Head of CLM & Loyalty for a one of the largest F&B company in the world to live and work in sunny, tax free Dubai!

Location – Dubai, UAE

Salary – 40-50K AED/month (approx. 9-11K GBP/month) TAX FREE EARNINGS!

Benefits:

• FULL RELOCATION ASSISTANCE COVERED FOR SELF & FAMILY
• Family benefits, VIP Medical for all family up to 3 children & visas
• Schooling allowance
• Annual bonus based on company performance
• Hybrid working model
• Work half day on a friday
• Can work anywhere in the world for one month
• Advocate of mental health and mental health awareness and therefore offer additional wellness days

Required Knowledge/Experience:

Qualification & Prior experience

• Minimum 6 years of overall marketing position
• Experience with retail, service and/or multi-outlet industry highly regarded
• Tertiary degree level qualification, with major in marketing or business-related discipline. Postgraduate (MBA) qualification would be a plus
• Work experience in e-commerce/F&B/retail is a plus
• Effective in multi-cultural environment is a pre-requisite
• Progressive larger responsibilities within same organization is preferred
• Must have depth and variation in communication styles to be able to succeed with Franchisors, owner-operators to corporate executives

Vision

• Deep understanding in customer acquisition, re-engagement, and retention strategies. o Experience in Customer life cycle, segmentation and loyalty
• General understanding of marketing technology workflows, interoperability, challenges and solutions

Technical and Tool Skills

• Experienced with or able to demonstrate detailed knowledge of loyalty or CRM programs and the essential elements of their contribution to customer engagement
• Experienced in planning, co-ordination and execution of campaigns and always-on initiatives, with excellent use of data for reporting and insight
• Able to show success in meeting engagement targets across multiple customer segments or markets
• Knowledge of analytics tools Google Analytics and Adjust required
• Experience of Cheetah Digital, Braze, Clevertap would be a huge plus
• Substantial experience with loyalty program launches

Analytics Skills

• Great understanding and sense for consumer behavior and perceptions
• Strong understanding of data analytics and customer segmentation
• Excellent analytical and conceptual problem-solving skills
• Strong background in customer re-engagement, and retention strategies
• Ability to pull and organize complex data

Management Skills

• Charismatic communicator and presenter
• Excellent written, communication and organizational skills
• Should be solutions oriented to define the right methodology to conduct analysis o Ability to prioritize business needs and focus on the impactful opportunities
• Ability to manage diverse stakeholders (internal and external)
• Experience presenting business results to executives in narrative form
• Able to navigate through ambiguity

Soft Skills

• Reliable leader with strong values
• Ability to effectively manage multiple projects and tasks at the same time
• Must have great attention to detail and be quick and agile
• Strong self-starter
• Fluent in English is a requirement
• Arabic will be a plus

Key Responsibilities:

CRM & CLM (Customer Lifecycle Management)

• Lead the development and execution of CRM strategy and function, including data gathering and quality, database understanding, targeting, marketing deployment and loyalty program enhancement and management
• Lead strategy roadmap across all markets/countries and end-to-end execution of lifecycle campaigns to increase conversion and success against KPIs by leveraging channels
• Define key priorities by markets for implementation and technologies needed and build data supported Business cases for strategic solutions
• Create a customer engagement strategy, inclusive of a maturity matrix, to enable growth across multiple markets and influence adoption of digital channels
• Evolve and optimize email, direct mail, SMS and touchpoint strategy to maximize customer loyalty and drive retention
• Develop measurement framework to evaluate impact of CRM/CLM project short and long term Drive strategic decision making through effective communication at a senior management level
• Support cross functional initiatives by serving as a thought leader across the company, providing consultation and best practices for CRM and customer engagement
• Recognize inefficient processes and apply technology and automation to solve them
• Drive analysis of customer value and behavior data to produce actionable insights to embed onto life cycle campaigns that drive business strategies and value
• Feed into strategic conversations and prioritization activities within the digital customer experience and loyalty space
• Establish strong relationship with Franchisee teams, Products, Data science, Design, and other counterparts, collaborate on prioritization for roadmap and resolve dependencies
• Work with the data team to establish measurement best practices and create global benchmarking and KPI tracking
• Serve as the SME to influence KPI's and revenue growth from customer onboarding to high-frequency customer segments

