Marc Ellis is HIRING. Head of CRM – Non-Tech (B2C Focused)
Location: Dubai, UAE
Job Type: Permanent Employment with Client
Years of Experience: 10 years +
Qualifications: Requires a degree or honors in Direct or Digital Marketing, with a preference for a post-graduate qualification in Marketing.
Head of CRM – Non-Tech Job Accountability
1. Customer Engagement Framework: Own, refine, and improve customer engagement frameworks, setting governance and best-practice guidelines for 1:1 communication/marketing programs, including lifecycle and trip journey programs, campaigns, customer notifications, and service messaging.
2. Contact Strategies: Establish long-term contact strategies, optimize communication cadence, and determine preferred marketing channels. Set up governance systems for customer intelligence in omni-channel marketing strategies, such as customer profiling, segmentation models, audience management, and targeting approaches.
3. Playbooks: Develop playbooks to guide strategy and channel teams in customer acquisition and growth, leveraging customer data insights, segmentation, and lifetime value scores. Define targets and acceptable marketing investment by segment.
4. Implementation Planning: Collaborate with account leads, data activation/enablement, and channel specialists to plan the implementation of customer programs at a channel level.
5. Skywards Support: Support the Skywards program in developing customer-level objectives for lifecycle marketing programs, including segmentation and business logic. Continuously enhance and optimize existing programs.
A minimum of 10 years of experience in a digital or CRM agency or in a client-side digital leadership role with direct accountability for CRM.
Experience in the B2C airline/travel industry or a similar service industry is preferred.