Customer Experience Manager

JOB PURPOSEThe Customer Experience Manager is responsible for developing and implementing customer experience strategies that create seamless, personalized customer journeys and strengthen customer relationships, engagement, and retention.The role provides strategic guidance to business, brand, and sales owners to maximize Customer Lifetime Value (CLV) across HOLDAL’s diverse portfolio by leveraging CRM, customer insights, loyalty initiatives, and data-driven engagement strategies.KEY ACCOUNTABILITIES AND RESPONSIBILITIESCRM & CX Health Check: Conduct comprehensive reviews of existing CRM frameworks, customer touchpoints, and customer journeys to identify gaps, pain points, and opportunities for improvement.Portfolio Adaptation: Develop tailored customer experience strategies for Luxury businesses, focusing on personalized clienteling and exclusive customer engagement, and for Mass Retail and Para-Pharma businesses, focusing on scalable, digital, and automated customer journeys.Market & Consumer Research: Conduct market and consumer research to identify customer needs, behaviors, and emerging trends, supporting strategic projects and business development initiatives.Customer Data & Insights: Drive the centralization and effective utilization of HOLDAL’s customer databases, identifying opportunities for customer segmentation, cross-selling, and upselling across the Group’s brands, and supporting the development of Data Lab capabilities.Technology & Data Integration: Partner with the Tech Hub team on backend data feeds, ERP integrations, and system enhancements, ensuring that technology supports CRM strategy, customer engagement, and commercial growth.AI & CX Innovation: Promote the adoption of AI-powered tools and technology solutions to support customer engagement, campaign automation, mystery shopping insights, and predictive analytics, enabling the CX team to make data-driven decisions.CampaignsCampaign Strategy & Optimization: Review and validate campaign requests, contribute to campaign design, and recommend alternative approaches to improve customer targeting, engagement, and campaign effectiveness.Customer Engagement Campaigns: Support business streams in developing personalized, relevant, and innovative campaigns aligned with customer needs, brand positioning, and commercial objectives.Campaign Performance Analysis: Analyze campaign results in collaboration with commercial teams, identify customer behavior and engagement trends, and provide actionable recommendations to improve performance.Group Customer Engagement: Strengthen customer recognition and engagement across HOLDAL’s portfolio by identifying opportunities to develop relationships with customers as clients of HOLDAL Group.Stakeholder & Partner Management: Act as the key point of contact for internal and external CX partners, ensuring alignment and consistency across customer experience initiatives.Competitive Benchmarking: Monitor competitors’ customer experience and engagement campaigns to identify best practices, market trends, and opportunities for differentiation.Customer Events & Experiences: Support the planning and execution of in-store and corporate events, with a focus on personalized invitations, customer engagement, and the overall attendee experience.Customer Satisfaction & Front-End OperationsCustomer Satisfaction & NPS: Manage customer satisfaction surveys, Net Promoter Score (NPS) tracking, and other customer feedback mechanisms in collaboration with commercial teams to identify improvement opportunities.Mystery Shopping & Experience Standards: Oversee the mystery shopping program with Retail leadership, translating findings into actionable recommendations to enhance service standards, customer interactions, and the overall customer journey.Customer Service & Relationship Management: Oversee corporate customer service channels, ensuring timely and effective resolution of customer inquiries while building lasting relationships and delivering a consistent, high-quality customer experience.In-Store & Corporate Events: Advise on customer-facing events, including invitations, VIP clienteling, and attendance experience, to ensure alignment with customer expectations and brand positioning.Commercial CX & Loyalty GrowthCRM & CX Frameworks: Review and enhance existing CRM and CX frameworks, mapping customer touchpoints, partner applications, and processes in line with industry best practices and business objectives.Loyalty & Gift Cards Performance: Manage the Retail Loyalty and Gift Cards programs, monitor performance, evaluate customer engagement and commercial results, and present recommendations to management.Customer Data & Commercial Opportunities: Strengthen the utilization of centralized customer databases to support Data Lab capabilities, enabling data-driven, compliant cross-selling and upselling opportunities across the Group’s brands.Loyalty Strategy & Activity Planning: Manage and grow Retail and Para-Pharma Loyalty and Gift Cards programs, evaluating performance and developing 12-month commercial activity calendars to drive customer engagement, retention, and repeat purchases.Competitive Intelligence: Benchmark competitor loyalty programs and emerging customer experience trends to identify opportunities for improvement and maintain HOLDAL’s competitive advantage.Team ManagementTeam Leadership & Development: Lead, coach, and motivate the CX team, fostering a customer-centric culture and driving high performance.Performance Management: Establish clear team KPIs, conduct annual performance appraisals, and provide regular, constructive feedback to support individual and team performance.Delegation & Career Development: Delegate responsibilities effectively, support team members’ professional growth, and contribute to succession planning within the CX function.QUALIFICATIONS, EXPERIENCE & SKILLSBachelor’s degree in Business Administration, Marketing, or a related field.8+ years of progressive experience in Customer Experience (CX), CRM, Loyalty Management, or Client Relationship Management, preferably within Luxury, Retail, Beauty, or Para-Pharma sectors.Demonstrated track record in developing CRM and customer retention strategies, maximizing Customer Lifetime Value (CLV), and implementing effective loyalty programs.Strong understanding of customer segmentation, customer lifecycle management, and personalized customer journeys, balancing high-touch clienteling in Luxury with scalable, digital engagement in Mass Retail and Para-Pharma.Data-driven mindset, with the ability to translate customer insights, campaign results, and CRM analytics into actionable commercial recommendations.Experience leveraging customer databases to identify cross-selling, upselling, and customer engagement opportunities.Familiarity with CRM platforms, customer data analytics, marketing automation, AI tools, and technology-enabled CX solutions.Excellent communication, leadership, and stakeholder management skills, with the ability to collaborate effectively across commercial, brand, retail, and technology teams.Fluent in English and Arabic; French is a plus.