CRM Manager - Luxury retail

INSPIRE | EXHILARATE | DELIGHT

For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories.

Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally.

Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Their collective efforts have earned the Group the Great Place to Work certification in several markets.

Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women’s Empowerment Principles, and to have pledged to reach Net Zero by 2040.

What you'll be doing

The CRM Manager leads the omnichannel CRM strategy across GCC and other markets, driving customer engagement, retention, and lifetime value through data-driven experiences. The role is responsible for strengthening customer journeys, retention, and overall customer experience across all touchpoints, combining strategic, commercial, analytical, and technical CRM expertise. Working cross-functionally with Ecommerce, Retail, Personal Shopping, Data, Marketing, and Technology teams, the CRM Manager drives customer growth and long-term business performance while maintaining luxury brand positioning and service standards. This role requires strong analytical skills, commercial acumen, and the ability to turn customer data into actionable opportunities.

CRM Strategy, Customer Lifecycle & Performance

• Lead the omnichannel CRM strategy across GCC and other markets, covering acquisition, onboarding, engagement, retention, reactivation, loyalty, and customer lifetime value, informed by customer insights, luxury consumer trends, and CRM best practices.

• Define, monitor, and optimize CRM KPIs including engagement, retention, repeat purchase, conversion, revenue uplift, and customer lifetime value.

• Analyze customer behavior and performance trends to identify and lead CRM initiatives that improve retention, customer experience, and commercial performance.

• Translate customer insights and CRM data into actionable recommendations for the business.

CRM Operations & Customer Experience

• Own and optimize automated customer journeys, including welcome, abandoned cart, post-purchase, replenishment, and win-back programs.

• Lead CRM campaigns, omnichannel customer communications, and engagement initiatives across touchpoints.

• Drive A/B testing and optimization to improve engagement, conversion, retention, and commercial performance.

• Partner with Personal Shopping teams to strengthen VIP engagement and omnichannel clienteling experiences through actionable customer insights.

• Support store Sales Associates with customer linkage, clienteling, customer allocations, appointments, gifting initiatives, ambassador programs, and in-store outreach.

• Partner with the MUSE team to strengthen loyalty communications and customer engagement.

CRM Technology & Data

• Own CRM platforms, customer segmentation, automation workflows, and customer data integrations.

• Partner with Data and Technology teams to improve CRM capabilities, personalization, reporting, and data quality.

• Ensure CRM technology and workflows support scalable, data-driven customer engagement.

Cross-Functional Collaboration & Team

• Partner cross-functionally with Ecommerce, Retail, Merchandising, Trade, Creative, Content, Product, Analytics, Marketing, and Technology teams to align CRM priorities with business objectives.

• Act as the central CRM lead, ensuring alignment, prioritization, and execution across teams.

• Deliver weekly, monthly, and quarterly CRM performance reporting with clear, actionable insights.

• Lead and develop the CRM team, fostering collaboration, ownership, and continuous improvement.

What you’ll need to succeed

• 7–10+ years experience in CRM, lifecycle marketing, loyalty, customer engagement, Ecommerce, Retail, Luxury

• CRM strategy experience, lifecycle management, retention, personalization and omnichannel customer journeys

• CRM & marketing automation platforms (e.g., Salesforce Marketing Cloud, Salesforce Service Cloud, MoEngage, Braze, or similar)

• Analytical & commercial acumen, customer insights, data-driven decision making, business opportunities

• Customer segmentation, automation workflows, CRM reporting, campaign optimization, performance tracking and A/B testing

• Luxury customer behavior, customer experience, clienteling understanding

• Strategic thinking + hands-on execution, fast-paced, used to high-growth environments

• Stakeholder management skills, cross-functional collaboration and being able to influence across seniority levels

• Communication & presentation skills, you are proactive, solution-oriented and can handle multiple priorities

What we can offer you

With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.

Using GenAI in Your Application Process

To support a fair and consistent experience for all candidates, we ask that assessments and interviews are completed independently and without assistance from generative AI tools. This ensures we understand your strengths, your thinking, and how you approach real situations.

We Invite All Applicants to Apply

It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.

We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.