CRM SPECIALIST - BAHRAINIS ONLY

Job Purpose

The CRM Specialist is responsible for managing the brand’s customer database to drive loyalty, retention and sales growth. You will leverage data insights to create personalized "white-glove" experiences for high-net-worth individuals (HNWIs), ensuring that every client interaction reflects the heritage and excellence of Devji Aurum.

Key Responsibilities

· Database Management: Oversee the integrity and cleanliness of the CRM system (e.g. proprietary retail system). Ensure accurate entry of client profiles, purchase history and preferences.

· Customer Segmentation: Categorize clients based on purchasing behavior (RFM analysis), preferences (Gold, Diamonds etc.) and lifecycle stage to enable targeted marketing campaigns.

· Loyalty & Retention: Develop and execute VIP loyalty programs, ensuring top-tier clients receive exclusive previews, birthday/anniversary acknowledgments and private viewing invitations.

· Campaign Execution: Collaborate with the Marketing team to deploy personalized email, SMS and WhatsApp marketing campaigns that drive footfall to showrooms.

· Sales Enablement: Provide sales associates with actionable clientele insights notifying them when a regular client is due for a visit or when a new piece matches a client's specific taste.

· Analytics & Reporting: Track and report on CRM KPIs, including customer acquisition cost (CAC), retention rates and the ROI of specific marketing activations.

· Cross-Functional Collaboration: Act as the bridge between the IT department (for technical system updates) and the boutique managers (for on-the-ground data collection).

Requirements & Qualifications

• Experience: 3–5 years in a CRM or Database Marketing role, preferably within the Luxury Retail, Jewelry or Hospitality sectors.
• Education: Bachelor’s degree in Marketing, Business Administration or Information Technology.
• Technical Skills: Proficiency in CRM software (Salesforce, Microsoft Dynamics, or similar).
• Advanced Excel skills (Pivot tables, VLOOKUPs) for data analysis.
• Experience with marketing automation tools.
• Soft Skills: Exceptional attention to detail (essential for handling high-value client data).
• An understanding of the luxury "customer journey."
• Strong communication skills in English (Arabic is a significant advantage)

Job Type: Full-time