Job description

Sitting within the Integrated Marketing function and reporting to the Head of CRM, this CRM Manager role leads the end-to-end CRM strategy for Starbucks across automations and tactical campaigns at Alshaya Group. You develop and execute the Starbucks CRM strategy, integrating with Starbucks Rewards while managing the marketing budget that supports brand awareness, engagement, and ROI targets. Customer engagement, retention, reactivation, and lifetime value all sit at the center of the mandate, driven through lifecycle and tactical communications across email, push, and WhatsApp. Journeys and buying cycles get mapped and owned, with automated lifecycle campaigns and workflows built to support customers from acquisition through retention. Quality control and performance oversight run across all campaign creation and execution, with CRM KPIs monitored closely to catch opportunities before they're missed. Bloomreach sits at the center of the technology stack too, serving as Alshaya's Campaign Management Tool and Customer Data Platform partner. New channels get explored constantly to diversify how Starbucks engages customers, backed by a test and learn culture that iterates across reach, open rate, click through rate, conversion, AOV, app install, order frequency, and lifetime value. Reporting runs deep across channels, devices, and customer segments, with clear KPIs set for every CRM initiative old and new. Data privacy legislation, including GDPR, stays front of mind throughout, alongside close collaboration with brand teams, performance managers, and the central Data team.