Lead CRM Officer

Job PurposeThe CRM Lead Promotions Officer works within and supports the CRM Promotions team and all CRM promotions activity within the Performance Marketing & Online team to positively impact the Alshaya business and customer experience.Working with the CRM Promotions Manager and team, this role has responsibility for the management of all CRM/Loyalty promotions both Online & Offline, including the delivery of campaigns as part of trading, the development of strategy and use of CRM database segmentation/orchestration using different tools like Exponea (Bloomreach), Adjust, GCP etc.Role OverviewWorks within the CRM Promotions team, reporting to the CRM Promotions Manager, inside the CRM team.Is jointly responsible for the management, development and performance of CRM Promotions and CRM channels.Focus on optimizing customer lifecycle strategy to increase the Customer Engagement and the CTLVIs responsible for the management of marketing budgets (franchise costs) via the use of SMS and other costs to help deliver overall brand and business ROI targets.Works seamlessly with the CRM Promotions team and CRM Automations team for the delivery of the overall CRM strategy.Works seamlessly with the Performance team, Digital Marketing team and brand teams to deliver the business plans.Works closely with the central Data team to continuously improve our visibility and use of omni-channel customer data across the business.Works closely with the Brand Planning & Strategy team and brand teams to deliver a full-funnel and omni-channel customer experience and grow the business.Lead ResponsibilitiesAct as CRM Officer for priority brands.Act as project lead for Omni-Channel CRMLead the development of customer segmentation models for CRM Promotions.Lead on communication, presentation to brand stakeholders.Assist with the onboarding and training of new team members.Key ResponsibilitiesTradingSupport the management and development of CRM promotions as a marketing channel to support and achieve Overall Business Plan.Set the CRM promotions strategy and work closely with Senior Performance Managers, and other Brand stakeholders to align with and deliver the strategy and trading plan for all Brands.CampaigningPlan and deliver the CRM Omni-Channel campaign calendar in conjunction with brand teams and all other stakeholders.Support the CRM promotional campaign management process from strategic concept to technical execution on CRM channels including but not limited to push, email, SMS, Web push and in-app messaging.Lead on quality control and performance for all campaign creation and execution, supporting Brands to improve their use of CRM tools and customer data.Work with brands to create relevant, personalised, and engaging customer experiences within CRM and across the whole customer journey to support the customer contact strategy, brand equity and commercial performance.Be a customer champion and ensure that the right messages are delivered to the right customers at the right time.Monitor CRM/loyalty campaign KPIs to identify and act on opportunity to improve performance and to meet and exceed targets.Give recommendations for the constant improve of CRM promotional campaign content, targeting and delivery to improve the customer experience and increase campaign performance.Support the management and development of Exponea (Bloomreach) as the Alshaya Campaign Management Tool and Customer Data Platform partner.Continuously review all costs, campaign delivery to improve channel and performance and overall ROI.GrowthDrive continuous customer growth using CRM for acquisition, retention, and customer lifetime value.Support the development, communication and roll-out of the Omni-Channel CRM/Loyalty strategy to unlock the full potential of Lifecycle Strategy across a combined bricks and clicks single customer view.Support the development of new CRM channels such as WhatsApp, to diversify opportunities for engaging with customers and deploying the CRM /Loyalty strategy.Adopt a performance focus and test & learn culture across the team to test, analyse, and iterate on new ideas and opportunities to drive continuous improvement across all KPIs including but not limited to reach, open rate, click through rate, conversion, AOV, app install, order frequency, customer lifetime value.Develop and make full use of our relationship with Exponea (Bloomreach) and other external teams, to help us develop our CRM/Loyalty strategy and delivery.Data & ReportingProvide an advanced, comprehensive reporting function across all channels, devices, and customer segments to drive performance improvements within the team and to increase performance transparency outside of the team.Put in place clear KPIs and success measures for all existing and new CRM/Loyalty initiatives to effectively track, identify, measure, and roll out all opportunities and efficiencies.Produce detailed tactical analysis on an as and when required basis.Surface and communicate innovative