CRM Program Manager

Al Tayer Insignia | CRM Manager

About Us

As a leader in luxury retail in the Middle East, Al Tayer Group's retail division, Al Tayer Insignia, hosts a portfolio of some of the world’s best luxury brands in the fashion, jewellery, home, and department store categories. Complementing its position in luxury retail, Al Tayer Insignia has also built new frontiers in lifestyle retail, representing leading brands in the Beauty, Home, Fashion and Hospitality sectors. Our brands include Bloomingdales, Harvey Nichols, Armani and newly added Gymshark and The White Company, to name just a few!

About The Role

We are looking for an enthusiastic and experienced CRM Trade Manager who will be responsible for executing and planning customer-centric multi-channel marketing campaigns. They will do so by leveraging CRM insights, technology and best practice. The role will play a crucial role in developing and shaping CRM acquisition & retention strategy while driving performance and engagement within various customer segments to ultimately drive an uplift in key performance KPIs within various Al Tayer Insignia portfolios of brands.

What You’ll Be Doing

Strategic Roles and Responsibilities

• Work closely with merchandising, planning & trade teams while identifying key trading opportunities within various customer segments.

• Management of the day-to-day production of multi-channel comms. Scoping the initial requirements and briefing the creative and content teams, through to audience building and deployment of the comms and the granular reporting which is shared with all activity stakeholders.

• Creation of an integrated communications plan using a mixture of marketing channels where appropriate: Email, SMS, Push, Whats APP.

• Deep dive into customer, campaign and channel data, identifying opportunities to target new customer segments to drive a desired behaviour and to inform and evolve the direction of the trade strategy.

• Ensure timely delivery of daily BAU campaigns.

• Plan dynamic content optimisation within email campaigns to drive better engagement and marketing efficiency.

• Facilitate weekly & monthly reporting, acting to monitor and hit forecasted revenue. Engagement and database KPI’s

• Ownership of test and learn strategy to optimize the comms effectiveness; feeding all insights gained from the analysis of the result back in to create a continuous process of testing and refinement

• Lead cross-functional projects; assessing workloads, judging areas of risk and gauging progress to ensure that objectives and deadlines are met.

• Continuously work on CRM innovation and new ways how to contact customers within the existent customer base.

• Plan and execute new automated journeys which will drive product personalization and will result in increased customer conversion.

• Ownership of daily campaign segmentation strategy which will result in positive uplift across various KPIs.

Functional Roles and Responsibilities

• Ownership of CRM budget and forecasting and adherance to budget and forecasting processes

• Forecasting of volumes, engagement, revenue and traffic

• Regular weekly reporting and results analysis

• QA/testing, deployment and post campaign analysis and evaluation

• Campaign deployment and execution

People Management Roles and Responsibilities

• Manage the team, while building a clear development roadmap for them based on objectives that both stretch and compliment their knowledge.

• Regular development reviews and performance appraisals

• Target and KPI setting based on business requirements

About You

• 5-7 years of relevant experience in CRM within a luxury retail business

• 2-3 years of managerial experience.

• PowerPoint, Excel, Microsoft suite

• ESP experience preferably Salesforce

• Experience in automated journeys/programs mapping.

• Knowledge in HMTL