Head of CRM & Loyalty

Job Description

What You’ll Be Doing

Functional Roles & Responsibilities 

• Set strategic target for the CRM and Loyalty base to support all business divisions

• Set and deliver KPIs for CRM and Loyalty to ensure continuous growth

• Manage all CRM applications with strong experience in martech and automation, ensuring

• systems optimization in line with strategic business needs for CRM and Loyalty systems to

• provide an effective sales funnel

• Ability to analyse customer data and strong understanding of customer segmentation.

• Monitor customer behaviour through current system availability

• Streamline customer data under one customer view

• Consult Marketing with a strategic approach towards the marketing calendar

• Evaluate customer growth across different markets and customer groups where the

• business has presence

• Plan and manage Omni channel marketing campaigns based on data insights

• Identify and implement innovative solutions to engage with customers across multiple

• touchpoints

• Conduct market research to follow trends and competition

• Participate and facilitate in customer strategy discussions across Al Tayer Group relating to

• Al Tayer Insignia, including but not limited to discussions with senior stakeholders,

• committees and quarterly planning sessions etc.

• Establish the governance of the CRM and Loyalty function within the Customer Experience

• department

• Recommend changes to CRM and Loyalty methodology

• Recommend initiatives to division heads (commercial and support) to drive customer

• advocacy

• Build, maintain and optimize the customer journey to enhance the overall customer

• experience across Al Tayer Insignia for all segments of customers

• Track marketing metrics and trends, such as conversion rates and web analytics

• Support promotional campaigns to reach prospective customers

• Manage all reporting across different stakeholders

• Manage the development of CRM and Loyalty parameters

• Provide guidance on processes to follow to achieve a streamlined management

• stakeholder management across the business to ensure aligned across initiatives

• Supervise and manage the analytical processes related to feedback along with the

• respective generation of insights

• Support the existing reporting structure and provide best practice guidance to commercial

• managers to drive better usage of analytics capabilities

• Manage day-to-day CRM and Loyalty issues as they arise, supporting key stakeholders

• Oversee technical support and systems training for CRM and Loyalty team to ensure a

• seamless customer experience

• Manage the development of the Loyalty Program

• Enhance systems capability to integrate NPS and Loyalty experiences

• Define customer acquisition and retention strategies to ensure a best-in-class Loyalty

• Program for Al Tayer Insignia

• Monitor and evaluate the strategy road map for the Loyalty Program and NPS

• Enhance the Loyalty Program positioning with key partners including JV brands

• Work with Digital Marketing teams to develop loyalty opportunities with affiliates

quirements

About You

Education/Certification and Continued Education

Bachelor’s or master’s Degree preferably in a business related discipline

Years of Experience

10+ years’ experience related to CRM and/ or customer loyalty

Knowledge and Skills

• Excellent interpersonal and communication skills
• Stakeholder management
• Strong leadership and time management skills
• Strong analytical and reporting skills
• Ability to deliver results at a high level
• Loyalty program experience across Omni channels
• Strong martech experience and data analytics