Key responsibilities

• In partnership with the department head, develop and implement a comprehensive strategy across all CRM channels to deliver both commercial and business objectives for ATI’s Omni brands that caters to both the language and nuances across the GCC customer base.
• Develop a strategy that drives customer engagement, retention, and revenue growth across both online and offline business units.
• Drive customer personalization at scale as part of an overall strategy to increase channel engagement.
• Create strategies specific to product categories and promote cross sales, ensuring alignment with overall business strategy.
• Develop and implement a comprehensive segmentation strategy across multiple retail brands mapped to an RFM model to increase CLTV.
• Work with legal & risk teams to ensure compliance with regional regulations in the capture and usage of PII data.
• Oversee the improvement of lifecycle journeys to lower lapsed or dormant users and reactivate inactive customers.
• Overhaul existing brand retention programs to grow repeat frequency and CLTV.
• Collaborate with marketing departments to develop acquisition strategies that outpace churn.
• Work with IT & Data teams to ensure stakeholders have access to comprehensible customer data.
• Align CRM activities with commercial goals in collaboration with buying, marketing, and merchandising teams.
• Promote the value of CRM across the organization by demonstrating data-driven insights.
• Analyze CRM campaign effectiveness through KPIs such as engagement, open, click-through, conversion rates, and ROI.
• Oversee day-to-day Salesforce Marketing Cloud operations to deliver targeted campaigns.
• Ensure customer data within Salesforce Marketing Cloud is accurate, secure, and used effectively.
• Manage CRM trade budgets and costs.
• Support the team in creating testing plans with clear justifications.
• Participate in projects where CRM can deliver incremental value.
• Articulate consumer segmentation strategies to non-CRM stakeholders.
• Analyze and interpret CRM initiative results to drive improvements and inform the CRM roadmap.
• Develop automated reporting on performance and present actionable insights to stakeholders.
• Ensure templates follow best practices for personalization.
• Lead, mentor, and support a team of eight CRM professionals.
• Ensure team members stay up to date with CRM and Salesforce Marketing Cloud trends.
• Foster a test-and-learn culture.
• Set regular development reviews, appraisals, and performance targets in line with departmental goals.