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CRM and Customer Intelligence Manager- Level Shoes

We are Chalhoub Group, a leading family business in the world of beauty, fashion and gifts. We have blended our Middle East expertise and intimate knowledge of luxury to offer service excellence to all our partners and a unique experience to all our customers for over 6o years

 

As we continue to grow, it’s our vision to become a hybrid retailer, bringing luxury experiences to the fingertips of customers everywhere.

 

Our passionate teams drive our vision forward, without them, we couldn’t create luxury experiences for our customers. Through opportunities, development and support, we empower each and every employee to achieve their career goals – and beyond. It’s an exciting journey we’re on, and one you could be part of.

 

What we are looking for: CRM and Customer Intelligence Manager- Level Shoes  

 

We are currently recruiting for an exciting new CRM role within our customer experience and marketing team at Level Shoes. This is a fantastic opportunity to be part of one of Chalhoub Groups luxury own concept brands and build and manage the CRM strategy for Level Shoes.

 

What you will do:

You will be responsible for leading the CRM evolution within Level Shoes for system and tool integration, data mining in terms of customer intelligence activities from A-Z. You will also be creating targeting segments for campaigns and setting the overall strategy with regards to building customer journeys.

 

  • Formulate and communicate Department performance objectives and continuously monitor progress and alignment towards strategic objectives
  • Design Customer acquisition, retention & reactivation strategies.
  • Develop the CRM policies and procedures in order to ensure the fulfilment of organizational requirements
  • Oversee the operations of the Department, provide expertise, encourage teamwork and facilitate related professional work processes in order to achieve high performance standards and staff pride in contribution
  • Negotiate the yearly budget of the Department and control expenditure to ensure optimal use

 

Account Management

  • Run regular workshops with the Customer Experience & Marketing team to capture their requirements for CRM and eCRM
  • Manage CRM activities to support the Brand’s customer lifecycle management
  • Plan, manage & monitor CRM Campaigns: targeting, best practice recommendations on frequency, content, optimization, personalization, etc...
  • Ensure a close working relationship with the Marketing Department Manager
  • Implement & monitor in-store data capture guidelines and targets
  • integration of the Group Loyalty Program and / or any brand specific loyalty initiatives.

 

Project Coordination & Execution

  • Coordinate with relevant department managers to deliver projects on time and within allocated budget
  • Manage the scheduling, testing and deployment of all CRM and eCRM platform updates in coordination with Group IT or external Salesforce suppliers
  • Arrange training sessions on CRM platform administration for new in-store teams
  • Develop Salesforce user guidelines to serve as a reference for in-store teams and minimize discrepancies

 

Analytics & Reporting

  • Define principles and set out the requirements for CRM dashboards, customized reports and data-mining strategies.
  • Audit external providers deliverables on data-mining and segmentation strategies.
  • Lead data analyses and provide key insights and recommendations for marketing campaigns/initiatives/events
  • Lead data analyses and post activity evaluations and reports to deliver customer insights and recommendations of each activation
  • Monitor and analyze client feedback
  • Audit CRM database and ensure data integrity

 

What we are looking for:

 

  • University Degree in Marketing or any relevant field
  • Previous experience of developing CRM Strategy
  • Salesforce proficiency and ability to develop customer journey campaigns
  • Background in data mining, understanding data and being able to build frameworks, dashboards, reports and actionable insights

 

Ready to join our exciting transformation to become a hybrid retailer, bringing luxury experiences to the fingertips of our customers everywhere? Now’s your chance. By being part of our journey here at Chalhoub Group, you can make a real impact on customers and some of the finest brands in the world. In return, you’ll have everything you need to innovate your career.
 

What we can offer you

We will help shape your journey with us through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility.

 

Our Group offers the opportunity to support careers that may span different teams, different job roles, different categories and even different countries.  We offer diverse career paths for those who show drive and passion as well as the desire to learn and grow.

 

Amazing benefits

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, life insurance, child education contribution & exclusive employee discounts.

 


Job Segment: Marketing Manager, Marketing

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