At MAF Retail Carrefour, our success is powered by Passionate and Bold people who stands Together to make MAFR Carrefour the Best Place to Work. We foster innovation, develop talent and encourage our people to inspire and act like entrepreneurs. We celebrate success and reward achievements. Our people play an active part in all aspects of our business in order to turn our vision of creating ‘great moments for everyone, everyday’ into a reality.

Today, MAF Carrefour operates over 380 Carrefour stores in 16 countries, serving more than 750,000 customers daily and employing more than 38,000 people with over 110 nationalities.

We are committed to diversity and promoting an inclusive culture that lives up to our purpose and values.

We are looking to add a new MAFer to our Team and hiring Director – Loyalty & CRM to join our Marketing & Communication Department.

About the Role:

Overseeing the implementation and roll out of loyalty programs across the various countries. The role holder is also responsible for driving the identification of suitable partners for the development and marketing of loyalty programs. Accountable for overseeing the implementation of the CRM strategy across various MAFR operating markets in collaboration with different stakeholders to achieve targets as per the business plan.

Key Responsibilities

Strategic Planning

• Define and deploy Loyalty and CRM strategies and programs in line with organization’s overall strategy to achieve targets as per the business plan

Loyalty Programs Planning, Implementation and Operations

• Ensure effective implementation of loyalty programmes by liaising with key stakeholders
• Drive and lead loyalty programs designed and communicate to all key stakeholders to deliver commercial objectives through enhancing member retention and growth across the various countries.
• Oversee and monitor the annual loyalty budget against design and implementation of loyalty programmes; Highlight any budget variances to the senior management
• Define and drive key performance indicators (KPIs) based on the program objectives for monitoring the progress of loyalty programmes effectiveness
• Drive strategic negotiations with third-parties to bring the correct partnerships to the loyalty programmes for as an effective and attractive retention mechanic
• Work closely with multiple countries for the development and implementation of Loyalty programmes

CRM Strategy

• Drive and ensure implementation of overarching CRM strategy for marketing including Loyalty program
• Ensure development of appropriate multi-channel contact strategies and programs to drive revenue via actionable customer insight

Human Capital Responsibilities

• Ensure the implementation of the performance management process
• Provide mentorship for the purpose of developing a continuous talent pipeline for key roles
• Identify training needs and coordinate with the HC department to ensure facilitation of training requirements
• Oversee the development and implementation of on the job-training
• Ensure constant availability of the required competent staff to support the organization in meeting all its responsibilities, plans, and objectives
• Partner with HC to identify and implement required trainings for end-users across the organization
• Provide inputs while developing MAF Retail’s corporate policies and relevant procedures, and monitor the implementation

Minimum Qualification, Experience & Skills Required:

• Bachelor’s Degree in Business Administration or Marketing – MBA is preferred
• A minimum of 10+ years relevant, demonstrated experience / proven track record in a similar role with minimum 3 years in senior management position in the retail sector.
• Detail oriented with a focus on precision, highly creative with both words and images
• Excellent listening skills – in order to convey the message, it must first be understood
• Strategic thinking and the ability to translate strategies into effective delivery models and plans
• Excellent organizational and time management skills with the ability to work under pressure, balancing conflicting demands and meeting tight deadlines
• Must be able to work without rules – in an evolving digital environment the art of the possible continually moves
• Persuasive communication and positive interpersonal and observational skills
• Ability to challenge existing systems constructively, with the tenacity and confidence so see things through to implementation and completion.
• Highly motivated with personal integrity and the ability to invoke trust and respect
• Ability to convey an image that is consistent with organizational behaviors, demonstrating qualities, traits and demeanour that command leadership respect
• Email Marketing, App Marketing, Database segmentation, Web and App Analytics, Reporting and data visualization tools
• English (Full professional proficiency – Required) – Arabic is an advantage

Additional Information

• This is an on-site position based in MAF Retail Carrefour Corporate office in Dubai – UAE.
• Relocation Assistance Provided for internationally based.