CRM Manager - Luxury retail

INSPIRE | EXHILARATE | DELIGHT For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories.

Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally.

Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Their collective efforts have earned the Group the Great Place to Work® certification in several markets.

Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women’s Empowerment Principles, and to have pledged to reach Net Zero by 2040.

What You'll Be Doing The CRM Manager leads the omnichannel CRM strategy across GCC and other markets, driving customer engagement, retention, and lifetime value through data-driven experiences. The role is responsible for strengthening customer journeys, retention, and overall customer experience across all touchpoints, combining strategic, commercial, analytical, and technical CRM expertise. Working cross-functionally with Ecommerce, Retail, Personal Shopping, Data, Marketing, and Technology teams, the CRM Manager drives customer growth and long-term business performance while maintaining luxury brand positioning and service standards. This role requires strong analytical skills, commercial acumen, and the ability to turn customer data into actionable opportunities.

CRM Strategy, Customer Lifecycle & Performance

• Lead the omnichannel CRM strategy across GCC and other markets, covering acquisition, onboarding, engagement, retention, reactivation, loyalty, and customer lifetime value, informed by customer insights, luxury consumer trends, and CRM best practices.
• Define, monitor, and optimize CRM KPIs including engagement, retention, repeat purchase, conversion, revenue uplift, and customer lifetime value.
• Analyze customer behavior and performance trends to identify and lead CRM initiatives that improve retention, customer experience, and commercial performance.
• Translate customer insights and CRM data into actionable recommendations for the business.

CRM Operations & Customer Experience

• Own and optimize automated customer journeys, including welcome, abandoned cart, post-purchase, replenishment, and win-back programs.
• Lead CRM campaigns, omnichannel customer communications, and engagement initiatives across touchpoints.
• Drive A/B testing and optimization to improve engagement, conversion, retention, and commercial performance.
• Partner with Personal Shopping teams to strengthen VIP engagement and omnichannel clienteling experiences through actionable customer insights.
• Support store Sales Associates with customer linkage, clienteling, customer allocations, appointments, gifting initiatives, ambassador programs, and in-store outreach.
• Partner with