CRM Executive & Customer Insights | Retail | M&S | UAE

CRM Executive & Customer Insights | Retail | M&S | UAE

Job Requisition

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands.

Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity;
Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

The CRM & Customer Insights Specialist supports the brand's omnichannel journey, enhancing both online and offline channels via targeted communications. This role is pivotal in developing and executing customer retention campaigns, driving loyalty and personalized experiences, while generating actionable insights from customer data. It encompasses managing email, SMS, Whats App, push messages, and member clubs across the MENA region to drive revenue growth.

The specialist also oversees brand loyalty programs by analyzing customer behavior and coordinating cross‑channel campaigns to improve customer experience. Additional responsibilities include in‑depth customer insights research aimed at facilitating growth and strategic business decisions.

• Develop and execute CRM and loyalty campaigns across omnichannel platforms, including email, SMS, Whats App, and push notifications.
• Manage brand loyalty programs, analyze customer behaviors, and coordinate campaigns to enhance customer experience.
• Develop and manage creative assets, briefing and collaborating with graphic designers and copywriters for campaign development.
• Implement testing, optimization, and analysis for campaigns to ensure relevance and efficacy.
• Track and report on key performance metrics such as traffic, revenue, incremental sales, ROI, open rates, and CTR.
• Drive cross-functional collaboration with teams on customer lifetime value, audience segmentation, and ensuring campaign alignment with brand standards.
• Focus on developing loyalty campaigns, promotions, member-exclusive offers, and improve retention and redemption through targeted communication strategies.

• Support deeper dive into customer insights, developing research briefs and building customer profiles to inform acquisition strategies.
• Deliver CRM and loyalty reports and actionable insights to internal stakeholders on a weekly and monthly basis.
• Conduct customer profiling and execute adhoc research with insights quarterly.
• Analyze transactional behavior to build strategies for customer acquisition, ensuring insights drive strategic decisions.
• Prepare monthly analysis for stakeholders to optimise and personalise future strategies.

• Identify growth opportunities by analysing successful loyalty campaigns and customer-focused communications.
• Conduct A/B testing to optimise campaign performance and enhance brand loyalty.
• Prepare quarterly updates to yearly strategy documents, ensuring alignment with business objectives.
• Implement propositions for tools to optimise campaign performance and reporting.
• Regular briefings for artwork and copywriting to support strategic initiatives.

• Foster relationships and workflows within Marks & Spencer UK, M&S AFG, and AFG Central Digital team.
• Coordinate weekly meetings with actionable follow-ups and updates.
• Engage in personal development to advance targeting, CRM tools, and customer insights knowledge.
• Ensure effective day-to-day communication with brand merchandisers to align on upcoming campaigns and product priorities.

• Strong understanding of…