CRM Manager

We are recruiting an experienced CRM Manager for an established omnichannel retail business in Kuwait.

The position will be responsible for developing and executing CRM strategies across online and offline retail channels, with a clear focus on customer retention, loyalty, personalization, and revenue growth .

The successful candidate will have a strong understanding of how customer data can be consolidated and activated across e-commerce platforms, physical stores, mobile applications, and marketing channels to deliver more effective customer engagement.

This is a commercially focused position requiring a combination of CRM strategy, customer analytics, marketing automation, and cross-functional leadership.

Key Responsibilities

CRM Strategy & Customer Lifecycle Management

• Develop and implement an omnichannel CRM strategy aligned with customer engagement, retention, and revenue objectives.
• Establish customer segmentation models using transactional, behavioral, and engagement data.
• Develop lifecycle programs focused on onboarding, repeat purchases, retention, reactivation, and customer lifetime value.
• Identify opportunities to increase purchase frequency and cross-channel customer engagement.

Omnichannel Customer Engagement

• Plan and manage CRM campaigns across email, SMS, push notifications, and other relevant communication channels.
• Coordinate personalized customer journeys across e-commerce, mobile, and physical retail environments.
• Support loyalty and customer recognition initiatives that encourage long-term engagement.
• Implement campaign testing and optimization to improve conversion and retention performance.

Customer Data & Analytics

• Analyze customer behavior, purchase patterns, and engagement across online and offline channels.
• Develop reporting frameworks covering retention, repeat purchase rates, customer lifetime value, campaign ROI, and CRM-attributed revenue.
• Use customer insights to identify commercial opportunities and improve campaign targeting.
• Present CRM performance and recommendations to relevant business stakeholders.

CRM Platforms & Integration

• Manage and optimize CRM and marketing automation platforms.
• Work with technical teams to support data integration between CRM, POS, e-commerce, ERP, and other customer-facing systems.
• Improve customer data quality, segmentation capabilities, and marketing automation workflows.
• Support initiatives to develop a more comprehensive and unified customer view.

Stakeholder & Team Management

• Collaborate with Digital Marketing, E-commerce, Retail Operations, Technology, and Customer Experience teams.
• Manage CRM priorities, projects, and operational performance.
• Lead and develop CRM team capabilities and establish consistent execution standards.

Candidate Profile

• Bachelor's degree in Marketing, Business Administration, Data Science, or a related discipline. A master's degree is advantageous.
• Minimum 7 years of relevant experience in CRM, customer lifecycle management, or retention marketing.
• At least 2 years of people management or team leadership experience.
• Demonstrated CRM experience within an omnichannel retail environment , including exposure to both physical and digital retail operations.
• Strong knowledge of customer segmentation, loyalty programs, marketing automation, and personalization.
• Experience using CRM platforms such as Salesforce, Microsoft Dynamics, HubSpot, or comparable enterprise systems.
• Familiarity with customer data integration across POS, ERP, e-commerce, and marketing platforms.
• Strong analytical capabilities and experience translating customer insights into commercial outcomes.
• Excellent stakeholder management, communication, and project management skills.
• Professional proficiency in English.

Experience within fashion, beauty, lifestyle, or other consumer retail categories would be beneficial.

Applications are invited from candidates with relevant omnichannel CRM management experience.