CRM Manager

Join the Team at ABYAT - Your Gateway to Retail Excellence!

About us

Are you ready to be part of the largest retail store in the Middle East? ABYAT, spanning an impressive 22,000 square meters and offering over 22,000 products, is your one-stop destination for all things home improvement and more. From elegant tiles and captivating wallpapers to state-of-the-art lighting solutions and stylish kitchen fixtures, we pride ourselves on offering a diverse array of top-quality products under one roof.

Established locally with a vision for excellence, ABYAT has been setting benchmarks since its inception in September 2005. With an unwavering focus on our customers, we've crafted an experience that revolves around their needs, from our meticulously designed store layouts to our unparalleled service offerings.

Expanding beyond our roots in Kuwait, ABYAT is now making waves in Saudi Arabia and setting our sights on Qatar and the UAE. As we continue to grow, we're seeking passionate individuals to join our dynamic team and contribute to our journey of success.

Position: CRM Manager

Location: Dammam - KSA

Type: Full-time

Job Purpose: The CRM Manager is responsible for managing and optimizing our customer relationship management strategies to enhance customer satisfaction, loyalty, and overall experience. This role involves a deep understanding of customer needs and behaviors, leveraging CRM systems to drive engagement and support business objectives.

Responsibilities:

• Develop and implement a comprehensive CRM strategy aimed at improving customer retention, satisfaction, and engagement.
• Identify key customer segments and tailor CRM initiatives to meet their specific needs.
• Oversee the collection, analysis, and utilization of customer data to enhance the customer experience.
• Ensure data accuracy, integrity, and compliance with data protection regulations.

• Design and execute customer engagement programs, including loyalty programs, personalized communications, and retention strategies.
• Monitor and analyze the effectiveness of engagement initiatives, providing insights and recommendations for improvement.
• Analyze the customer journey to identify pain points and opportunities for improvement.
• Develop strategies to enhance each stage of the customer journey, ensuring a seamless and positive experience.

• Manage and optimize CRM systems and tools, ensuring they support CRM initiatives effectively.
• Stay updated on the latest CRM technologies and trends, recommending and implementing enhancements as needed.

• Work closely with other departments, including sales, IT, and product development, to ensure a unified approach to customer relationship management.
• Collaborate with Customer Service to integrate customer feedback and insights into CRM strategies.
• Generate and present regular reports on CRM activities, customer insights, and key performance metrics to senior management.
• Use data analytics to identify trends and opportunities, informing strategic decisions and actions.
• Collect, analyze, and act on customer feedback to continuously improve the customer experience.
• Implement strategies to address customer concerns and enhance satisfaction and loyalty.

Qualifications:

• Proven experience as a CRM Manager or in a similar role, preferably in a customer-centric environment.
• Strong understanding of CRM systems and tools, with hands-on experience in managing CRM software (e.g., Salesforce, Microsoft Dynamics).
• Excellent analytical skills, with the ability to translate data into actionable insights.
• Strong project management skills, capable of managing multiple projects simultaneously.
• Excellent communication and interpersonal skills.
• Detail-oriented with a strategic mindset.
• Experience in the retail industry or a customer service-focused role is a plus.

• Bachelor's degree in Business Administration, Customer Experience, Information Systems, or a related field; a Master’s degree is a plus.
• MBA/Master degree is preferred.