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Salary - AED :
20000 / Month
Experience :
6 Years
Benefits :

CRM Lead/Specialist - MS Dynamics

You shall champion and lead the development, execution & continuous refinement of multi-channel consumer relations and the development of programs. The ideal candidate will have a solid background in CRM and marketing strategy and will be the overall owner of Customer Relationship Management. This role requires a high level of synchronization within the broader marketing team and communication channels in each country. This is a key role within the business that will carefully plan the execution of the consumer strategy and execute in an engaging manner within the highest quality standards.


Pre- requisites

  • CRM -MS Dynamics functional implementation in retail industry. At least one or two full lifecycle implementation expertise - mandatory
  • Retail marketing and customer loyalty program analytics knowhow - mandatory


Role Responsibilities:

  • Develop strategies to generate lifetime customer value, retention, churn, loyalty & advocacy programs
  • Work with all business areas to define and agree the CRM platform strategy (Mo- Engage
  • Structure CRM activities with a view of maximizing KPI improvement, ROI & business impact
  • Experience in documentation of functional/solution design and also in system/integration testing for MS Dynamics applications
  • Lead the development of database marketing analytics, segmentation analysis, and other analytical techniques to improve consumer insight, retention and loyalty
  • Ensure that we are prioritizing the right journeys and stories for development at the right time with careful analysis of the benefits that will be derived
  • Manage key vendor relationships and databases, in formulating strategies, execution, asset deliverable management as well as the testing of SMS, emails, among other multi-channel communications
  • Be the 'expert’ when it comes to Mo-Engage Marketing Cloud advising on best practice and identifying solutions in partnership with our strategic partner.
  • Maximize performance of customer lifecycle journeys through testing
  • Develop user guides by documenting how processes in CRM should be performed and kept updated
  • Manage the quality and consistency of data capture across all customer touch points including digital and retail
  • Present monthly reports and analysis
  • Develop customer strategies to improve customer data capture and optimize ATV and CLV.
  • Uphold data governance standards and ensure data is captured consistently and appropriately
  • In charge of the Clientele strategy: targeting / briefs etc.
  • Analytics: monthly reporting by market (demographic & customer behavior customer etc…) & setting up automatic dashboard / report in Service cloud
  • Develop annual budgets and plans for the support and development of the CRM Platform
  • Monthly CRM call with Area manager / Retail director to cover the following topic: data collection / Clienteling KPIS / Segmentation / VIP customers
  • In charge of the VIP customer strategy: segmentation / targeting / monitoring ROI / Gifting strategy
  • CX :in charge of the customer satisfaction in-store (set up survey + monitor feedback + work closely with the retail team to work on the action plan)


Skills, Qualification, and Competencies required to be successful in the role

  • Minimum 5-8 years’ experience in CRM and retail//sales marketing strongly preferred with relevant experience in setting up and developing corporate level CRM programs & campaigns
  • Retail experience is a must
  • Experienced in complete implementation
  • Experience and knowledge of Mo-Engage/ Marketing Cloud CRM
  • Experience in developing and executing CRM strategies
  • Experience with Mo-Engage service cloud advantageous
  • Experience using a wide range of Marketing Cloud modules such as Email studio, Automation studio, Mobile studio, Journey builder, Content builder.
  • Demonstrated experience in working with databases, data analysis, segmentation, and email marketing platforms.
  • Experience in eMail analytics system and excellent excel skills are a must
  • A bachelor’s degree or equivalent in Marketing, IT, BA, Economics or Finance