Marketing Manager – Social Media & CVM

POSITION OVERVIEW

We're seeking a strategic Brand & Customer Engagement Manager to lead our brand awareness initiatives and customer relationship strategies. This role focuses on building emotional connections with our customers, driving top-of-funnel awareness, and creating lasting relationships that drive loyalty and lifetime value. Primarily working on creating digital awareness, social presence, influencer partnerships, PR, and customer engagement.

KEY RESPONSIBILITIES

Brand Awareness & Digital Reach

• Develop and execute digital brand awareness campaigns across YouTube, TikTok, Snapchat Discover, Instagram, Facebook, and programmatic display
• Plan upper-funnel campaigns focused on reach, impressions, brand recall, and consideration rather than direct response
• Manage awareness campaign budgets efficiently, optimizing for CPM (Cost Per Mille) and reach metrics
• Collaborate with Performance Marketing team to ensure seamless handoff from awareness to conversion
• Develop creative briefs for awareness campaigns that tell the Homebox brand story in compelling ways
• Monitor brand health metrics: aided/unaided awareness, brand consideration, sentiment, and share of voice
• Conduct brand tracking studies and competitive brand analysis quarterly
• Identify sponsorship opportunities, partnerships, and brand collaborations that elevate Homebox positioning

Social Media Strategy

• Own social media strategy across Instagram, TikTok, Snapchat, Facebook, YouTube, and emerging platforms for all GCC markets
• Create content calendars that bring the brand to life through storytelling, lifestyle, inspiration, home transformation content, and community moments
• Develop storytelling frameworks for different content formats: social posts, blog articles, email campaigns, video scripts
• Drive engagement and community growth: follower acquisition, engagement rate, community sentiment, and brand love
• Manage day-to-day social media operations: content posting, community management, responding to comments/DMs, and crisis management
• Develop platform-specific content strategies that feel native to each channel (Reels, TikToks, Stories, YouTube Shorts, etc.)
• Localize content for different GCC markets considering cultural nuances, language preferences, and local trends
• Implement social listening to monitor brand conversations, sentiment, and emerging trends
• Curate and amplify user-generated content (UGC) to build authentic community connections
• Manage social media calendar around key retail moments: seasonal campaigns, product launches, Ramadan, National Days, etc.

Influencer Marketing & PR

• Develop influencer marketing strategy aligned with brand awareness objectives and authentic storytelling
• Identify, vet, onboard and manage macro/micro/nano influencers as well as Socialites, media celebrities, interior designers etc.
• Manage always-on influencer program: monthly collaborations, product seeding, brand ambassador relationships
• Track influencer ROI: reach, engagement, brand sentiment lift, earned media value (EMV), and traffic contribution
• Organize influencer events, store tours, and exclusive previews to strengthen relationships

Customer Value Management & Loyalty

• Develop customer segmentation strategy based on lifetime value, purchase behavior, engagement level, and demographics.
• Develop SMS and WhatsApp marketing strategy for brand communications, loyalty updates, and customer engagement
• Create segmented messaging campaigns based on customer preferences, purchase history, and engagement patterns
• Create VIP customer programs and experiences for high-value segments
• Implement win-back campaigns for lapsed customers and churned loyalty members
• Optimize send timing, frequency, and content to maximize engagement without message fatigue
• Track messaging KPIs: response rate, uplift, ROAS, unsubscribe rate, conversion contribution
• Track loyalty program KPIs: member growth, active member rate, points redemption, tier upgrades, repeat purchase rate among members
• Conduct customer satisfaction surveys (NPS, CSAT), Mystery Audits and use insights to improve program

QUALIFICATIONS & EXPERIENCE

• 4-5 years of experience in social media, or customer engagement preferably in retail, e-commerce, or lifestyle brands
• Proven track record building brand awareness through social media, influencer marketing, and digital campaigns
• Deep understanding of GCC social media landscape: platform preferences, content trends, cultural nuances, and consumer behaviors across UAE, KSA, Kuwait, Qatar, Oman, Bahrain
• Experience managing influencer partnerships with demonstrated results in reach and brand building
• Customer loyalty program experience: ideally managing or contributing to loyalty strategy and execution
• SMS and WhatsApp marketing experience including campaign management and automation
• Strong brand storytelling skills: ability to translate brand values into compelling narratives across channels
• Analytical mindset: comfortable with social analytics, brand tracking, and customer data analysis
• Excellent communication skills: fluent in English and Arabic (written and verbal)
• Collaborative approach: able to work cross-functionally with creative, retail, and e-commerce teams
• Understanding of performance marketing to enable effective collaboration