CRM & Loyalty Specialist

Job Overview

As a CRM & Loyalty Specialist, you are an analytical professional with a proven track record of driving revenue growth and increasing customer retention through targeted communications. You will work closely with the CRM & Loyalty Manager and cross-functional teams to implement engaging, creative, and customer-centric strategies that increase LTV, analyze cohorts, and leverage data for impactful decisions. You will actively execute campaigns, iterate quickly through A/B testing and experimentation, and utilize marketing tools to optimize CRM & Loyalty initiatives. Hands-on experience in planning, launching, and analyzing customer retention campaigns is essential, as is a strong obsession with analytics for both online and offline channels.

Key Responsibilities

Creative Development

• Ideate and assist in developing the CRM & Loyalty campaign calendar in support of the CRM & Loyalty Manager.
• Develop creatives, content, and blogs with creative teams/agencies, managing briefs to campaign execution.
• Coordinate internally for product identification, asset reception, stock checks, briefs, feedback, and approvals with managers, designers, and agencies.
• Create HTML/Email templates, including link creation and UTMs.
• Build content for multiple channels SMS, Email Newsletters, Push Notifications, In-App/In-Web messages, and WhatsApp including copywriting, translation, link creation, and testing.
• Contribute to raising awareness around loyalty programs and key CRM activities by coordinating with product, purchase, social, and e-commerce teams.

Campaign Setup

• Support the execution of the yearly CRM & Loyalty communication calendar by setting up campaigns in coordination with design, product, data, and loyalty partner teams.
• Assist in setting up phased campaign automation, monitoring, and updating campaigns.
• Test and execute campaigns in collaboration with design, product, operations, tech, and data teams.
• Implement, update, and test all triggered and lifecycle campaigns monthly, working closely with the central team and loyalty partners.

Reporting

• Monitor, analyze, and optimize results for all CRM communication activities.
• Develop daily reports using KPIs such as response metrics (opens, clicks, reactivity rate, unsubscribe rate), online conversions, additional revenue, and profitability.
• Use insights from reports to recommend communication best practices.

Administrative & Other Tasks

• Coordinate with vendors for invoices related to loyalty & CRM tasks and submit them to accounts.
• Track and follow up on PO approvals and payments.
• Monitor monthly CRM creative communication and execution actuals vs. budget.
• Assist in resolving loyalty program queries in coordination with operations, IT, loyalty partners, and other departments.
• Support the creation and uploading of CMS pages on-site and in-app to enhance the customer journey, including banners and other assets.

Requirements

• 4+ years of proven experience in Loyalty & CRM.
• Minimum of a master's degree from a reputed and recognized institution.
• Highly creative with a keen eye for detail and precision.
• Strong analytical skills and excellent command of English (Arabic is a plus).
• Hands-on experience with CRM tools (e.g., MoEngage, Clevertap, Hubspot).
• Creative thinker with confidence in leading product initiatives.
• Basic understanding of HTML, AMP, and SQL is a plus.
• Excellent proofreading and copy-editing skills for all forms of communication, including emails, reports, and newsletters.
• Sound understanding of marketing principles and CRM marketing best practices.
• Proficiency with MS Office (Word, Excel, PowerPoint, Publisher) and survey tools (e.g., Google Forms, Typeform).
• Experience with online measurement tools such as Google Analytics, Facebook Insights, etc.
• Ability to work collaboratively, proactively, and effectively as a team member to achieve personal and collective goals within tight deadlines with minimal supervision.
• Self-motivated, well-organized, detail-oriented, and able to prioritize effectively.
• Strong interpersonal and communication skills.

Benefits

• Pet-friendly workplace
• Life and medical insurance
• Employee discounts
• Career growth opportunities
• Fast-paced and dynamic environment