CVM – Senior Manager- Majid Al Futtaim, Dubai
Role Purpose:
Oversee CVM program across Majid Al Futtaim providing governance and oversight across all areas. Leader will be responsible for driving the customer value during the lifetime of existing customers by understanding customer overall needs and matching those to products / services that are offered. CVM Lead will partner with Marketing / CVM teams across business to realize CVM vision and North star while also driving the value of the customer cross-BU
Role Details – Key Responsibilities and Accountabilities:
Provide CVM program oversight and governance ensuring all streams are geared up and working well towards achieving business CVM Objectives
Drive revenue growth by understanding key-drivers for meeting business objectives through multiple channels and across customer touch-points
Act as a strategic architect for CVM program at large across Majid Al Futtaim driving CVM initiative across businesses in terms of education on importance as well as process to execute
Partner with businesses to drive growth towards revenue targets; shares best practice, creates frameworks and guidelines for operations and supports design of campaigns and life-cycle as needed
Defining a common approach to customer value measurement, setting targets to achieve cross BU and cascading the same within businesses
Provide a unified customer view based on signals from all BUs and external data
Identify most optimal opportunities to stretch the customer
Define and deliver 1:1 personalized cross-BU campaigns driving retention and cross-sell
Oversees the development and on-going maintenance of CVM systems and capabilities
Provide holistic view of CVM program performance, from a cross BU perspective maximizing value of MAF customer and guiding businesses to do the same for BU CVM work
Advise on setting targets both from revenue and behavioral perspective based on long term value for MAF and ensuring all streams are on track to achieve targets
Regularly track and manage churn process, understand trends and dynamics to optimize accordingly
Applying best practice, develop continuous improvement plans and make recommendations based upon employee and customer insights
Work alongside BU, CRM, Digital, Customer Insights, Data and Technology teams to realize the plan and vision
Manage vendors and vendor contracts (with any 3rd parties working for group-wide CVM agenda)
Successfully deliver CRM program and increase value of customers across MAF
Functional/Technical Competencies
Bachelors or Masters degree in marketing or related field
Proven experience in driving growth and revenue in Marketing field particularly within the industry
Self-starter, self-driven person who can navigate through highly agile environments; ability to work independently when required
Experience working cross-functionally with development, design, business and marketing teams
Solid experience in managing stakeholders
Ability to meet tight deadlines and prioritize workloads with a track record of taking ownership and driving results
Customer-centric approach with passion for driving value and growth
Personal Characteristics and Required Background:
Self-starter, self-driven person who can navigate through amorphous and highly agile environments; ability to work independently when required
Experience working cross-functionally with development, design, business and marketing teams
Ability to meet tight deadlines and prioritize workloads with a track record of taking ownership and driving results
Verbal and written fluency in English is a pre-requisite; good listening skills with strong attention to details
Customer-centric approach with passion for building creative, new digital products with the aim of optimizing the customer experience and business operations
A strong understanding of the entire ad tech ecosystem from both a business and a technical standpoint.
Apply Here:
https://careers.majidalfuttaim.com/job/Dubai-CVM-Senior-Manager/696007101/
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