Senior CRM Marketer

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Who we are 

We are a leading luxury retailer in the Middle East, with more than 600 stores, 300 brands, and over 65 years of experience in the region, we are the premiere destination for luxury goods. To fuel the next stage of our organisation’s growth we are looking to build a world class team. From physical retail through to supply chain and customer loyalty, we aim to use technology and data to continuously improve every aspect of our operations. We are looking for top talent to join us on this journey.

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 you'll be doing 

Our Senior CRM Marketer is responsible for assisting in the development of the online marketing strategy for our brands. The person in this role will plan and execute digital marketing campaigns (including email, in app, push and SMS) while supervising the design and supplying content for every Brand.

Overall responsibilities:

  • Manage and execute member communication calendar across all CRM channels
  • Build and implement lifecycle, behavioural, tactical and campaign-based triggers
  • Track and monitor the performance of campaigns and their impact on business KPIs
  • Propose strategies to improve performance of always-on and hero communications
  • Constantly provide CRM best practices and market trends


  • Manage the scheduling and delivery of the CRM calendar across Email, SMS, Push, In-App and Retargeting channels, ensuring timely deployment
  • Execute campaigns and canvases via the campaign management platform – design, deep linking, tracking, segmentation, testing and deployment
  • Build multi-stage campaigns & automated flows in the CRM tool across channels, implementing preferred channel targeting
  • Build user journeys along across CRM channels linking to our overall ecosystem of digital touchpoints
  • Coordinate briefing, feedback and approval process with Email Development Agency to ensure creatives are proofread, accurate and in line with approved designs
  • Assist in the planning, delivery and optimization of customer lifecycle triggers
  • Work with Creative and Media Agency and Media outlets to build CRM-driven campaigns that drive business KPIs
  • Work with Operations team to build, test and rollout new journeys such as targeted offers, upgrades, downgrades, referrals, etc
  • Maintain up-to-date knowledge of CRM best practices, trends and competitor activity, and proactively explore and recommend new ideas, technology and tools

           Customer Data & Segmentation:

  • Work closely with the Marketing team to propose relevant segments, channels and best practices
  • Create campaign and trigger segments alongside Data team
  • Build member journeys for the different identified member segments
  • Analyze churn by customer segments and develop initiatives to retain users
  • Actively manage, maintain and cleanse member database to ensure data integrity and accuracy
  • Suggest and implement new initiatives to collect member data

           Analytics & Reporting:

  • Perform data analysis and post-activity evaluations to deliver insights and make recommendations on improvements
  • Assist with collecting and monitoring CRM KPIs monthly: no. of communications; performance of email, SMS and mobile marketing in terms of deliverability rate, open rate, click through rate, redemption, ROI, etc whilst reducing unsubscribe rates
  • Actively measure performance of all communications to identify optimal deployment times, communication channels and content
  • Produce weekly and monthly analysis reports and share insights and recommendations with wider team

What we are looking for:

  • University educated with either a marketing, IT or business-related qualification.
  • 5+ years proven work experience in a CRM role, preferably on loyalty programmes or e-commerce.
  • Experience in working with mobile marketing platforms such as Braze, Airship etc.
  • Understanding of coding or ability to learn: HTML5, Java script, Database structure, fluid emails with spam safe html coding and CSS3. API knowledge is plus.
  • Technologically savvy and comfortable learning and using various digital tools and platforms.
  • Advanced level of computer literacy, such as Microsoft Office and particularly in Excel.
  • Experience using analytics tools such as Google Analytics, and built-in tools within CRM communication platforms.
  • Excellent communication skills both verbal and written. Arabic a plus!
  • Excellent team player with interpersonal skills.
  • Accurate, systematic and methodical.
  • Self-motivated, driven and with a desire to achieve results.
  • Ability to deliver within tight deadlines.

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, remote and flexible working as well as exclusive employee discounts.

We usually respond within a week

Or, know someone who would be a perfect fit? Let them know!


Chalhoub Group d3 Office
Dubai Directions View page


With our people at heart, we believe in building a diverse work environment that nurtures and celebrates people’s differences, offers equal opportunities to all and ensures that our team members have a sense of belonging.

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