Loyalty Program Manager

Job Purpose:

The CRM Program Manager is responsible for implementing and managing a formal CRM and database marketing program that focuses on leveraging the company’s data asset and increasing ROI on marketing spend through customer segmentation, data hygiene, and acquisition of new customer prospects.

Functional Accountabilities:

• Ensuring CRM platform architecture works seamlessly, and it captures all required information at key points in the customer life cycle.
• Customer Journey mapping analyzing touch points with the organization and maximizing commercial opportunities.
• Ensuring the database is segmented effectively for targeted marketing activities.
• Establish processes to ensure the quality of our data i.e. customer data is refreshed
• Issue high-quality creative briefs for the agency to work from
• Overseeing direct communications with customers through the CRM (email, SMS, etc) and analysis and reporting on campaigns effectiveness in terms of traffic, acquisition, conversion, retention, and revenue
• Create and manage program membership features benefits and partner to deliver a full ecosystem of rewards to keep members engaged throughout the customer life cycle
• Create and approve customer list selection for targeted and personalization campaigns
• Manage the production of online marketing materials, for example, e-newsletters, digital media, and more.
• Manage the loyalty program logistics, POS material, flyers, brochures, letterheads, vouchers, gift cards, and other touchpoints.
• Manage the loyalty program touchpoints including loyalty engine, loyalty portal, mobile apps, and web in coordination with different teams and stakeholders IT Omni channel and external vendors
• Work closely with multi-stakeholders in marketing, commercial, ops, IT, supply chain, audit, legal, and procurement to ensure campaigns are fully integrated and aligned on expected execution across all touchpoints.
• Define and set standard reports for CRM

Other duties as may be assigned:
• People (where applicable) Recruit, manage, develop, promote, and structure the department and manage the team through clear and measurable objectives.
• Provide annual performance reviews
• Manage System and Data Integration between CRM system and other systems in coordination with different teams and stakeholders IT Omni channel and external vendors

Education:

• University Graduate
• Bilingual (English & Arabic, Written & Spoken)

Experience, Skills & Competencies (Preferably)

• 2 - 4 years in marketing/campaign management
• 3 - 5 years in data analytics