CRM and Loyalty Manager

Note: This is a onsite full time job in Sharjah, UAE and requires relocation to the UAE.

Job Purpose

As a CRM and Loyalty Manager for KFC brand, you will be responsible for developing and executing customer relationship management (CRM) strategies and loyalty programs to enhance customer engagement, retention, and satisfaction. You will play a crucial role in leveraging customer data and insights to design personalized marketing campaigns and initiatives that drive customer loyalty and maximize revenue opportunities.

Key Responsibilities

• Develop and implement CRM strategies and initiatives to enhance customer acquisition, retention, and loyalty
• Design and execute personalized marketing campaigns and communications across various channels (email, SMS, social media, etc.), define creative objectives based on insights and learnings

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• Utilize customer segmentation and targeting strategies to deliver relevant and timely offers, promotions, and incentives to customers
• Attention to details is an absolute must in this role, create a maker-checker process to ensure error free executions
• Monitor and analyze customer data and behavior to identify trends, opportunities, and areas for improvement
• Manage loyalty program rollout and adoption across markets, develop incentivization strategy and drive customer engagement, repeat purchases, and referrals
• Monitor and report on key performance indicators (KPIs) related to customer engagement, retention, and loyalty, providing regular updates to management and stakeholders
• Collaborate with cross-functional teams, including market teams, agencies and customer service to align CRM initiatives and ensure a consistent customer experience across touchpoints
• Conduct A/B testing and performance analysis to measure the effectiveness of CRM initiatives and loyalty programs, and provide recommendations for optimization
• Ensure compliance with data privacy regulations and best practices in customer data management and communication

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Education & Experience

• Bachelor's degree in marketing, Business, Data Analytics, or related field. A master's degree is preferred .
• 5+ years of hands-on experience in in CRM and loyalty management, preferably in a similar industry or sector.
• Arabic proficiency will be a plus.
• Proficiency in analytics tools (e.g., Google Analytics, SQL)
• Strong understanding of CRM principles, customer lifecycle management, and loyalty program strategies

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• Proficiency in CRM platforms and tools, such as Clevertap, Moengage, Cheetah or similar systems
• Experience with loyalty program management platforms and analytics tools
• Solid analytical and problem-solving skills, with the ability to leverage customer data and insights to drive decision-making and strategy
• Strong project management skills, with the ability to manage multiple initiatives and deliver results within deadlines
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and communicate complex concepts to stakeholders
• Results-oriented mindset with a focus on driving measurable outcomes and ROI
• Detail-oriented with strong organizational skills and the ability to prioritize tasks effectively
• Knowledge of data privacy regulations, such as GDPR or CCPA, and their implications for CRM and customer data management