Department: Marketing

Reports To: Senior Marketing Manager | Talal Group

ROLE PURPOSE

Execute Talal Group’s CRM, loyalty and customer analytics initiatives, mainly the “Marhaba” Loyalty Program.
Manage the loyalty experience in the new unified e-commerce and loyalty app, from integration to ongoing operation.
Execution-focused role; scope expands into marketing, data and business support based on performance.

KEY RESPONSIBILITIES

Loyalty & CRM Operations (Primary Focus)
Support earn and burn rules, bonus points, coupons, vouchers and tier benefits.
Coordinate with Customer Support and Operations on missing points and customer queries.
Help ensure POS and e-commerce systems are correctly mapped for loyalty transactions.
Handle contract coordination: documentation follow-ups, implementation tracking, vendors.
Loyalty in the E-commerce App
Manage loyalty from integration to launch: give rules and requirements to the product owner; coordinate with IT and vendors.
Test sign-up, points earn and burn, coupons and member matching before launch and with each release.
Monitor in-app loyalty performance and recommend improvements.
Prepare launch inputs: customer communication and store and Customer Support guidance.
CRM Campaign Execution
Maintain and execute the CRM and loyalty campaign calendar.
Support campaigns across App, SMS, Email, WhatsApp and in-store channels.
Run campaign QA: audience validation, offer logic, timelines.
Reporting & Analysis
Prepare regular CRM and loyalty performance reports for management.
Track KPIs: enrollments, engagement, redemptions, campaign responses.
Support ad-hoc analysis and data preparation for reviews and presentations.
Store Coordination
Coordinate with Operations and stores on enrollment drives and adoption.
Support store communication, scripts and promotional materials.
Track store-wise loyalty performance and flag gaps.
Cross-Functional Support
Work with Marketing, Operations, Procurement, Warehouse, IT/Data, Finance and Customer Support.
Support promotions, flyers and seasonal campaigns as assigned.
Data Quality & Compliance
Ensure accurate customer data capture, including consent and preferences, across store and app.
Support data checks and reporting accuracy.
Adhere to UAE PDPL and company policies.

REQUIRED QUALIFICATIONS & EXPERIENCE

Bachelor’s degree in Business, Marketing, Data or a related field.
0-3 years in CRM, loyalty, analytics, e-commerce or marketing operations.
Strong Excel / Google Sheets; Power BI and basic SQL are an advantage.
Exposure to e-commerce or mobile app flows, requirement documentation or UAT is an advantage.

SKILLS & COMPETENCIES

Analytical, structured thinking and strong execution discipline.
Positive attitude; strong interpersonal and coordination skills.
Clear documentation of requirements and test scenarios; works well with technical teams and vendors.
Manages multiple tasks and priorities.
English mandatory; Arabic an advantage.

ROLE PROGRESSION

Starts with CRM and loyalty operations, reporting and app loyalty management.
Expands into marketing analytics, promotions and business support based on performance.
Growth path to a senior CRM / marketing operations role.

PERSONAL ATTRIBUTES

Trustworthy, dependable and aligned with Talal Group values.
Proactive, flexible, with a strong ownership mindset.

COMPENSATION & BENEFITS

Competitive salary based on experience and internal benchmarking.
Accommodation and meal allowance as per company policy.
Medical insurance as per UAE regulations.
Structured on-the-job training and mentorship.

SUCCESS MEASURES

Timely execution of loyalty and CRM activities.
App loyalty features pass UAT before launch.
Accurate member matching and consistent points across store and online.
Smooth onboarding and better cross-department coordination.
Ability to take on expanded responsibilities over time.