Senior Manager CRM - CDU6 - 20004854

Position Overview

The Senior Manager of Customer Relationship Management (CRM) at Qiddiya will play a pivotal role in shaping and executing the organization’s CRM strategies to enhance customer engagement, satisfaction, and loyalty across all Sales and Leasing functions. Reporting within the Sales & Leasing Performance Unit (PU), this role is responsible for developing and implementing best-in-class CRM practices, ensuring data integrity, and driving cross-functional collaboration to align CRM initiatives with Qiddiya’s strategic objectives. The ideal candidate will possess a strong background in CRM systems, data analytics, and customer engagement strategies, with a proven ability to lead high-performing teams and deliver measurable results.

Key Responsibilities

Strategic Leadership and Team Management

As a senior leader, you will be responsible for leading and mentoring a team of CRM professionals, fostering a culture of excellence, innovation, and continuous improvement. Your leadership will extend to overseeing the training and development of team members, ensuring they are equipped with the latest CRM tools, methodologies, and industry best practices. You will collaborate closely with senior stakeholders across Marketing, Asset Class Business Units, Sales and Leasing Operations, and IT to ensure CRM initiatives are fully integrated with broader business goals.

Data Management and Analytics

You will oversee the management of the CRM database, ensuring data accuracy, integrity, and security while leveraging advanced analytics to uncover customer trends, preferences, and behaviors. By analyzing customer data, you will identify opportunities to refine marketing strategies, enhance customer segmentation, and develop targeted campaigns that drive engagement and loyalty. Your insights will be critical in informing data-driven decision-making across the organization.

Customer Engagement and Loyalty Programs

This role requires a deep understanding of customer needs and behaviors to design and implement effective loyalty programs and personalized communication strategies. You will work closely with Marketing to tailor campaigns based on customer segmentation, ensuring that messaging resonates with diverse audience segments. Your ability to develop and refine customer journey maps will be essential in optimizing the Sales and Leasing customer experience across all asset classes.

Technology Integration and Optimization

Staying ahead of the curve in CRM technology is a key responsibility. You will evaluate and recommend CRM tools and solutions that enhance operational efficiency and customer engagement. This includes overseeing the implementation and optimization of CRM software, ensuring seamless integration with other business systems, and driving continuous improvement in CRM capabilities.

Performance Measurement and Reporting

You will establish and monitor key performance indicators (KPIs) to measure the effectiveness of CRM initiatives, providing regular reports to senior leadership with actionable insights and recommendations for improvement. Your ability to translate data into strategic recommendations will be critical in driving continuous enhancement of CRM processes and customer experiences.

Cross-Functional Collaboration

This role requires close collaboration with multiple departments, including Marketing, Sales and Leasing Operations, IT, and Asset Class Business Units. You will act as a bridge between technical and operational teams, ensuring that CRM strategies are aligned with business objectives and that all stakeholders are equipped with the tools and knowledge to succeed.

Qualifications and Experience

• Bachelor’s degree in Business Administration, Marketing, Information Technology, or a related field; a Master’s degree is a plus.
• Minimum of 8 years of progressive experience in CRM, customer engagement, or a related field, with at least 3 years in a leadership role.
• Proven expertise in CRM systems (e.g., Salesforce, Microsoft Dynamics, HubSpot) and data analytics tools.
• Strong background in customer segmentation, loyalty programs, and personalized marketing strategies.
• Exceptional analytical, problem-solving, and communication skills, with the ability to present complex data in a clear and actionable manner.
• Experience leading cross-functional teams and driving collaboration across departments.
• Familiarity with digital transformation initiatives and the integration of CRM systems with other business technologies.

Why Join Qiddiya?

As part of Qiddiya, you will be at the forefront of shaping the future of entertainment, sports, and leisure in Saudi Arabia. This is a unique opportunity to lead a high-impact role in a dynamic, fast-growing organization where innovation and customer-centricity are at the core of everything we do. You will work alongside a talented team of professionals dedicated to creating unforgettable experiences for our customers while driving sustainable growth for the business.