Develop and implement the company s CRM, customer experience, and loyalty strategy. Maintain a clean, accurate, and actionable customer database, ensuring data quality and proper customer segmentation. Segment customers by purchase behaviour, engagement, value, preferences, and lifecycle stage, including VIP, active, at-risk, and inactive customers. Design customer journeys across stores, e-commerce, email, SMS, WhatsApp, social channels, and after-sales touchpoints. Build and manage automated CRM campaigns for welcome journeys, product launches, birthday messages, reactivation, upselling, cross-selling, and retention. Develop loyalty and VIP programs that encourage repeat purchase and long-term customer relationships. Monitor customer feedback, complaints, NPS, CSAT, and service issues; recommend practical improvements to the customer journey. Analyse customer behaviour, purchase trends, campaign performance, churn, repeat-purchase behaviour, and customer lifetime value. Prepare CRM dashboards and management reports with clear commercial recommendations. Work closely with Marketing, Sales, Retail/Boutique teams, E-commerce, Customer Service, Operations, and IT. Lead CRM/CX team members, set standards for CRM usage, and support staff training. Ensure customer data privacy, consent management, and CRM governance standards are maintained.

Desired Candidate Profile

Bachelor s degree in marketing, Business Administration, Information Systems, or a related discipline. 5 7 years of experience in CRM, Customer Experience, Loyalty, Customer Lifecycle, or Customer Marketing. Experience in retail, e-commerce, luxury, jewelry, watches, fashion, beauty, or another premium consumer sector is strongly preferred. Hands-on experience with CRM platforms such as Salesforce, Microsoft Dynamics 365, HubSpot, Oracle CX, or similar systems. Experience in marketing automation and omnichannel campaigns: email, SMS, WhatsApp, push notifications, and digital journeys. Strong customer analytics, segmentation, and customer-journey-mapping capability. Advanced Excel; Power BI is preferred. SQL is an advantage. Strong project management, leadership, communication, and cross-functional stakeholder-management skills. Strong English communication skills.