CRM Manager - Luxury Perfum in Dubayy [Dubai], United Arab Emirates

at Chalhoub Group

Retail / Wholesales
Customer Service
Minimum Qualification
Bachelor's Degree
Required Experience
3 - 5 years
Employment Type
Full Time
Male or Female

Job Description

Position Summary

Manage and lead the execution of the most prestigious loyalty program in the region-Sephora Card Program across Sephora Middle East. This position requires a high degree of collaboration across multiple functional groups; category management teams, operations team, IT, supply chain and marketing team members.

The CRM Manager is responsible for the development and execution of the annual strategy and action plan of the program on a regional scale


Marketing and Promotional Activities

•  Define and manage the SCP marketing plan/ calendar for all categories and axes while coordinating with Category Management teams.

•  Manage all aspects of marketing, media planning and PR related to Sephora Card Program as well as the details for the direct mailing marketing campaigns(target, offer, communication media, forecast)

•  Develop and plan the full marketing calendar for the Sephora Card Program , ensuring smooth coordination with external and internal teams

•  Monitor closely on all the plans implementation, schedule and activities for all markets and offers

•  Ensuring preserving the image of SCP in all materials and at POS at all times

•  Conduct and analyze market research in order to determine and monitor competition

Suppliers/Customers Relationships

•  Manage the relationship with third party vendor for the monitoring of card registration ,collection and the analysis reports on weekly/monthly basis

•  Manage the day to day operations of the SCP program with Sephora France team and third party vendor for card registration recruitment and reporting

•  Partner with the operations team for the implementation and ongoing enhancement of card registration at till point to ensure minimal errors at cash till and to increase the recruitment rate

•  Lead the negotiation with brand suppliers on gifting and offer that will be used for the program

•  Manage the content for in stores training and information, while coordinating with the training department on periodic training needs for stores

•  Partner with stores, marketing and operations team to develop and implement processes to deliver the client benefits for Sephora Card holders

Reports & Analysis

•  Analyze  and generate the required data reports for the program with Sephora SA for campaigns & promotional tracking while defining next steps and solutions

•  Coordinate the required brand reporting with Cat Man teams to generate the ideas and plans for future campaigns

•  Prepares monthly analysis to review card recruitment, rejection and ways to improve recruitment in store

•  Ensure thorough forecasting of gifts needed for all card levels for all SCP activities and monitoring these quantities with Cat Man teams

•  Manage the financial budget tracking both internal and external budget tracking purposes

•   Manage the in store card & collateral distribution plan and schedule to ensure proper delivery and collection of all SCP related materials ( white card leaflet distribution & collection, gifts distribution)


•  3-5 years retail , trade marketing or marketing experience

•  Expertise in customer relationship management tools from a business perspective. Understand how best to leverage the tools

•  Proven ability to work cross functionally and accomplish objectives through teamwork

•  Strong marketing background with ability to implement and measure effectiveness of marketing strategies

•  Ability to manage multiple priorities effectively

•  Excellent communication skills (oral, written, and interpersonal)

•  Bachelor’s degree with emphasis in Marketing or Business

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