CRM & Loyalty Executive

• Loyalty & CRM Operations (Primary Focus) – Support execution and monitoring of loyalty earn & burn rules, bonus points, coupons, vouchers, and tier benefits. – Coordinate with Customer Support and Operations on missing points, customer queries, and issue resolution. – Assist in ensuring POS and e-commerce systems are correctly mapped for loyalty transactions. – Support contract-related coordination including documentation follow-ups, implementation tracking, and vendor coordination. • Loyalty in the E-commerce App – Manage the loyalty side of the Talal e-commerce app, from integration through launch and ongoing operation, by providing loyalty rules and requirements to the product owner and coordinating with IT and vendors. – Test and validate loyalty features in the app (sign-up, points earn and burn, coupons, member matching) before launch and with each release. – Monitor loyalty performance in the app (linked members, online earn and redemption, issues raised) and recommend improvements. – Prepare loyalty inputs for launch, including customer communication and store and Customer Support guidance. • CRM Campaign Execution & Calendar Management – Assist in maintaining and executing the CRM and loyalty campaign calendar aligned with business priorities. – Support campaign execution across App, SMS, Email, WhatsApp, and in-store channels. – Perform campaign QA checks including audience validation, offer logic, and timelines. • Reporting, Analysis & Business Support – Prepare regular CRM and loyalty performance reports for management review. – Track key KPIs such as member enrollments, engagement, redemptions, and campaign responses. – Support ad-hoc analysis related to promotions, customer behavior, and business performance. – Assist senior team members with data preparation for reviews and presentations. • Store Coordination & Adoption – Coordinate with Operations and store teams for loyalty enrollment drives and in-store adoption. – Support preparation of store communication, scripts, and promotional materials. – Track store-wise loyalty performance and highlight gaps for corrective actions. • Cross-Functional & Cross-Department Support – Work closely with Marketing, Operations, Procurement, Warehouse, IT/Data, Finance, and Customer Support teams. – Support marketing initiatives beyond loyalty as assigned, including promotions, flyers, and seasonal campaigns. – Participate in internal meetings related to business acceleration and promotional planning. • Data Quality, Compliance & Process Discipline – Ensure accurate customer data capture including consent and preferences across store and app. – Support internal data checks and reporting accuracy. – Adhere to UAE PDPL, company policies, and internal process guidelines. – Bachelor’s degree in Business, Marketing, Data, or a related discipline. – 0–3 years of experience in CRM, loyalty, analytics, e-commerce, or marketing operations. – Strong working knowledge of Excel / Google Sheets; Power BI and basic SQL exposure is an advantage. – Exposure to e-commerce or mobile app flows, requirement documentation, or user acceptance testing is an advantage.