CRM & Retention Manager, Middle East

CRM & Retention Manager, Middle East What this position is about – Purpose

As the CRM & Retention Manager
, you will be responsible for designing and executing data‑driven strategies to enhance consumer retention, loyalty, and lifetime value. You will play a pivotal role in leveraging consumer data to create personalized, seamless, and engaging experiences at every stage of the funnel, ensuring a strong connection between consumers and the brand. This role is critical in leveraging data‑driven insights to strengthen consumer relationships, enhance engagement, and maximize long‑term brand loyalty.

• Consumer Retention & Engagement
  • Develop and implement CRM strategies to onboard, engage, and retain active consumers through personalized digital experiences.
  • Design and optimize automated consumer journeys based on behaviour, lifecycle stage, and engagement patterns.
  • Deploy targeted re‑engagement campaigns to minimize churn and increase repeat interactions.
• Data Management & Segmentation
  • Oversee consumer data collection, management, and governance
    , ensuring compliance with data privacy regulations.
  • Develop and maintain segmentation frameworks based on consumer behaviour, demographics, and business priorities.
  • Leverage predictive analytics and insights to anticipate consumer needs and tailor engagement strategies.
  • Ensure the integrity and accuracy of CRM databases
    , optimizing data flow and synchronization across platforms.
• Loyalty & Advocacy Programs
  • Design and implement loyalty programs that reward engagement, drive retention, and encourage advocacy
    .
  • Optimize loyalty mechanics, incentives, and touchpoints to maximize consumer participation and satisfaction.
  • Develop referral marketing strategies to amplify organic consumer acquisition.
• Lifecycle Marketing & Personalization
  • Execute lifecycle marketing strategies that enhance consumer experiences from onboarding to long‑term retention.
  • Personalize CRM communications and offers based on behavioral triggers, purchase history, and engagement levels
    .
  • Optimize retention marketing performance through A/B testing, performance tracking, and continuous iteration
    .
• Data‑Driven Decision Making & Reporting
  • Define and track CRM and retention KPIs
    , including consumer lifetime value, engagement rates, churn rates, and loyalty program performance
    .
  • Leverage data analytics tools and dashboards to provide real‑time insights and actionable recommendations
    .
  • Work with the SI team to enhance data architecture, ensuring robust tracking and reporting capabilities.
• Cross‑Functional Collaboration
  • Work closely with the Acquisition Manager, Digital Agency, SI, Brand, and Sales teams to align CRM initiatives with broader digital marketing and commercial goals.
  • Partner with IT and Data teams to improve CRM infrastructure, automation, and integration across digital platforms.
  • Collaborate with the content and creative teams to ensure CRM messaging aligns with brand strategy.

• Strong expertise in CRM, consumer retention, data management, and loyalty marketing
  .
• Experience in data segmentation, predictive modelling, and personalization strategies
  .
• Deep understanding of consumer lifecycle management, omnichannel engagement, and automated marketing workflows
  .
• Proficient in CRM tools, marketing automation platforms, and data analytics software
  .
• Strong analytical mindset with the ability to translate data insights into actionable marketing strategies.
• Excellent collaboration skills to work cross‑functionally and align business priorities with CRM efforts.