Cairo, EgyptFull TimeSeniorPosted Today
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.