CRM & Clienteling Manager

CRM & Clienteling ManagerLocation: Dubai, UAEReports to: General Manager / OwnerThe RoleThis 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.ResponsibilitiesAudit, extract, and clean customer data from POS across all stores; build and maintain a single unified client database.Design and run RFM segmentation (VIP, repeat, lapsed, one-time tourist) and produce monthly insights for management, including top-client revenue concentration, reactivation opportunities, and brand cross-shopping.Build and run clienteling programs via WhatsApp Business and email, including post-purchase follow-up, new-arrival outreach, lapsed-client reactivation, and VIP event invitations.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.Ensure all data capture and outreach complies with UAE PDPL, including consent at capture and opt-out handling.Select and implement a low-cost CRM/clienteling tool suited to our scale and own it end to end.Track and report ROI, including repeat rate, reactivation revenue, and average spend by segment.Requirements5–8 years in retail CRM or clienteling, with at least 3 years in luxury/premium fashion or jewelry.GCC experience strongly preferred.Advanced Excel required; SQL or equivalent ability to work with raw POS exports strongly preferred.Proven, measurable results from clienteling campaigns you personally ran. Be ready to show numbers such as repeat-rate lift and reactivation revenue.Demonstrated success improving data-capture discipline in stores — you have trained and held retail teams accountable, not just managed a system.Working knowledge of WhatsApp Business and at least one CRM platform (Zoho, HubSpot, Salesforce, or a clienteling app).Comfortable operating independently without a team or big budget.Nice to HaveExperience at a GCC multi-brand luxury operator.Arabic and/or Russian language skills.Familiarity with UAE PDPL / data-privacy compliance in practice.Experience serving both resident and tourist luxury clientele.What We OfferOwnership of a greenfield function with direct access to ownership — your results are visible immediately.A portfolio of globally recognized brands and an established high-value client base.Competitive salary commensurate with experience.Performance bonus tied to repeat/reactivation revenue.