CRM Officer

About the role

The CRM Officer will support the planning and execution of multi‑channel customer relationship campaigns for ABYAT, the leading retail destination in the Middle East. You will work closely with marketing, e‑commerce and retail operations to drive customer engagement, retention and conversion across email, WhatsApp, push notifications, SMS and in‑app messages.

Key responsibilities

• Execute CRM campaigns on email, WhatsApp, push, SMS and in‑app channels.
• Maintain the CRM communication calendar aligned with the overall marketing plan.
• Coordinate campaign requirements, timelines, content, targeting, approvals and delivery.
• Support customer segmentation using lists, behavior, transaction history and campaign goals.
• Target customers for acquisition, activation, retention, re‑activation, loyalty and repeat‑purchase initiatives.
• Work on CRM platforms such as Emarsys, Salesforce or similar to set up and manage campaigns.
• Implement automated customer journeys (onboarding, repeat purchase, churn prevention, win‑back, loyalty).
• Monitor performance, analyse results and report on key metrics (open rate, click‑through, conversion, retention).
• Collaborate with Marketing, E‑commerce, Retail Operations, Data, Tech and Category teams.

Required profile

• Proactive, detail‑oriented and comfortable working independently with CRM tools.
• Strong organizational skills to manage multiple campaigns and deadlines.
• Ability to interpret customer data for segmentation and targeting.

Required skills

• Experience with CRM platforms such as Emarsys.
• Experience with Salesforce or similar CRM systems.