CRM - Clientelling Manager

CRM & Clienteling Manager Location _ Dubai, UAE Reports to General Manager / Owner Type_Full-time The Role This is a hands-on, build-from-scratch role. You will own our customer database end to end: extracting and cleaning data from POS, segmenting our client base, designing clienteling playbooks, and — critically — driving data-capture discipline on the shop floor across all stores.

You will be measured on capture rate, repeat purchase rate, and revenue from client outreach.This is not a strategy or vendor- management role. You will pull the data yourself, build the segments yourself, and train store teams in person.

Responsibilities

o Audit, extract, and clean customer data from POS across all stores; build and maintain a single unified client database o Design and run RFM segmentation (VIP, repeat, lapsed, one-time tourist) and produce monthly insights for management: top-client revenue concentration, reactivation opportunities, brand cross-shopping o Build and run clienteling programs via WhatsApp Business and email: post-purchase follow- up, new-arrival outreach, lapsed-client reactivation, VIP event invitation.

o Set data-capture targets per store (name, phone, consent, purchase detail on 80%+ of transactions), train store teams, and audit compliance weekly on the floor o Ensure all data capture and outreach complies with UAE PDPL (consent at capture, opt-out handling) o Select and implement a low-cost CRM/clienteling tool suited to our scale; own it end to end o Track and report ROI: repeat rate, reactivation revenue, average spend by segment Requirements o 5–8 years in retail CRM or clienteling, with at least 3 in luxury/premium fashion or jewelry o GCC experience strongly preferred o Advanced Excel required; SQL or equivalent ability to work with raw POS exports strongly preferred o Proven, measurable results from clienteling campaigns you personally ran (be ready to show numbers: repeat-rate lift, reactivation revenue) o Demonstrated success improving data-capture discipline in stores — you have trained and held retail teams accountable, not just managed a system o Working knowledge of WhatsApp Business and at least one CRM platform (Zoho, Hub.

Spot, Salesforce, or a clienteling app) o Comfortable operating alone without a team or big budget.

Nice to Have

o Experience at a GCC multi-brand luxury operator o Arabic and/or Russian language skills o Familiarity with UAE PDPL / data-privacy compliance in practice o Experience serving both resident and tourist luxury clientele What We Offer o Ownership of a greenfield function with direct access to ownership — your results are visible immediately o A portfolio of globally recognized brands and an established high-value client base o Competitive salary commensurate with experience [+ performance bonus tied to repeat/reactivation revenue]