Team Leader,CRM & Campaigns

JOB PURPOSE

The role is responsible for leading and optimizing customer relationship management (CRM) initiatives and campaign operations. This role involves overseeing CRM strategies, managing marketing automation tools, ensuring seamless execution of customer engagement campaigns, and analyzing performance metrics to enhance customer retention and lifetime value. The ideal candidate will have a data-driven mindset and a strong understanding of CRM best practices, segmentation, personalization, and automation workflows.

KEY ACCOUNTABILITIES

Job Specific Accountabilities

CRM Strategy & Execution:

• Design and execute CRM and loyalty campaigns across email, SMS, push notifications, social media and other channels to drive customer retention and engagement.

• Implement automation workflows, segmentation strategies, and targeted marketing campaigns.

• Ensure data accuracy and hygiene within the CRM platform to optimize customer interactions.

• Prepare and execute annual CRM calendar for revenue generating and affinity building campaigns.

• Customer lifecycle-based marketing, customer journeys, campaigns / promotions, retail visibility, loyalty platform administration & rewards offerings.

• Track CRM global best practices for implementation at ADD.

• Regularly identify new use cases for hyper-personalized customer targeting and work closely with Salesforce & Digital team to deliver the same.

Campaign Operations & Management:

• Plan, execute, and optimize multi-channel campaigns across email, SMS, push notifications, and other digital platforms.

• Collaborate with creative and content teams to develop compelling marketing materials.

• Monitor campaign performance and adjust strategies to maximize effectiveness.

• Lead Systems / Platform administrator for the entire Salesforce CRM Marketing stack and other supporting technology.

• Utilize all the CRM tools for effective customer interaction management.

• Use data insights to create hyper-personalized customer journeys and experiences.

• Develop Campaign business cases and ROI indicators to support campaign approvals & post campaign performance wash up.

• Manage the campaign CRM budget and key metrics such as open, clicks, conversions and campaign ROI.

Data Analysis & Reporting:

• Analyse campaign performance and modify the campaign flow and marketing journeys to optimize and improve the outcomes.

• Track and analyze key CRM and campaign performance metrics, including open rates, click-through rates, conversion rates, and customer lifetime value.

• Provide actionable insights and recommendations to improve campaign performance.

• Generate regular reports and dashboards for stakeholders.

Customer Segmentation & Personalization:

• Develop and refine audience segmentation strategies to enhance personalization efforts.

• Leverage data analytics and AI-driven insights to deliver tailored experiences.

• Optimize customer journeys and lifecycle marketing initiatives.

Cross-Functional Collaboration & Team Mentoring:

• Collaborate with internal and external stakeholders to ensure alignment of campaign objectives, timelines and deliverables.

• Work closely with sales, customer service, and product teams to align CRM efforts with business objectives.

• Partner with technology teams to enhance CRM system capabilities and integrations.

• Ensure compliance with data privacy regulations and industry standards.

• Mentor the team of CRM Specialists for effective performance and to keep them educated with the latest trends in Marketing Technologies.

QUALIFICATIONS, EXPERIENCE, KNOWLEDGE & SKILLS

Minimum Qualification

• Bachelors / Master’s in Marketing/Science/Business Administration

Minimum Experience & Knowledge & Skills

• 10 years of experience in Marketing CRM

• Strong strategic thinking, analytical, and problem-solving skills.

• Good communication and interpersonal skills.

• Ability to thrive in a dynamic and fast-paced environment.

• Strong data understanding, Logical thinker, analytically sound, Creative thinker, strong commercial acumen

• Proficient and Hands-on experience on Salesforce Marketing CRM (SFMC and full suite of Salesforce marketing CRM products) & integrated marcomm tech stack, Mobile app UI/UX

• Experience in loyalty program management / loyalty CRM will be an advantage

• Loyalty experience should cover areas of programme set up and design including strategy, creative and operational understanding, and expertise on campaign communication

• Fluent in English and Arabic would be desired.