CRM & Clienteling Manager
Location _ Dubai, UAE
Reports to General Manager / Owner
Type_Full-time
The Role
This is a hands-on, build-from-scratch role. You will own our customer database end to end: extracting
and cleaning data from POS, segmenting our client base, designing clienteling playbooks, and —
critically — driving data-capture discipline on the shop floor across all stores. You will be measured on
capture rate, repeat purchase rate, and revenue from client outreach.This is not a strategy or vendor-
management role. You will pull the data yourself, build the segments yourself, and train store teams in
person.
Responsibilities
o Audit, extract, and clean customer data from POS across all stores; build and maintain a single
unified client database
o Design and run RFM segmentation (VIP, repeat, lapsed, one-time tourist) and produce monthly
insights for management: top-client revenue concentration, reactivation opportunities, brand
cross-shopping
o Build and run clienteling programs via WhatsApp Business and email: post-purchase follow-
up, new-arrival outreach, lapsed-client reactivation, VIP event invitation.
o Set data-capture targets per store (name, phone, consent, purchase detail on 80%+ of
transactions), train store teams, and audit compliance weekly on the floor
o Ensure all data capture and outreach complies with UAE PDPL (consent at capture, opt-out
handling)
o Select and implement a low-cost CRM/clienteling tool suited to our scale; own it end to end
o Track and report ROI: repeat rate, reactivation revenue, average spend by segment
Requirements
o 5–8 years in retail CRM or clienteling, with at least 3 in luxury/premium fashion or jewelry
o GCC experience strongly preferred
o Advanced Excel required; SQL or equivalent ability to work with raw POS exports strongly
preferred
o Proven, measurable results from clienteling campaigns you personally ran (be ready to show
numbers: repeat-rate lift, reactivation revenue)
o Demonstrated success improving data-capture discipline in stores — you have trained and
held retail teams accountable, not just managed a system
o Working knowledge of WhatsApp Business and at least one CRM platform (Zoho, HubSpot,
Salesforce, or a clienteling app)
o Comfortable operating alone without a team or big budget.
Nice to Have
o Experience at a GCC multi-brand luxury operator
o Arabic and/or Russian language skills
o Familiarity with UAE PDPL / data-privacy compliance in practice
o Experience serving both resident and tourist luxury clientele
What We Offer
o Ownership of a greenfield function with direct access to ownership — your results are visible
immediately
o A portfolio of globally recognized brands and an established high-value client base
o Competitive salary commensurate with experience [+ performance bonus tied to
repeat/reactivation revenue]
