أخصائي إدارة علاقات العملاء (CRM)

About the Role Cleo Dutch Holdings is looking for a CRM Specialist to take ownership of the company’s CRM function and develop a CRM ecosystem customized to the business, customers, and e-commerce objectives. The role will manage customer data, segmentation, lifecycle journeys, campaigns, retention initiatives, and CRM performance, while working closely with E-commerce, Marketing, Sales, Customer Service, and other relevant teams. Key Responsibilities Own and manage the company's CRM platform, processes, and customer database. Develop and continuously improve a CRM structure customized to Cleo Dutch Holdings. Build customer segments based on purchasing behavior, engagement, preferences, and lifecycle stage. Develop and manage automated customer journeys, including welcome, repeat purchase, retention, reactivation, cross-sell, upsell, and win-back journeys. Plan, execute, and optimize CRM campaigns across relevant channels such as email, SMS, Whats App, and push notifications. Use customer data and insights to improve personalization, engagement, retention, and customer lifetime value. Monitor and report on key CRM KPIs, including retention, repeat purchase, customer lifetime value, churn, campaign conversion, engagement, and CRM-generated revenue. Conduct A/B testing and continuously optimize campaigns and customer journeys. Work closely with the Director of E-commerce to align CRM initiatives with the company's commercial and e-commerce objectives. Collaborate cross-functionally to ensure effective use and integration of CRM across the organization. Identify opportunities to improve CRM processes, automation, customer experience, and revenue generation.
Requirements Bachelor's degree in Marketing, Business, E-commerce, Data Analytics, or a related field.2–4 years of experience in CRM, E-commerce, Digital Marketing, Customer Engagement, or a related role. Hands-on experience with CRM platforms, customer databases, segmentation, and marketing automation. Strong understanding of customer lifecycle, retention, and e-commerce journeys. Strong analytical and problem-solving skills with the ability to turn customer data into actionable insights. Experience with email, SMS, Whats App, push notifications, or similar CRM channels is a plus. Strong Excel/Google Sheets and reporting skills. Excellent communication, organization, and stakeholder management skills. Key Objective The CRM Specialist will be responsible for building a structured, scalable, and data-driven CRM function that strengthens customer relationships, increases retention and repeat purchases, improves customer experience, and contributes directly to e-commerce growth.