CRM Senior Specialist

About the Role

Nice One is seeking a CRM Senior Specialist to join their team in Riyadh, Saudi Arabia. This full-time role focuses on driving customer engagement, retention, and revenue growth through effective CRM strategies and marketing automation.

Role Purpose

The CRM Senior Specialist will be responsible for managing CRM strategies, customer data, and lifecycle campaigns. This includes delivering actionable insights to enhance customer experience and improve overall business performance.

Key Responsibilities

• Develop and execute CRM strategies to support customer acquisition, engagement, retention, and loyalty objectives.
• Manage customer lifecycle programs across various stages including onboarding, activation, repeat purchase, retention, win-back, and reactivation.
• Plan, build, and optimize targeted customer communication campaigns via email, SMS, and push notifications.
• Segment customer databases based on demographics, behavior, transaction history, preferences, value, and engagement.
• Create customer journeys, automated workflows, triggers, and personalized communication experiences.
• Maintain the accuracy, completeness, and integrity of customer data within the CRM system.
• Monitor CRM campaign performance, including open rates, click-through rates, conversion, revenue, retention, and return on investment.
• Conduct A/B testing on campaign content, audience segments, offers, timing, and communication channels to improve results.
• Prepare regular CRM performance reports, dashboards, forecasts, and recommendations for management.
• Analyze customer behavior, purchase patterns, churn risk, lifetime value, and engagement trends to identify growth opportunities.
• Collaborate with marketing, e-commerce, sales, customer service, technology, data, and operations teams to deliver integrated CRM initiatives.
• Coordinate campaign calendars, briefs, content requirements, approvals, testing, launches, and post-campaign analysis.
• Support the development and implementation of loyalty programs, customer offers, promotions, and personalized experiences.
• Ensure CRM campaigns comply with applicable privacy, consent, data protection, and company communication policies.
• Identify opportunities to improve CRM processes, data quality, system functionality, reporting, and marketing automation.
• Manage relationships with CRM, marketing automation, analytics, and technology vendors when required.

Qualifications and Experience

• Candidates should possess 5-10 years of relevant experience in CRM management.

Work Location

This position is based in Riyadh, Riyadh, Saudi Arabia.

Application Process

Interested candidates are encouraged to apply.