CRM Data Analyst Retail

Established in the 1930s as a trading business, Al Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions - automotive, financial services, real estate, retail and healthcare - the group employs more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa. Al Futtaim Group partners with over 200 of the world's most admired and innovative brands. Its entrepreneurship and relentless customer focus enable the organisation to continue to grow and expand, responding to the changing needs of customers within the societies in which it operates.

TheCRM Data Analyst is responsible for the precise and on time execution of marketing campaigns across multiple brands. The role requires strong interdepartmental coordination to ensure that all stakeholders are kept informed about CRM business developments. Success in this role involves managing vendor relationships and optimising the performance of email and SMS channels to boost customer engagement and revenue.

• Manage email customer communications and implementation processes, including measurement and set up for brand promotions.
• Manage SMS customer communications and implementation processes, including measurement and set up for regional brand promotions.
• Report campaign results across SMS/Email channels and provide recommendations for areas of improvement or optimisation.
• Send regular, timely reports of all campaign results channel wise (Email and SMS).

• Manage CRM vendor relationships on behalf of the brands for campaign requests, payments, delivery tracking and post performance review.
• Collaborate closely with brands and relevant channels to align with main campaign messaging and optimise key performance indicators such as customer sign ups, repeat visits, click throughs and revenue.

• Monitor key KPIs for emails and SMS, assisting brands to improve open rates, click rates and subscription rates.
• Conduct continuous A/B tests on subject lines, content and design to enhance email channel performance indicators.
• Monitor and improve CRM campaign deliverability rates to meet established benchmarks.
• Assess and achieve benchmark campaign conversion rates depending on campaign type.

• Merge accounts upon brand request.
• Change customer mobile numbers upon brand request.

• 2+ years of CRM data analysis experience.
• Previous experience in an eCRM role or marketing profile with exposure to email/text CRM techniques.
• Retail experience would be advantageous.
• Ability to work effectively under pressure and meet established deadlines.
• Ambitious, resilient, and driven with a desire to succeed.
• Passionate with a can do attitude.
• Strong team player capable of collaborative cross functional work.

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