أخصائي إدارة علاقات العملاء

CRM Specialist | Reef Group

Position Title: CRM Specialist

Location: Riyadh, Saudi Arabia

Job Type: Full-Time

About the Role

Reef Group is seeking a data-driven and customer-focused CRM Specialist to join the Marketing Department and support the development and execution of customer relationship management initiatives across the Group’s brands and channels.

The role will be responsible for managing customer data, segmentation, targeted communications, CRM campaigns, loyalty and retention initiatives, and customer journey activities to improve engagement, repeat purchase, and long-term customer value.

The ideal candidate should have strong experience in CRM platforms, customer segmentation, campaign execution, customer analytics, and lifecycle marketing within a retail or consumer-focused environment.

Key Responsibilities

• Support the planning and execution of CRM campaigns across customer communication channels.
• Manage customer segmentation based on behavior, purchase history, preferences, demographics, and engagement.
• Develop targeted customer communication for different segments and lifecycle stages.
• Support customer retention, loyalty, reactivation, and repeat-purchase initiatives.
• Manage and maintain customer databases and ensure data accuracy and quality.
• Monitor customer journeys and identify opportunities to improve engagement and conversion.
• Coordinate CRM campaigns through SMS, email, push notifications, WhatsApp, or other relevant channels.
• Track campaign performance, customer response, conversion, retention, and engagement metrics.
• Analyze customer behavior and purchasing patterns to generate actionable insights.
• Support loyalty program activities, member engagement, and customer rewards initiatives.
• Conduct customer segmentation and audience targeting for marketing campaigns and product launches.
• Work closely with Marketing, E-commerce, Digital, Retail Operations, Customer Experience, and Data teams.
• Support campaign testing, including audience, offer, messaging, and timing optimization.
• Prepare CRM performance reports, dashboards, and recommendations.
• Monitor inactive customers and develop reactivation campaigns.
• Support personalization initiatives across different customer touchpoints.
• Ensure CRM communications are aligned with brand tone, campaign objectives, and customer preferences.
• Support continuous improvement of CRM processes, customer data utilization, and marketing automation.

Required Qualifications

• Bachelor’s degree in Marketing, Business Administration, Data Analytics, Information Systems, or a related field.
• 2–4 years of relevant experience in CRM, Customer Lifecycle Marketing, Loyalty, Retention, or a related area.
• Hands-on experience with CRM or marketing automation platforms.
• Strong understanding of customer segmentation, lifecycle marketing, retention, and loyalty concepts.
• Experience executing targeted customer campaigns across multiple communication channels.
• Good understanding of customer data, purchasing behavior, and campaign analytics.
• Experience within retail, beauty, fragrance, fashion, FMCG, e-commerce, or consumer goods is highly preferred.
• Strong analytical skills and proficiency in Microsoft Excel.
• Experience with customer dashboards, reporting, or data visualization tools is an advantage.
• Familiarity with CRM platforms such as Salesforce, Microsoft Dynamics 365, HubSpot, Oracle, SAP, or similar systems is preferred.
• Strong attention to detail with the ability to work with large customer databases.
• Strong Arabic and English communication skills.

Why Join Us?

Join Reef Group during an exciting stage of continued regional and international growth. As a CRM Specialist, you will play a key role in strengthening customer relationships, improving retention and engagement, and helping the Group build more personalized and data-driven customer experiences across its brands and channels.