At Grandiose, we are currently seeking a CRM Manager to join our growing Marketing team.
Job Purpose:
This role will own the end-to-end CRM ecosystem including customer lifecycle strategy, loyalty monetization, personalization, automation, campaign planning, and MarTech operations. The ideal candidate should be highly data-driven, commercially strong, and capable of building scalable CRM and loyalty frameworks that drive retention, frequency, customer lifetime value, and incremental revenue.
The role requires strong expertise in CRM platforms such as MoEngage, customer segmentation, loyalty configurations, automation journeys, reporting dashboards, and omnichannel engagement across Email, SMS, WhatsApp, Push Notifications, and App/Web channels.
Key Responsibilities:
CRM & Customer Lifecycle Strategy
- Lead the overall CRM strategy across acquisition, onboarding, engagement, retention, reactivation, and loyalty stages
- Build customer lifecycle frameworks tailored for retail supermarket and food ordering behaviors
- Drive personalization and micro-segmentation strategies based on transactional, behavioral, and category-level insights
- Develop automation-first CRM programs to reduce dependency on manual BAU campaigns
- Identify opportunities to increase customer frequency, basket size, repeat purchase rates, and customer lifetime value
Loyalty Program Strategy & Monetization
- Lead the design, enhancement, and monetization strategy of the loyalty program ecosystem
- Define loyalty framework including:
- Tier structures
- Reward mechanics
- Earning and redemption logic
- Burn strategies
- Offer eligibility rules
- Customer engagement models
- Configure and optimize targeted loyalty offers, cashback, points multipliers, and retention campaigns
- Drive loyalty-led business growth through personalized rewards and customer behavior triggers
- Analyze loyalty performance metrics and continuously optimize engagement and profitability
CRM Campaign Management & Automation
- Own end-to-end campaign planning and execution across CRM channels:
- Email
- SMS
- WhatsApp
- Push Notifications
- In-App/Web Push
- Build and manage automated customer journeys using behavioral triggers, predictive signals, and purchase patterns
- Design category-led, behavior-led, and occasion-based CRM campaigns
- Ensure strong customer communication governance, frequency management, and channel optimization
- Work closely with business teams to align CRM calendars with commercial and marketing priorities
MarTech Stack & Platform Management
- Manage and optimize the CRM and MarTech ecosystem across customer engagement platforms
- Act as the business owner for CRM tools including MoEngage, Netcore, Braze and other similar customer engagement platforms
- Collaborate with product, tech, and analytics teams for platform integrations and customer data flows
- Ensure proper event tracking, customer attributes, audience creation, and automation logic
- Evaluate new MarTech capabilities to improve personalization, automation, and customer intelligence
Data Analytics & Reporting
- Build reporting frameworks and dashboards to monitor CRM and loyalty performance
- Analyze campaign KPIs including:
- Retention
- Repeat purchase
- Frequency
- Conversion
- Incremental revenue
- Engagement
- Loyalty contribution
- Translate customer data into actionable business insights and growth opportunities
- Drive experimentation and A/B testing to continuously improve campaign effectiveness
- Partner with analytics teams to strengthen customer intelligence and predictive segmentation
Cross Functional Collaboration
- Work closely with Marketing, Ecommerce, Operations, Digital, Product, and Technology teams
- Align CRM initiatives with overall commercial and customer growth objectives
- Coordinate with external agencies and technology partners for execution and optimization
- Support leadership with customer insights, CRM planning, and strategic recommendations
Required Qualifications & Experience:
- 8–12+ years of experience in CRM, Customer Lifecycle Management, Loyalty, or MarTech roles
- Strong experience in Retail, FMCG, Q-Commerce, Food Delivery, or Ecommerce industries preferred
- Hands-on expertise in MoEngage or similar CRM automation platforms
- Proven experience in:
Loyalty strategy and monetization
Offer configuration and campaign setup
Customer segmentation
Automation journeys
CRM analytics and reporting
- Strong understanding of omnichannel customer engagement and retention marketing
- Experience managing customer data platforms, analytics tools, and CRM integrations
- Strong analytical mindset with expertise in campaign optimization and performance tracking
- Ability to manage multiple stakeholders and lead CRM initiatives independently
- Excellent communication, strategic thinking, and project management skills
What This Role Offers
- Opportunity to lead CRM and Loyalty transformation for one of the leading retail and food businesses in the UAE
- High ownership role with direct business impact on customer growth and revenue
- Exposure to omnichannel retail, ecommerce, and food commerce ecosystems
- Opportunity to build scalable customer engagement and loyalty capabilities
- Strategic leadership visibility across the organization
