Customer Experience Manager

About the role

The Customer Experience Manager will design and execute strategies that create seamless, personalized journeys for HOLDAL’s diverse portfolio. This senior role partners with brand, sales, and technology teams to boost Customer Lifetime Value through data‑driven engagement.

Key responsibilities

• Conduct CRM & CX health checks to identify gaps and improvement opportunities.
• Develop tailored experience strategies for Luxury, Mass Retail and Para‑Pharma segments.
• Lead market and consumer research to inform strategic projects.
• Centralise customer data, create segmentation models and drive cross‑selling/upselling.
• Partner with Tech Hub on ERP integrations, data feeds and AI‑powered CX tools.
• Design, optimise and analyse customer engagement campaigns.
• Manage NPS, satisfaction surveys, mystery‑shopping programs and in‑store events.
• Oversee loyalty and gift‑card programmes, benchmark competitors and plan annual activity calendars.
• Lead, coach and evaluate the CX team, setting KPIs and supporting career development.

Required profile

• Bachelor’s degree in Business Administration, Marketing or related field.
• 8+ years progressive experience in CX, CRM, loyalty or client relationship management, preferably in Luxury, Retail, Beauty or Para‑Pharma.
• Proven track record developing CRM strategies, loyalty programmes and maximising CLV.
• Strong analytical mindset with ability to turn insights into commercial recommendations.
• Fluent in English and Arabic; French a plus.

Required skills

• Experience with CRM platforms.
• Customer data analytics and segmentation.
• Marketing automation tools.
• AI‑enabled CX solutions.