CRM & Loyalty Program Manager

Job Summary:

As a CRM and Loyalty Program Manager, you will be responsible for leading the development and execution of customer relationship management strategies and loyalty initiatives across our luxury fashion and hospitality portfolio. In this role you will drive customer acquisition, retention, engagement, and lifetime value through data-driven insights, personalized experiences, and premium loyalty programs aligned with the brand’s luxury positioning.

Job Responsibilities:

CRM Strategy & Customer Lifecycle Management

• Develop and implement CRM strategies to enhance customer acquisition, retention, and lifetime value.
• Design customer lifecycle journeys across fashion retail and hospitality touchpoints.
• Build segmentation strategies based on behavior, purchase history, and customer preferences.
• Drive personalized communication strategies across email, SMS, WhatsApp, and digital platforms.
• Ensure a seamless omnichannel customer experience across stores, e-commerce, and hospitality outlets.

Loyalty Program Development & Management

• Design, launch, and manage tiered loyalty programs aligned with luxury brand standards.
• Develop reward structures, VIP benefits, experiential incentives, and exclusive member privileges.
• Monitor program performance including member acquisition, engagement, redemption rates, and ROI.
• Continuously optimize loyalty offerings to increase repeat purchases and cross-category engagement.
• Collaborate with retail and hospitality teams to integrate loyalty benefits across both sectors.

Data Analytics & Insights

• Analyze customer data to identify trends, buying patterns, churn risks, and upsell opportunities.
• Develop dashboards and performance reports for senior management.
• Track KPIs including CLV (Customer Lifetime Value), retention rate, repeat purchase rate, and campaign performance.
• Ensure data accuracy, compliance, and governance in CRM systems.

Campaign Management & Personalization

• Plan and execute targeted CRM campaigns including product launches, private sales, events, and hospitality experiences.
• Implement automated workflows and triggered communications (birthday, anniversary, reactivation, VIP invites).
• Work closely with creative and digital teams to ensure brand-aligned communication.

Technology & Systems Management

• Manage CRM platforms and loyalty management systems.
• Coordinate with IT and external vendors for system enhancements and integrations.
• Ensure CRM integration with POS, e-commerce, and reservation systems.
• Maintain compliance with data protection regulations.

Cross-Functional Collaboration

• Partner with retail store managers and hospitality teams to enhance member experience at physical touchpoints.
• Train store and front-office teams on loyalty program benefits and customer engagement best practices.
• Align CRM initiatives with overall marketing campaigns and brand strategy.

Qualifications & Experience:

• Bachelor’s degree in Marketing, Business Administration, or related field (MBA preferred).
• 8 – 10 years of experience in CRM, loyalty programs, or customer marketing within luxury retail, fashion, or hospitality.

Knowledge & Skills:

• Strong experience with CRM platforms (e.g., Salesforce, SAP CRM, HubSpot, or similar).
• Experience designing premium/VIP loyalty programs.
• Strong analytical skills with ability to interpret customer data and translate into strategy.
• Strategic thinking with strong execution capability.
• Data-driven decision making.
• Strong understanding of luxury consumer behavior.
• Exceptional stakeholder management skills.
• Detail-oriented with strong organizational skills.
• Customer-first mindset with brand sensitivity.

Job Types: Full-time, Permanent

Application Question(s):

• Where are you currently located?
• What is your current monthly salary in AED?
• What is your expected monthly salary in AED?
• What is your notice period in days?