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 tailored solutions. To support our ambitious expansion plans and strengthen our market leadership, we are seeking a seasoned CRM Manager to spearhead our customer relationship initiatives and foster lasting connections with our valued clientele.

Key Responsibilities

The CRM Manager will play a pivotal role in shaping and executing our customer relationship management strategy, ensuring seamless engagement across all touchpoints. Your core responsibilities will include:

• Strategic Leadership: Develop and implement a comprehensive CRM strategy aimed at enhancing customer acquisition, engagement, retention, and loyalty, aligning with the company’s long-term business objectives.
• Customer Journey Optimization: Design and refine customer journeys across multiple digital and traditional channels, including Email, SMS, WhatsApp, Push Notifications, and Mobile App, to deliver cohesive and personalized experiences.
• Segmentation & Targeting: Create and refine customer segmentation models based on behavioral and transactional data to enable precise and impactful marketing interventions.
• Campaign Management: Plan, execute, and monitor CRM campaigns with a focus on maximizing customer lifetime value and driving measurable business outcomes.
• Data-Driven Insights: Analyze campaign performance and customer insights to generate actionable recommendations that enhance customer satisfaction and business performance.
• Cross-Functional Collaboration: Partner closely with Marketing, E-commerce, Retail, Digital, and Data teams to ensure a unified approach to customer experience and engagement strategies.
• System & Platform Management: Oversee CRM systems and marketing automation platforms to ensure optimal functionality and alignment with business needs.
• Performance Monitoring: Track and report on key CRM KPIs, including retention rate, repeat purchase rate, customer lifetime value (CLV), engagement metrics, and campaign ROI, to drive continuous improvement.
• Compliance & Data Integrity: Ensure adherence to data quality standards and privacy regulations, safeguarding customer information and maintaining trust.

Qualifications & Experience

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 from a recognized institution.
• Minimum of 5 years of progressive experience in CRM, Customer Lifecycle Management, or Loyalty programs, with a proven track record of driving customer engagement and retention.
• Hands-on experience with leading CRM platforms such as Salesforce, Microsoft Dynamics, Braze, HubSpot, Emarsys, or equivalent systems.
• Strong analytical acumen, with the ability to interpret customer data and translate insights into strategic business decisions.
• Exceptional communication and stakeholder management skills, with the ability to collaborate effectively across diverse teams and senior leadership.
• Prior experience in Retail, Beauty, Luxury, FMCG, or E-commerce sectors is highly advantageous and will be considered a strong asset.

Why Join Reef Group?

By joining Reef Group, you will become an integral part of a high-growth Saudi brand with a clear vision for regional and global expansion. This role offers a unique opportunity to:

• Shape the future of customer experience and loyalty strategies in a dynamic and innovative environment.
• Work alongside a talented and collaborative team committed to achieving excellence.
• Enjoy a competitive salary package alongside attractive career development opportunities.
• Contribute to the growth of a brand that is recognized for its quality, creativity, and customer-centric approach.

Location

This position is based in Riyadh, Saudi Arabia, offering the chance to work in the heart of the Kingdom’s vibrant business landscape.