CRM Manager

About the role

We are seeking an experienced CRM Manager to lead the development and execution of omnichannel CRM strategies for a well‑established retail business in Kuwait. The role focuses on driving customer retention, loyalty, personalization and revenue growth across both online and offline channels.

Key responsibilities

• Design and implement an omnichannel CRM strategy aligned with engagement, retention and revenue targets.
• Create segmentation models using transactional, behavioural and engagement data.
• Plan and manage CRM campaigns across email, SMS, push notifications and other channels.
• Coordinate personalized customer journeys across e‑commerce, mobile apps and physical stores.
• Analyze customer behaviour, purchase patterns and campaign performance, delivering actionable insights to stakeholders.
• Manage CRM and marketing automation platforms, ensuring data integration with POS, ERP and e‑commerce systems.
• Lead and develop the CRM team, collaborating with digital marketing, retail operations and technology functions.

Required profile

• Bachelor’s degree in Marketing, Business Administration, Data Science or related field; Master’s degree is a plus.
• Minimum 7 years of CRM, customer lifecycle or retention marketing experience, with at least 2 years in people management.
• Proven experience in an omnichannel retail environment, preferably in fashion, beauty or lifestyle.
• Strong analytical ability and fluency in English.

Required skills

• Hands‑on experience with Salesforce, Microsoft Dynamics or HubSpot (or comparable enterprise CRM platforms).
• Familiarity with marketing automation tools and data integration across POS, ERP and e‑commerce systems.