CRM Manager

About Reef Group

Reef Group stands at the forefront of Saudi Arabia’s fragrance industry, renowned for its unwavering commitment to excellence, innovation, and customer-centric growth. As a dynamic and forward-thinking organization, we are dedicated to redefining customer experiences through strategic engagement and personalized interactions. In our pursuit of sustained expansion, we are seeking a visionary CRM Manager to spearhead our customer relationship initiatives, ensuring that every touchpoint reflects our brand’s promise of quality and distinction.

Key Responsibilities

The CRM Manager will play a pivotal role in shaping and executing our customer relationship management strategy, driving measurable outcomes in acquisition, engagement, retention, and loyalty. Your responsibilities will include:

• Strategic Leadership: Develop and implement a comprehensive CRM strategy aligned with business objectives, leveraging data-driven insights to enhance customer interactions across all channels.
• Customer Journey Optimization: Design and refine customer journeys tailored to diverse touchpoints, including Email, SMS, WhatsApp, Push Notifications, and Mobile App, ensuring seamless and personalized experiences.
• Segmentation and Targeting: Create and refine customer segmentation models based on behavioral and transactional data to deliver highly relevant and impactful communications.
• Campaign Management: Plan, execute, and monitor CRM campaigns with a focus on maximizing customer lifetime value, while continuously analyzing performance to refine strategies.
• Cross-Functional Collaboration: Partner closely with Marketing, E-commerce, Retail, Digital, and Data teams to align CRM initiatives with broader business goals and deliver cohesive customer experiences.
• System and Platform Management: Oversee CRM systems and marketing automation platforms, ensuring optimal functionality and integration across the organization.
• Performance Monitoring: Track and analyze key CRM KPIs, including retention rate, repeat purchase rate, customer lifetime value (CLV), engagement metrics, and campaign ROI, providing actionable insights to drive continuous improvement.
• Data Governance and Compliance: Maintain high standards of data quality and ensure adherence to privacy regulations, safeguarding customer information while maximizing its strategic value.

Qualifications

To excel in this role, you will bring the following qualifications and experience:

• A Bachelor’s degree in Marketing, Business Administration, or a related field.
• A minimum of 5 years of progressive experience in CRM, Customer Lifecycle Management, or Loyalty programs.
• Proven expertise with leading CRM platforms such as Salesforce, Microsoft Dynamics, Braze, HubSpot, Emarsys, or equivalent systems.
• Strong analytical acumen, with a demonstrated ability to translate customer data into strategic business decisions.
• Exceptional communication and stakeholder management skills, with the ability to influence and collaborate across departments.
• Prior experience in Retail, Beauty, Luxury, FMCG, or E-commerce sectors is highly advantageous.

Why Join Reef Group?

By joining Reef Group, you will become part of a rapidly expanding Saudi brand with bold ambitions for regional and global growth. You will thrive in a vibrant, collaborative environment where your contributions directly shape the future of customer experience and loyalty. In return, we offer:

• A competitive salary package commensurate with your expertise and contributions.
• Attractive career development opportunities, including training, mentorship, and pathways for advancement.
• The chance to work with a passionate team dedicated to innovation and excellence in the fragrance industry.

Location

This position is based in Riyadh, Saudi Arabia, offering you the opportunity to contribute to the growth of one of the region’s most dynamic markets.