Head of CRM and Loyalty Al Tayer Group Dubai

Al Tayer Group is currently looking for a Head of CRM and Loyalty who will be responsible for delivering the Al Tayer Insignia CRM & Loyalty strategy throughout Retail and Omni portfolios. This role will engage with key stakeholders across commercial and support functions namely Marketing, IT, Digital and Retail to ensure a seamless customer experience within all touchpoints that relate to the ATI vision of delivering a best-in-class Loyalty and CRM program. Through intelligent utilization of data and system optimization this role will be required to execute the program and work towards continuous enhancements based on local and global best practice. This is a senior level full time role. The salary of this role ranges from 20000 AED to 40000 AED, which may be slightly negotiatable during the interview.

Reesponsibilities of Head of CRM and Loyalty

• Set strategic target for the CRM and Loyalty base to support all business divisions.
• Set and deliver KPIs for CRM and Loyalty to ensure continuous growth.
• Manage all CRM applications with strong experience in martech and automation, ensuring systems optimization in line with strategic business needs for CRM and Loyalty systems to provide an effective sales funnel.
• Ability to analyse customer data and strong understanding of customer segmentation.
• Monitor customer behavior through current system availability.
• Streamline customer data under one customer view.
• Consult Marketing with a strategic approach towards the marketing calendar.
• Evaluate customer growth across different markets and customer groups where the business has presence.
• Plan and manage Omni channel marketing campaigns based on data insights.
• Identify and implement innovative solutions to engage with customers across multiple touchpoints.
• Conduct market research to follow trends and competition.
• Participate and facilitate in customer strategy discussions across Al Tayer Group relating to Al Tayer Insignia, including but not limited to discussions with senior stakeholders, committees and quarterly planning sessions etc.

What You’ll Do More?

• Establish the governance of the CRM and Loyalty function within the Customer Experience department.
• Recommend changes to CRM and Loyalty methodology.
• Recommend initiatives to division heads (commercial and support) to drive customer advocacy.
• Build, maintain and optimize the customer journey to enhance the overall customer experience across Al Tayer Insignia for all segments of customers.
• Track marketing metrics and trends, such as conversion rates and web analytics.
• Support promotional campaigns to reach prospective customers.
• Manage all reporting across different stakeholders.
• Manage the development of CRM and Loyalty parameters.
• Provide guidance on processes to follow to achieve a streamlined management.
• Stakeholder management across the business to ensure aligned across initiatives.
• Supervise and manage the analytical processes related to feedback along with the respective generation of insights.
• Support the existing reporting structure and provide best practice guidance to commercial managers to drive better usage of analytics capabilities.
• Manage day-to-day CRM and Loyalty issues as they arise, supporting key stakeholders.
• Oversee technical support and systems training for CRM and Loyalty team to ensure a seamless customer experience.
• Manage the development of the Loyalty Program.
• Enhance systems capability to integrate NPS and Loyalty experiences.
• Define customer acquisition and retention strategies to ensure a best-in-class Loyalty Program for Al Tayer Insignia.
• Monitor and evaluate the strategy road map for the Loyalty Program and NPS.
• Enhance the Loyalty Program positioning with key partners including JV brands.
• Work with Digital Marketing teams to develop loyalty opportunities with affiliates.

Eligibility Requirements

The eligibility requirements for role of a Head of CRM and Loyalty are as under:

• Bachelor or Master’s Degree preferably in a business related discipline.
• 10+ years’ experience related to CRM and/ or customer loyalty.

Skills Desired

• Excellent interpersonal and communication skills.
• Stakeholder management.
• Strong leadership and time management skills.
• Strong analytical and reporting skills.
• Ability to deliver results at a high level.
• Loyalty program experience across Omni channels.
• Strong martech experience and data analytics.

Head Of Digital Marketing Seddiqi Holding Dubai

Cashier Al Tayer Group Dubai