CRM & Loyalty Manager

Position Overview

We are seeking a dynamic and results-driven CRM & Loyalty Manager to join our team at Independent Food Company in Riyadh. In this pivotal role, you will be responsible for designing, implementing, and optimizing customer relationship management (CRM) strategies and loyalty programs to enhance customer engagement, retention, and lifetime value. Your expertise will drive measurable growth in customer satisfaction and revenue while fostering long-term brand loyalty.

Key Responsibilities

• CRM Strategy Development: Lead the creation and execution of comprehensive CRM strategies tailored to our target audience, ensuring alignment with business objectives and customer needs. Analyze customer data to identify trends, segment audiences, and personalize communications for maximum impact.
• Loyalty Program Management: Oversee the design, implementation, and continuous improvement of our loyalty programs. Monitor program performance, analyze member engagement, and propose enhancements to drive participation and reward effectiveness. Collaborate with marketing and sales teams to integrate loyalty incentives into broader campaigns.
• Customer Data Analysis: Utilize advanced analytics tools to extract actionable insights from customer data. Track key performance indicators (KPIs) such as customer acquisition cost (CAC), retention rates, and average order value (AOV) to evaluate program success and identify opportunities for optimization.
• Cross-Functional Collaboration: Partner with marketing, sales, and operations teams to ensure seamless execution of CRM initiatives. Develop targeted email marketing campaigns, loyalty communications, and promotional strategies to engage customers at every touchpoint.
• Technology & Tools: Leverage CRM platforms, marketing automation software, and loyalty management systems to streamline processes and enhance efficiency. Stay abreast of industry trends and technological advancements to recommend innovative solutions that elevate our customer engagement strategies.
• Performance Reporting & Optimization: Generate regular reports on CRM and loyalty program performance, presenting insights and recommendations to senior leadership. Conduct A/B testing and experiments to refine strategies and maximize ROI on customer acquisition and retention efforts.

Qualifications & Skills

• Education: Bachelor’s degree in Marketing, Business Administration, Data Analytics, or a related field. A Master’s degree or relevant certification (e.g., CRM, loyalty marketing) is a plus.
• Experience: Minimum of 5 years of progressive experience in CRM, loyalty marketing, or customer retention, with a proven track record of driving measurable results. Experience in the food and beverage industry is highly desirable.
• Technical Proficiency: Strong command of CRM software (e.g., Salesforce, HubSpot), marketing automation tools, and data analytics platforms (e.g., Google Analytics, Tableau). Familiarity with loyalty program platforms and SQL is advantageous.
• Analytical & Strategic Thinking: Exceptional analytical skills with the ability to interpret complex data sets and translate insights into actionable strategies. A strategic mindset with a focus on long-term customer value and business growth.
• Communication & Leadership: Excellent verbal and written communication skills, with the ability to collaborate effectively across departments. Strong leadership qualities to inspire and drive teams toward shared goals.
• Adaptability & Innovation: A proactive approach to problem-solving, with a passion for staying ahead of industry trends and leveraging technology to enhance customer experiences.

Why Join Us?

At Independent Food Company, we are committed to delivering exceptional culinary experiences while building lasting relationships with our customers. As a CRM & Loyalty Manager, you will play a critical role in shaping our customer engagement strategies and driving sustainable growth. We offer a collaborative work environment, opportunities for professional development, and the chance to make a tangible impact on our brand’s success in the competitive food industry.