Associate Manager CRM (Consumer)

Job Purpose

Own lifecycle and retention marketing strategy across all 5 markets — growing customer lifetime value through email, SMS, WhatsApp and push, and building the loyalty foundations for a fast-scaling D2C brand. You work as a peer alongside the Growth Manager and Performance Marketing, all reporting directly to the Senior Ecommerce Manager.

Key Responsibilities

• Own email/SMS/WhatsApp/push lifecycle campaign strategy and execution across all 5 markets
• Segment the customer base and design retention and win-back flows
• Design, launches and manages a loyalty/rewards program (as and when introduced)
• Coordinate with the Merch Manager and Performance Marketing to align lifecycle messaging with merchandising strategy and paid campaigns
• Report retention KPIs to the Senior Ecommerce Manager, working closely with the Growth Manager / Data Analyst on data and targets
• Owns retention end to end, including the targets, rather than just reporting on them
• Test and optimize messaging, timing and offers by market and language (EN/AR).
• Brief and review creative from the designers for lifecycle campaigns (email, SMS, push, loyalty assets), keeping every execution aligned to brand theme across EN & AR
• Owns the annual CRM plan and budget

Experience, Qualifications and Skills

• 5-7 years in CRM, lifecycle or retention marketing, ideally in e-commerce/D2C
• Hands-on experience with a CRM or marketing automation platform (e.g. Klaviyo, Clevertap, Moengage, or something similar)
• Comfortable working across both English- and Arabic-language markets (Arabic fluency a strong plus)
• Data-literate - comfortable segmenting customers and reading cohort/retention data to shape campaigns
• Experience designing or running a loyalty program.
• Strong copywriting and campaign execution skills across multiple channels