Location: Dubai, UAE
Employment Type: Full-Time
Industry: Luxury Retail & Hospitality

Role Overview

We are seeking a dynamic Customer CRM & Loyalty Strategy Manager to lead the development and execution of data-driven customer engagement and loyalty initiatives across our luxury fashion and hospitality portfolio at Louzan Fashion.

This role focuses on enhancing customer acquisition, strengthening retention, and maximizing lifetime value through personalized experiences, premium membership programs, and advanced CRM strategies aligned with a high-end brand environment.

Key Responsibilities

CRM Strategy & Customer Lifecycle

• Develop and execute CRM strategies that drive acquisition, retention, and repeat engagement.

• Map customer journeys across retail, e-commerce, and hospitality touchpoints.

• Build advanced segmentation models using behavioral insights and purchase history.

• Deliver personalized, omnichannel communications via email, SMS, WhatsApp, and digital platforms.

• Ensure a seamless and consistent luxury customer experience across all channels.

Loyalty Program Development

• Design and manage tiered loyalty programs that reflect premium brand positioning.

• Create exclusive rewards, VIP experiences, and member-only privileges.

• Track performance metrics including enrollment, engagement, and redemption rates.

• Continuously refine program benefits to encourage repeat purchases and cross-category usage.

• Integrate loyalty initiatives across both retail and hospitality operations.

Data Analytics & Customer Insights

• Analyze customer behavior to identify trends, churn risks, and upselling opportunities.

• Develop dashboards and performance reports for leadership decision-making.

• Monitor KPIs such as Customer Lifetime Value (CLV), retention rates, and campaign ROI.

• Maintain strong data governance and CRM accuracy standards.

Campaign Management & Personalization

• Execute targeted CRM campaigns for launches, private sales, and exclusive events.

• Implement automated workflows such as milestone offers, reactivation campaigns, and VIP invitations.

• Collaborate with creative and digital teams to deliver brand-aligned messaging.

Technology & Systems Oversight

• Manage CRM and loyalty platforms, ensuring optimal performance and usability.

• Coordinate with IT teams and vendors on integrations with POS, e-commerce, and reservation systems.

• Ensure compliance with data privacy and protection standards.

Cross-Functional Collaboration

• Work closely with retail and hospitality teams to elevate in-store member experiences.

• Train frontline teams on loyalty benefits and CRM engagement practices.

• Align CRM initiatives with broader marketing and brand strategies.

Qualifications & Experience

• Bachelor’s degree in Marketing, Business Administration, or related discipline (MBA preferred).

• 8–10 years of experience in CRM, customer engagement, or loyalty management within luxury retail, fashion, or hospitality sectors.

• Proven experience designing and managing premium/VIP loyalty programs.

Skills & Competencies

• Expertise in CRM platforms such as Salesforce, SAP CRM, HubSpot, or similar.

• Strong analytical mindset with the ability to convert insights into actionable strategy.

• Deep understanding of luxury consumer behavior and personalization.

• Strategic thinker with strong execution and project leadership capabilities.

• Excellent stakeholder management and cross-functional collaboration skills.

• Detail-oriented with a customer-first mindset and strong brand sensitivity.