Loyalty

• Design an impactful promise for the loyalty program and ensure implementation, activation and measurement
• Evolve loyalty program to be a powerful loyalty driver that is consistent with the vision of the brand
• Manage all aspects of marketing, media planning and PR related to the Loyalty program as well as the execution of the related direct marketing campaigns (target, offer…)
• Deliver and communicate customer engagement and loyalty best practice in the region, optimizing against KPIs and supporting the learning with quantitative and qualitative reporting
• Create structured business and engagement plans for seasonal comms across the region
• Conduct market research in partnership with the internal team to better understand new consumer expectations and rework the loyalty promise accordingly
• Interpret campaign performance data and turn them into actionable business insights and communication guidelines
• Build the brand love for the loyalty program buy building a strong promise and communicating loudly about the perks
• Build Regional toolkit development for loyalty and customer Engagement

About the Role:

Responsible for leading the overall CRM, CLM & Customer Loyalty Strategy across all omni-channel platforms, as well as leverage brand building and digital engagement strategy within the scope of digital marketing calendar.

The responsibilities include leading the overall CRM, CLM (Customer Lifecycle Management) & Customer Loyalty Strategy. Candidate must be highly data-driven, Strategic thinker and problem solver and able to break down business needs into technical requirements. Must be a self-starter, comfortable with ambiguity, superb attention to detail, and the ability to work in a fast-paced environment. Must lead with minimal supervision and work well in a team environment.

She/He should be a cross-functional collaborator who can lead with influence and drive multiple priorities in a fast-paced environment by working closely with Product, Data Science, Engineering, Marketing, media and creative agencies, Franchisor Partners and technical teams.

PR Manager for a global FMCG company in Dubai.

Location – Dubai, UAE

Salary – 40-45K AED/month + bonus + family benefits

Required Knowledge/Experience:

• Bachelor’s degree required
• Minimum 7-8 years PR agency or in-house experience
• Multi-country experience and working with franchise partners a plus
• Experience in developing communications plans and materials for consumer brands/clients
• Proven track record of creating and executing programs that deliver breakthrough results
• Strategic thinking, organizational skills and creativity
• Strong verbal and written communication skills
• Proficient in Word, Power Point and Excel
• Savvy in social media platforms such as Twitter, Facebook, Instagram and LinkedIn
• Broad knowledge of news, trends and pop culture
• Candidate must also be responsible, accurate, creative, organized, able to work under deadline pressure, self-motivated and flexible
• QSR and/or customer service industry experience a plus
• Relentlessly curious. Enjoys working in a fast paced, constantly iterating environment
• Passionate about the brand and food

Key Responsibilities:

• Identifying social impact white areas in the region, build a brand/ corporate strategy
• Building grass roots programs tackling the white spaces example: women empowerment, education
• Create and maintain strategic relationships with NGO partners
• Promote the companies product launches and brand initiatives by working with internal, cross-functional and agency partners to develop integrated marketing and communications plans
• Protect the companies reputation by monitoring news cycles and media inquiries to identify and mitigate brand threats
• Lead cross-functional and agency partners in planning and executing media events
• Draft interview messaging, talking points, scripts and press materials including statements, fact sheets and press releases
• Brief executives for interview opportunities
• Develop and maintain relationships with media across food, business, trade, lifestyle, and pop culture news outlets
• Field reactive media requests by managing the companies media line and fulfilling requests for interviews, fact checking and assets
• Collaborate with our partnering PR agency on proactive media outreach
• Identify new and unique opportunities to promote brand engagement and content development for our biggest fans
• CSR communications around our People, Food, Community and Environment initiatives
• Other miscellaneous tasks as assigned from time to time

About the Role:

We’re looking for a highly motivated individual with demonstrated strength in public relations, media relations, public affairs, crisis response & building grass root programs and communicating around them. This position is ideal for holistic thinkers with high accountability, passion for brand engagement, attention to detail, creative spirit, great communication style, a partnership mentality and love for the company.

You will be responsible for building the cult of the company by promoting and protecting an iconic brand with more than 1,500 restaurants around the region (international experience is a plus). As PR Manager, you will be primarily tasked with driving proactive public relations & social impact programs for the company (Identifying social areas, building the strategy around grass root program and building communication program around the initiative for the priority markets besides driving the PR angle of the marketing calendar and brand initiatives. In addition, the role is responsible for supporting crisis communications, media relations and public affairs -- requiring collaboration with our partnering PR agency, internal cross-functional teams and restaurant franchisees.