CRM & Loyalty Manager

About This Role

About the Role:

We are seeking a data-driven and customer-obsessed Loyalty & CRM Manager to take full ownership of our loyalty platform and customer segmentation strategies. You will be responsible for creating impactful campaigns that deepen engagement, drive repeat purchases, and maximize customer lifetime value across our retail and eCommerce channels. This role is perfect for someone who understands the behavioral patterns of gamers and collectors, and knows how to create meaningful and exciting brand connections.

Key Responsibilities:

1. Loyalty Program Management

• Manage and enhance the loyalty program, ensuring ongoing success and growth.
• Design personalized journeys, rewards, and retention strategies that keep users engaged and active.
• Monitor points accrual/redemption rates and identify gaps in engagement.
• Launch exclusive perks, product access, and early previews to increase customer retention and satisfaction.

2. Campaign Planning & Execution

• Build and execute CRM and loyalty campaigns aligned with the marketing calendar, product launches, and retail priorities.
• Develop targeting logic for dynamic segments based on shopping behavior and product interaction.
• Run seasonal promotions, reactivation campaigns, and loyalty engagement initiatives.
• A/B test creatives, CTAs, and rewards to determine optimal performance.

3. Platform Management & Automation

• Operate and optimize campaigns within CRM platforms such as MoEngage, Salesforce Marketing Cloud, Braze, Klaviyo, HubSpot, or Emarsys.
• Segment audiences using behavioral, transactional, and loyalty data.
• Set up automation flows for onboarding, repurchase nudges, win-back strategies, and milestone achievements.
• Work with tech/data teams to ensure CRM integrations and customer data flows are accurate and scalable.

4. Data & Reporting

• Build dashboards and track key KPIs: repeat rate, engagement metrics, customer lifetime value, redemption activity, and churn trends.
• Analyze campaign results and continuously refine future targeting and messaging.
• Provide monthly reports to leadership with actionable insights and recommendations.

5. Customer-Centric Brand Building

• Develop limited-edition and surprise-and-delight campaigns to reward loyal shoppers.
• Collaborate with merchandising and product teams to offer exclusives, collectibles, or early access drops.
• Support omnichannel initiatives that connect retail, e-commerce, and loyalty experience into a single cohesive journey.

Key Qualifications:

• 3–5 years of experience in CRM and loyalty marketing, preferably in retail or consumer digital platforms.
• Hands-on experience with platforms such as MoEngage, Salesforce Marketing Cloud, Braze, Klaviyo, HubSpot, Emarsys, or similar.
• Strong understanding of segmentation, RFM models, campaign management, and automation.
• Familiarity with gaming and pop culture trends, fandom communities, and product cycles is a strong advantage.

Preferred Skills:

• Highly analytical with proficiency in Excel, CRM dashboards, and campaign tracking tools.
• Collaborative team player with cross-functional communication skills.
• Strategic mindset with a roll-up-your-sleeves execution style.
• Creative and customer-obsessed approach to problem solving.

Pay: AED15,000.00 - AED18,000.00 per month

Application Question(s):

• Which CRM and loyalty platforms are you currently using? Name it
• How do you drive revenue growth through CRM and loyalty initiatives across both digital and in-store channels?
• Are you Ok with the salary mentioned in the Job post?

Experience:

• CRM & Loyalty: 4 years (Required)
• CDEP: 3 years (Required)

Work Location: In person