Director of Digital Growth CRM & Loyalty

Reports ToGeneral Manager – MarketingJob Purpose:The Director of Digital Growth, CRM & Loyalty is responsible for driving profitable digital growth across Al Majed Oud through paid media, customer acquisition, CRM, loyalty, retention, and customer value.The role has direct commercial accountability for digital marketing performance and is responsible for maximizing the return generated from digital marketing investment.The position leads Paid Media, CRM, and Loyalty activities and works closely with Ecommerce, Product, Creative, Commercial, Technology, Finance, and other relevant functions.This is a commercial growth role with direct accountability for revenue, ROAS, acquisition efficiency, retention, repeat purchase, and customer lifetime value.Key Responsibilities:Paid Media & Performance Marketing• Own the paid media strategy across Meta, Google, TikTok, Snapchat, and other relevant digital channels.• Set clear ROAS, CAC, revenue, and profitability targets.• Manage and optimize media budgets across channels.• Review digital campaign performance daily and weekly.• Identify opportunities to scale successful campaigns and reduce inefficient spending.• Analyze performance by channel, audience, campaign, product, and objective.• Work closely with the Creative team to improve advertising creative based on performance data.• Ensure paid media activity is connected directly to commercial and sales objectives.Online Revenue Growth• Drive online revenue growth through acquisition, conversion, retention, and customer activation.• Work closely with E-commerce to improve conversion performance.• Analyze sales by channel, campaign, category, product, customer segment, and audience.• Identify growth opportunities and performance gaps.• Build action plans to improve digital revenue performance.CRM• Own the CRM strategy across WhatsApp, SMS, Email, Push Notifications, App, and Web customer journeys.• Develop customer segmentation and targeting strategies.• Build automated customer journeys including:o Welcome journeys.o Abandoned cart.o Post-purchase.o Cross-sell.o Upsell.o Reactivation.o Win-back.o VIP customer journeys.• Improve CRM-attributed revenue and customer engagement.• Ensure customer communication is personalized, relevant, and commercially effective.Loyalty:• Own the performance and development of the Al Majed Oud loyalty program.• Increase active loyalty membership and engagement.• Improve customer frequency and repeat purchase.• Develop loyalty campaigns, incentives, rewards, and activation programs.• Analyze member behavior, redemption, engagement, and revenue contribution.• Develop high-value and VIP customer strategies.• Increase the commercial contribution generated from loyalty customers.Customer Retention & Lifetime Value• Develop strategies to increase customer retention and repeat purchase.• Identify high-value customer segments.• Build initiatives to increase customer lifetime value.• Reduce customer inactivity and churn.• Develop reactivation and retention programs based on customer behavior.Offers, Bundles & Commercial Campaigns• Work with Marketing, Product, E-commerce, Commercial, and other relevant teams to develop offers and bundles.• Use customer and sales data to recommend:o Product combinations.o Promotional mechanics.o Discount levels.o Target customer groups.o CRM activation strategies.• Evaluate commercial performance before and after launch.• Identify which offers should be scaled, modified, or discontinued.• Ensure promotional activity generates incremental revenue and protects profitability.Data & Performance Management:• Build and maintain digital growth dashboards.• Monitor performance daily, weekly, and monthly.• Establish KPIs for Paid Media, CRM, Loyalty, and customer growth activities.• Analyze customer acquisition, conversion, retention, and revenue performance.• Translate data into clear commercial recommendations.• Present performance, risks, opportunities, and recommendations directly to management.• Develop forecasts and growth scenarios where required.Team Leadership:• Lead Paid Media, CRM, Loyalty, and related digital growth teams.• Set clear targets and performance expectations.• Hold teams accountable for measurable commercial outcomes.• Develop analytical and commercial capabilities across the team.• Ensure Paid Media, CRM, and Loyalty operate as one integrated growth function.Cross-Functional CollaborationWork closely with:• E-commerce.• Creative.• Product.• Sales.• Commercial.• IT / Technology.• Finance.• Customer Service.• Marketing Performance.to ensure acquisition, conversion, retention, customer experience, and commercial performance are fully connected.Key Performance Indicators• Online revenue growth.• Paid Media ROAS.• Customer Acquisition Cost.• Conversion Rate.• CRM-attributed revenue.• Loyalty-attributed revenue.• Repeat Purchase Rate.• Customer Retention Rate.• Active Loyalty Members.• Loyalty Member Revenue.• Average Order Value.• Customer Lifetime Value.• Customer Reactivation Rate.• Marketing efficiency and profitability.Qualifications & Experience:• Bachelor’s degree in Marketing, Business, E-commerce, Digital Marketing, Analytics, or a related field.• 10+ years of relevant experience in digital growth, performance marketing, CRM, loyalty, e-commerce, or commercial digital roles.• Proven experience leading managers and specialist teams.• Strong experience managing significant paid media budgets.• Strong understanding of ROAS, CAC, conversion, retention, and customer lifetime value.• Strong CRM and customer segmentation experience.• Experience managing loyalty programs.• Strong commercial and analytical mindset.• Strong digital analytics and dashboarding capabilities.• Experience working with large customer and sales datasets.• Strong understanding of Saudi and GCC digital consumer behavior.• Experience in retail, fragrance, beauty, luxury, fashion, or high-volume consumer businesses is preferred.• Strong senior management communication and presentation skills.Core Competencies• Digital growth leadership.• Commercial thinking.• Performance marketing.• CRM strategy.• Loyalty management.• Customer analytics.• Revenue optimization.• Data-driven decision making.• Team leadership.• Cross-functional collaboration