CRM & Applications Manager

Job Description

CRM & Applications Manager – Hardees
 

Job Purpose

The CRM & Applications Manager is responsible for managing and optimizing Hardee’s owned digital ecosystem across the Middle East, including the mobile application, CRM platforms, and customer engagement initiatives. The role supports Americana Restaurants’ broader customer growth strategy by driving engagement, increasing transactions, and enhancing customer retention and lifetime value through personalized, data-driven marketing and seamless digital experiences. The role also contributes to strengthening Americana’s digital and loyalty capabilities by building scalable CRM programs and enhancing first-party data utilization across markets.

Key Responsibilities

• Own and manage the Hardee’s mobile application across Middle East markets, ensuring strong performance and user experience.
• Drive app downloads, active users, and digital transactions through targeted growth initiatives.
• Develop and execute CRM lifecycle campaigns across acquisition, onboarding, retention, and reactivation stages.
• Utilize CDP and CRM tools to segment audiences and deliver personalized communication.
• Design and implement push notifications, targeted offers, and loyalty initiatives to drive engagement and repeat usage.
• Align app and CRM campaigns with the regional marketing calendar.
• Analyze customer behavior and campaign performance to optimize engagement, conversion, and retention.
• Enhance customer retention, frequency, and lifetime value through data-driven initiatives.
• Collaborate with technology, product, and operations teams to improve app functionality and platform capabilities.
• Work cross-functionally with marketing and analytics teams to ensure effective execution and performance tracking.
• Monitor key KPIs and translate insights into actionable improvements.
• Ensure compliance with brand standards, platform requirements, and data privacy guidelines.

Education and Experience

• Bachelor’s degree in Marketing, Business Administration, Digital Marketing, or a related field.
• 5–7 years of experience in CRM, digital marketing, mobile applications, or customer engagement roles, preferably within QSR, F&B, or retail.
• Proven experience managing mobile apps and CRM platforms, including lifecycle marketing and customer segmentation.
• Experience working with CDP, CRM tools, or marketing automation platforms.
• Strong understanding of customer journeys, loyalty programs, and digital engagement strategies.
• Experience working across multiple markets in the Middle East is preferred.
• Exposure to customer analytics or digital product management is an advantage.
• Experience working with cross-functional teams including technology, product, marketing, and operations.

Skills and Competencies

• Strong stakeholder management and collaboration skills.
• Strategic and data-driven thinking.
• Strong execution focus with attention to detail.
• Customer-centric mindset.
• Effective communication and coordination.
• Ability to manage multiple priorities in a fast-paced environment.
• Adaptable and solution-oriented approach.