Alshaya Group
Lead CRM Officer - Marketing & Performance
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 05/11/2026
Job overview
Date posted
21/09/2026
Location
Dubai, United Arab Emirates
Salary
Undisclosed
Compensation
Comprehensive package
Experience
2 - 5 yrs
Seniority
Senior & Lead
Qualification
Bachelors degree
Expiration date
05/11/2026
Job description
CRM campaigns for Starbucks sit at the centre of this Lead CRM Officer role within Alshaya's Marketing & Performance function. Email, push, in-app and WhatsApp all carry campaign activity here, aligned with wider marketing calendars and loyalty strategy. You'll manage the end to end CRM campaign process, from planning and segmentation through execution and reporting. Execution briefs and functional specs get prepared in detail, and QA ownership makes sure every campaign lands as briefed across all channels. Customer journey maps and automated workflows support acquisition, retention and reactivation, with personalization built into every deployment. Growth work runs through CRM channels including WhatsApp, tracking KPIs such as reach, open rate, click through rate, conversion, AOV, app install, order frequency and customer lifetime value. Bloomreach and Exponea both play a role in the toolset, alongside Google Analytics, Adjust and Firebase for the wider analytics picture. You're expected to bring at least 2 years in eCommerce CRM marketing, working with database sizes of 1 million or more members, leads or customers. Data accuracy and privacy compliance, including GDPR, run through the reporting work, alongside A/B testing that supports ongoing performance improvement.
Required skills
Key responsibilities
- Implement CRM automation strategies aligned with Starbucks brand goals and customer lifecycle stages
- Support the development and execution of CRM campaigns across email, push, in-app and WhatsApp
- Align CRM activities with wider marketing calendars and loyalty strategy alongside brand marketing and performance teams
- Manage the end to end CRM campaign process from planning through reporting
- Prepare detailed execution briefs and functional specs for accurate development across channels
- Own the QA process to ensure campaigns are delivered as briefed
- Maintain customer journey maps and build automated workflows supporting acquisition, retention and reactivation
- Drive continuous customer growth through CRM for acquisition, retention and lifetime value
- Diversify CRM channels such as WhatsApp to expand customer engagement opportunities
- Test, analyse and iterate on new ideas to improve KPIs across the funnel
- Develop the relationship with Bloomreach and external teams to strengthen CRM strategy and delivery
- Generate regular performance reports and provide actionable insights
- Monitor CRM KPIs and recommend improvements to campaign effectiveness
- Coordinate with internal teams such as IT, digital, loyalty and payments to support CRM initiatives
- Liaise with external partners such as Exponea to ensure platform capabilities are fully used
- Track budget and report on campaign ROI in support of the CRM Manager
Experience & skills
- Bring at least 2 years of experience in eCommerce CRM marketing with database sizes of 1 million or more members, leads or customers
- Show strong understanding of CRM campaigns, segmentation and automation for customer retention
- Use specialist CRM and CDP platforms such as Exponea
- Carry thorough understanding of data privacy legislation such as DSR and GDPR
- Apply expertise with enterprise web analytics and data tools such as Google Analytics, Adjust, Firebase and Magento
- Translate complex data into fact based recommendations and actionable insight
- Demonstrate excellent understanding of digital KPIs controlling performance
- Communicate clearly in both written and spoken form
- Hold a relevant degree or professional qualification
- Speak and write fluently in Arabic
- Work with statistical computer languages such as R, Python or SQL to manipulate and interpret data
- Code in languages such as C, C++, Java or JavaScript
- Build machine learning models using techniques such as regression, clustering and neural networks