Customer Experience Manager
HOLDAL Group · Beyrouth
Job description
About the role
The Customer Experience Manager will design and optimise end‑to‑end customer journeys, driving retention and maximising Customer Lifetime Value across HOLDAL’s luxury and mass‑market portfolios.
Key responsibilities
- Conduct a full CRM & CX health check, identify gaps and quick wins, and tailor distinct CX journeys for luxury versus mass/para‑pharma segments.
- Partner with the Tech Hub on data feeds, ERP integrations and AI‑driven tools to support front‑end strategy and commercial growth.
- Lead loyalty and gift‑card programmes, benchmark competitor initiatives and produce 12‑month commercial activity calendars.
- Manage the CX team, set KPIs, conduct performance reviews and foster 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, mass or retail sectors.
- Proven track record of increasing CLV and building tailored loyalty frameworks.
- Fluent in English and Arabic; French a plus.
Required skills
- CRM platforms and data‑lab capabilities.
- AI tools and predictive analytics.
- ERP integration knowledge.
- Mystery‑shopping and automated analytics tools.
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Published 12 hours ago
Expires 1 month from now
3 views · 0 interested
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HOLDAL Group
Beyrouth