CRM & Loyalty Manager

About the role

SuperDokan is building one of Lebanon's leading omnichannel retail platforms and needs a CRM & Loyalty Manager to create a customer retention engine from scratch. You will own the strategy across WhatsApp, email, push notifications and loyalty, turning one‑time shoppers into lifelong customers and building a unified view of each customer.

Key responsibilities

• Build and maintain unified customer profiles across web, app and physical stores using phone number as the primary identifier.
• Design, launch and optimise lifecycle campaigns such as welcome, abandoned cart, post‑purchase, replenishment, win‑back and lapsed‑customer flows.
• Develop WhatsApp as the top‑performing relationship channel through automation, personalised messaging and conversational commerce.
• Segment customers by RFM, category affinity, store vs. online behaviour and store‑credit balance.
• Own the store‑credit and loyalty mechanics, including earn rules, redemption and impact on repeat purchase rate.
• Report weekly on repeat purchase, retention (30/60/90‑day), LTV by acquisition source and campaign‑attributed revenue.
• Run A/B tests on offers, timing, channel and creative, ensuring every campaign has a control group.
• Collaborate with store managers to capture customer identity at checkout and reduce COD refusal and return rates through post‑order communications.
• Leverage AI tools where appropriate to improve segmentation, campaign creation and productivity.
• Partner with Marketing, Customer Service, Product and Store Operations to deliver a seamless customer experience.

Required profile

• 3–5+ years of experience in CRM, lifecycle marketing or customer retention for e‑commerce, retail or consumer‑app businesses.
• Experimental mindset, data‑driven decision making and strong customer‑experience focus.
• Excellent communication with both technical and non‑technical teams.
• Fluency in Arabic and English; French is a plus.
• Understanding of COD economics and low‑trust‑payment markets.

Required skills

• Hands‑on experience with a CRM/marketing automation platform (e.g., Klaviyo, Braze, Insider, Netcore or Shopify‑native equivalents).
• WhatsApp Business API integration experience.
• Proficiency with spreadsheets and business‑intelligence tools; SQL is a strong plus.
• Experience building segmentation models (RFM, category affinity) and running A/B tests.