Farah Experiences LLC
The CRM & Personalization Support Manager will be responsible for delivering a consistent digital experience for Experience Hub brands across all digital channels including on-line campaigns management to internal and external stakeholders.
The role will be responsible for creating, improving, and maintaining digital campaigns to achieve our business goals & company’s growth ensuring all revenue opportunities are maximized, manage all communications and promotions preparation, automation, data segmentation and dispatch keeping it consistent across all channels & digital touch points ensuring that the guest experience is consistent & seamless regardless of the channel, domain, or device.
The job scope
Plan, manage and deliver tailored multi-channel CRM campaigns
Execute CRM strategies encouraging customer’s personalization, acquisition, retention, and eventually loyalty.
Ensure Return on Investment through agreed KPIs and performance metrics.
Oversee all digital communication channels initiatives to ensure customer engagement, brand consistency and a positive customer experience.
Undertake research to understand consumer and digital trends, information seeking behavior and usage of new age mediums.
Manage the distribution and automation of engaging campaigns for the brands in all digital channel solutions.
Ensuring the entire database is cleaned, segmented, and updated regularly applying customer personalization segmentation strategies. (B2C)
Overseeing the migration of all direct communications to lower cost mediums such as email, SMS, what’s app and other channels.
Build and grow the customer’s database size of contactable records.
Program and perform data extractions of the production of information required for relationship marketing activities (email, SMS …etc) mainly in SQL-Oracle according to the customers segments personalization that triggers automation.
Use campaign management systems & google analytics to track and analyze digital campaigns performance and users’ engagement metrics to optimize & develop best practice.
Project manage the implementation of digital service channels initiatives.
Coordinate with the internal stakeholders: Marketing, sales, E-commerce & others to create a clear process for brief requests to capture the correct information & ensure that the brief is clear, detailed and coherent to be able to efficiently address the communication needs stated.
Ensure compliance with data laws (e.g. GDPR, copyright and data protection)
Perform other miscellaneous support functions as required.
To be considered for this role, you need to have:
Essential:
Professional bachelor’s degree qualification: Information Technology, E-Commerce, business administration or any other field deemed relevant.
Professional in using platforms as: Adobe suite, campaign management systems (i.e. Emarsys, Sales Force Exact Target, Adobe Campaign …etc).
Excellent understanding of T-SQL programming and Microsoft SQL Server. Good knowledge of HTML and JavaScript.
5+ years’ experience in managing CRM platforms & digital campaigns in a busy, dynamic office.
Minimum 5 years of experience in direct and digital marketing ideally a relevant industry.
7+ years of experience in developing digital-style campaigns, across different channels and enacting CRM strategies.
Experience with CRM best practices & personalized marketing campaigns.
Strong analytical skills, guest services skills & campaign management skills
Expert in CRM best practices & digital campaigns optimization.
Technical knowledge of HTML/CSS for email and digital channels publishing
Demonstrable creative segmentation and personalization skills, multi-task, perform well under deadlines and be detail oriented.
Proficiency in writing, speaking, and understanding the English language.
Super organizational skills
Excellent communicator
Project Management Skills
Change Management Skills
Campaign management platforms management skills
Vendor Management
Desirable
Degree educated.
Experience in an industry or business that requires fast turnaround times, 5-7 days a week.
Intermediate level of Arabic.
Further qualifications in the areas of experience design, customer experience, and/or customer relationship management
Experience working with CRM platforms
Digital marketing skills (EDM/SMS campaigns), creating templates in Campaign Management platforms.