Senior Associate CRM
Job Description
Working as a Senior Associate - Customer Analytics, you will be responsible for managing and executing customer relationship activities that strengthen engagement, retention, and lifetime value across all channels across GCC & USA markets. You will focus on planning and delivering personalized communications through email, app, SMS, in-store touchpoints, and loyalty initiatives, ensuring campaigns are accurate, timely, and aligned with business objectives. By leveraging customer insights and supporting omnichannel journeys, the role contributes to enhancing the overall customer experience, improving satisfaction, and driving sustainable growth for the business.
What you'll need to succeed
- Strong analytical and problem-solving skills.
- Advanced customer segmentation, behavioral analysis, and predictive modeling.
- Experience with customer experience (CX), user experience (UX), and media performance analytics.
- Data querying skills via SQL, GBQ, Python.
- Ability to work collaboratively in agile, cross-functional environments.
- High attention to detail with speed, accuracy, and adaptability.
- Understanding of customer behavior patterns, especially within the GCC region.
- Strong commitment to data integrity, governance, and ethical use of analytics.
Responsibilities Duties:
- Work with large, diverse data sets including transactional data, app usage, web behavior, eCommerce data, retail data, and qualitative inputs across GCC & USA markets.
- Plan, execute, and optimize CRM campaigns across email, SMS, app push, clienteling, and WhatsApp to achieve omnichannel KPIs.
- Build and maintain automated customer journeys, lifecycle flows, and trigger-based communications.
- Partner with trade, content, creative, and digital marketing teams to ensure campaigns align with brand tone and objectives.
- Leverage customer data to create targeted segments based on behavior, demographics, and purchase patterns.
- Plan and execute cross-functional personalization strategies that improve engagement, conversion, and retention.
- Support loyalty program activities (e.g., MUSE) by integrating segmentation and tailored offers to acquire and retain clients via group initiatives.
- Monitor campaign KPIs (engagements, conversion, revenue uplift, unsubscribe rates).
- Prepare weekly and monthly reports on CRM performance for stakeholders.
- Work closely with analytics, digital marketing, and trade teams to align CRM with broader growth goals.
- Support testing strategies (A/B and multivariate tests) to optimize campaign performance.
- Upskill wider team on all customer analytics matters.