About the Role
The role involves assisting in the implementation of CRM automation strategies that align with brand goals and customer lifecycle stages. You will support the development and execution of CRM campaigns across various channels including email, push notifications, in-app messaging, and WhatsApp. Collaboration with brand marketing and performance teams is essential to ensure that CRM activities are aligned with broader marketing strategies and loyalty objectives.
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Key Responsibilities
Strategy
- Assist in implementing CRM automation strategies aligned with brand goals and customer lifecycle stages.
- Support the development and execution of CRM campaigns across email, push, in-app, and WhatsApp.
- Collaborate with brand marketing and performance teams to align CRM activities with marketing calendars and loyalty strategy.
CRM Campaigns
- Help manage the end-to-end CRM campaign process, from planning and segmentation to execution and reporting.
- Prepare detailed execution briefs and functional specs to ensure accurate development across all channels.
- Own the QA process to ensure all campaigns are delivered as per the brief.
- Maintain customer journey maps and assist in building automated workflows to support acquisition, retention, and reactivation.
- Ensure timely and accurate campaign deployment with a focus on personalization and relevance.
Growth
- Drive continuous customer growth through the use of CRM for acquisition, retention, and customer lifetime value.
- Utilize new CRM channels, such as WhatsApp, to diversify engagement opportunities.
- Embed a performance focus and a test & learn culture to analyze and improve on various KPIs such as reach, open rate, click-through rate, conversion, AOV, app installs, order frequency, and customer lifetime value.
- Develop and leverage relationships with external teams, such as Bloomreach, to enhance CRM strategy and delivery.
Data & Reporting
- Assist in generating regular performance reports.
- Provide tactical analysis and actionable insights to inform future CRM strategies.
- Ensure data accuracy and compliance with privacy regulations (e.g., GDPR).
- Monitor CRM KPIs and provide insights to enhance campaign effectiveness.
- Contribute to A/B testing and performance analysis to promote a test-and-learn culture.
- Support the CRM Manager in budget tracking and reporting on campaign ROI.
People
- Coordinate with internal teams (e.g., IT, digital, loyalty, payments) to support CRM initiatives.
- Liaise with external partners to ensure full utilization of platform capabilities.
- Work effectively both independently and as a team player, earning respect and support from colleagues.
- Maintain and develop relationships with all external partners, ensuring alignment with company values.
- Promote a customer-first approach across all marketing activities and create meaningful customer relationships.
Expertise
- Maintain an up-to-date, expert knowledge level in your field, staying informed of industry developments.
- Monitor competitor activity and respond proactively to capitalize on opportunities and mitigate threats.
- Seek new opportunities and provide suggestions for improvements.
- Showcase expertise internally and externally to elevate the CRM Team's profile.
Experience / Competencies Required
Key Skills
- Strong understanding of CRM campaigns, segmentation, and automation for customer retention.
- At least 2 years of experience in eCommerce CRM marketing, handling database sizes of 1M+ members.
- Proficiency in CRM and CDP platforms, tools, and software, e.g., Exponea.
- Thorough understanding of data privacy legislation (e.g., GDPR).
- Expertise in analytical and data tools (e.g., Google Analytics, Adjust, Firebase).
- Analytical mindset with a focus on making fact-based recommendations.
- Excellent understanding of digital KPIs.
- Passion for learning and mastering new technologies.
- Commercial acumen to impact profitability.
- Adaptability and decisiveness in a fast-paced environment.
- Proven ability to build relationships and influence across teams.
- Strong communication skills, both written and spoken.
- Customer-first focus.
Preferred Skills
- Relevant degree or professional qualification.
- Experience in fashion, home furnishing, or beauty industries.
- Familiarity with MENA markets.
- Fluency in spoken and written Arabic.
- Experience with statistical programming languages (R, Python, SQL) for data manipulation.
- Coding skills in various languages (C, C++, Java, JavaScript).
- Knowledge of statistical and data mining techniques.
- Experience in creating and utilizing machine learning algorithms and statistical modeling.
