CRM & Loyalty Program Manager – GCC (UAE & Qatar)

CRM Strategy & Customer Lifecycle

• Develop and execute CRM strategies across UAE and Qatar markets.
• Build and optimize advanced customer lifecycle journeys including: Welcome flows Abandoned cart flows Browse abandonment Post-purchase journeys Win-back campaigns VIP customer journeys Birthday and anniversary automations Loyalty-triggered communications
• Welcome flows
• Abandoned cart flows
• Browse abandonment
• Post-purchase journeys
• Win-back campaigns
• VIP customer journeys
• Birthday and anniversary automations
• Loyalty-triggered communications
• Create customer segmentation strategies based on: Purchase behavior RFM analysis Customer value Engagement Product/category preferences
• Purchase behavior
• RFM analysis
• Customer value
• Engagement
• Product/category preferences
• Monitor and improve retention, repeat purchase rate, customer lifetime value (LTV), and CRM-driven revenue.

Loyalty Program Management

• Manage and enhance the company loyalty program across online and offline channels.
• Propose and implement new loyalty mechanics including: Tier systems Gamification Referral programs Bonus point campaigns Member-exclusive benefits VIP experiences
• Tier systems
• Gamification
• Referral programs
• Bonus point campaigns
• Member-exclusive benefits
• VIP experiences
• Work closely with E-commerce, Retail, and IT teams to improve loyalty integration and customer experience.
• Analyze loyalty performance and identify opportunities for growth and engagement.

Campaign Management & Content

• Plan and execute CRM calendar aligned with commercial and marketing campaigns.
• Create engaging CRM content for: Email marketing SMS campaigns Push notifications WhatsApp communications
• Email marketing
• SMS campaigns
• Push notifications
• WhatsApp communications
• Ensure all CRM communications follow brand guidelines and localized GCC customer preferences.
• Coordinate with design and marketing teams for campaign assets and execution.

Automation & Technical Management

• Manage CRM platforms and automation tools.
• Build and optimize advanced automated workflows and customer journeys.
• Ensure proper integration between Shopify, CRM systems, loyalty platforms, and customer databases.
• Work closely with IT and developers for CRM-related implementations and troubleshooting.
• Support personalization and recommendation strategies within CRM communications.

Analytics & Reporting

• Track and report CRM KPIs including: Open rate Click-through rate Conversion rate Retention rate Repeat purchase rate Loyalty participation CRM-attributed revenue
• Open rate
• Click-through rate
• Conversion rate
• Retention rate
• Repeat purchase rate
• Loyalty participation
• CRM-attributed revenue
• Conduct A/B testing and optimization for campaigns and automations.
• Provide monthly insights and recommendations based on customer behavior and campaign performance.

Requirements

• Bachelor’s degree in Marketing, Business, E-commerce, or related field.
• from 1 year experience in CRM, retention marketing, or loyalty management.
• Strong experience with Shopify ecosystem is mandatory.
• Experience with CRM and loyalty platforms such as: Klaviyo Yotpo Smile.io Mindbox MoEngage or similar platforms
• Klaviyo
• Yotpo
• Smile.io
• Mindbox
• MoEngage
• or similar platforms
• Strong understanding of customer lifecycle marketing and automation logic.
• Experience in beauty, fashion, retail, or e-commerce industry is preferred.
• Excellent analytical and reporting skills.
• Fluent English speaker is mandatory.
• Strong communication and project management skills.
• Experience managing GCC markets is highly preferred.