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

Компания "Л'Этуаль"

We are looking for an experienced CRM & Loyalty Program Manager to lead customer retention, loyalty, and lifecycle marketing initiatives across UAE and Qatar. The role will be responsible for developing advanced CRM strategies, customer journeys, loyalty program enhancements, and omnichannel customer engagement to increase retention, frequency, customer lifetime value, and overall brand loyalty.

The ideal candidate should have strong experience in Shopify ecosystem, CRM automation platforms, customer segmentation, and loyalty program management within retail, beauty, fashion, or related industries (Online + offline)

Key Responsibilities

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
• Create customer segmentation strategies based on:
  • 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
• 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
• 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
• 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
• 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.