wherein effective customer feedback can be obtained to further improve business strategies

Internal                                                                            Frequency

Head ­ Sales and Markeing                                        Weekly

CRM Officer                                                                   Daily

Senior Manager ­ Marketing                                       As required

Marketing Officer                                                          As required

Chief Retail Operations Officer / Brand                    Weekly

Head

IT Department                                                               As required

External                                                                          Frequency

Public Relation Agencies                                            As required

Advertising Agencies                                                   As required

Customers                                                                     As required

Education and Certification

Bachelors Degree in Business Management or Marketing Post Graduate degree in similar field preferred

Knowledge and Skills

Proficiency in using Microsoft Office

Customer Service Orientation

Creative Thinking and Analytical Skills

Strong Interpersonal and People Management Skills

Knowledgeable on various social media application and software

Experience

Minimum 7 to 8 years’ experience in the retail industry with a focus on Marketing and Customer Loyalty

Have a complete understanding of the utilization of various media platforms

Competencies	Core	Level
	Customer Focused	Proficient
	Passion For Excellence	Proficient
	Teamwork	Proficient
	Communication and Transparency	Proficient
	Leadership	Level
	Strategic Orientation	Proficient
	Decision Making	Proficient
	Influencing and Persuading	Proficient