Title:  CRM & Retention Manager, Middle East

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Learn more: jti.com

CRM & Retention Manager, Middle East

What this position is about – Purpose

As CRM & Retention Manager, you will be responsible for building strong relationships and seamless journeys for consumers at every stage of the funnel and across key touchpoints from the Commercial Engine (CE). In your role, you will leverage the Commercial Engine and its composing programs to drive and deploy strategies to effectively onboard, engage and retain active consumer profiles in the market. The ideal candidate needs to have a solid understanding of digital marketing with a deep focus on consumer retention, loyalty and advocacy consumer journey opportunities to design, develop and implement our brand digital strategy and roadmaps. The role will be a core element of the digital function and will be primarily responsible for increasing consumer retention rates and lifetime value through the deployment of data-driven, digital marketing strategies and features. You will also be responsible for implementing relationship/loyalty programs online that deliver a world-class consumer experience whilst maximizing opportunities to drive conversion and retention opportunities as well as trigger referral behaviour. The CRM & Retention Manager, collaborate with the Acquisition Manager, Digital Agency, SI, Brand and Sales team.

What will you do – Responsibilities:

• CRM & Campaign management;  Manage the CRM strategy including data collection, Data segmentation and marketing automation. Work closely with the global support team to set up the automated journey and locally with the Brand and acquisition, manager to define the target segments for which a tailor-made communication should be built. Manage social campaigns, including briefing, uploading campaigns, testing, publishing and ongoing optimization. Day-to-day management and localization of all aspects of campaign development.
• Data Management and testing; Use data analytics and testing to optimize messaging for potentially churning profiles and introduce strategies to retain them or quickly reacquire. High level of collaboration with the Data Science team in mapping journeys and identifying potential gaps and space for improvements. Collaborate with local brand teams and Global DBU Product teams to continuously develop and improve the campaign messaging, positioning and content. Understand all metrics and their contribution to achieving Retention goals and objectives to enable all aspects of the foundational channel marketing efforts of digital consumers
• Analysis & Optimization; Ensure robust Consumer Data strategy with solid content plans and constant CDP optimization. Analyze and interpret data to steer online directions and maximize retention. Perform the needed tests (i.e. A/B testing) and analyze the efficiency of a journey or a campaign. Assess the effectiveness and accuracy of new campaigns and stay on top of industry trends and changes. Continuously optimize results by utilizing a data-centric approach that will power a test and learn the process. Assess the effectiveness and accuracy of new campaigns and stay on top of industry trends and changes.
• Budget; Execute digital budget. Provides input for planning the budget according to the agreed master plan. Monitors and controls the digital budget line regularly to ensure optimal ROI. Collaborate with internal stakeholders to ensure on-time and on-budget delivery of desired results. Collaborate with the E-commerce and acquisition team to ensure the right budget split.

Whom are we looking for – Requirements:

• Bachelor’s degree in marketing, Statistics, Mathematics, Computer Science, or another quantitative field preferred
• 4-5 years of relevant experience in Digital Marketing Strategy within B2C FMCG, including 4-5 years of experience using CRM campaigns, building and deploying multichannel retention strategies, marketing based on data, delivering B2C engagement and retention results, and performing A/B testing and reporting results, confidence to present cases to support your decisions and future strategies.
• Track record of success using problem-solving skills based on data and industry best practices- Well-versed in most if, not all forms of digital channels, demonstrating strong analytical skills
• Strong numerical skills, commercial acumen, reporting skills and confidence to present cases to support your decisions and future strategies
• Excellent communication and relationship-building skills
• Experienced in managing and optimizing budgets effectively to meet key objectives to deadlines and budget- Advanced English and other local market relevant language skills (Optional)- Excellent written and verbal communication skills- Strong analytical skills- Proficient in MS Office Suite- Highly organized and attention to detail- Ability to be a team player
• Fluency in English (Arabic optional)
• PC skills: MS Word, Excel, PowerPoint. SAP

What are the next steps in the Recruitment process:
Thank you very much for your interest in the role. You are welcome to apply.