Senior CRM Executive Full Time NEW

Since 1992, Big Ticket LLC has been offering huge cash prizes and dream cars, creating unforgettable experiences for our customers. Our monthly guaranteed draws give participants the chance to win massive cash prizes, luxury cars, and more, with millions of dirhams awarded to lucky winners every month.

At Big Ticket, we’re more than just a raffle; we create moments of hope, joy, and excitement for people around the world. With a mission to turn dreams into reality through exciting games and entertainment and make every draw an event to remember.

Purpose and Objectives for the Role

The CRM Executive supports the delivery of Big Ticket’s CRM strategy through the execution of targeted, personalised customer communications across multiple channels. This is a data, technology and performance-driven role, focused on using customer data, segmentation, automation and campaign execution to drive measurable improvements in engagement, retention and customer value. Working closely with the CRM Manager, this role is responsible for building, deploying and optimising CRM campaigns using platforms such as XtremePush and customer data from the Snowflake-based Single Customer View (SCV).

Campaign execution is driven by defined audience segmentation and lifecycle stages, ensuring communications are relevant, timely and aligned to customer behaviour. A core focus of the role is the delivery of automated, lifecycle-based CRM programmes, supporting Big Ticket’s ambition to move toward best-in-class personalisation and always-on customer engagement.

This role operates in support of the CRM Manager, who leads CRM strategy, planning and lifecycle design in collaboration with R-Cubed. The CRM Executive is responsible for execution, workflow management and campaign delivery, ensuring activity is delivered accurately, efficiently and in line with business priorities. The role plays a key part in driving engagement, retention and customer value, while supporting broader commercial performance and marketing effectiveness.

Overall Responsibilities

• Execute CRM campaigns across channels including email, push notifications, SMS and in-app messaging, customer inbox, ensuring timely and accurate delivery at scale.
• Build, manage and optimise automated workflows and lifecycle-based customer journeys within CRM platforms (e.g. XtremePush), including trigger-based and behaviour-led communications.
• Translate CRM plans and campaign briefs into live campaigns and journeys, ensuring alignment to lifecycle strategy and business priorities.
• Activate and manage audience segments from the Snowflake SCV, ensuring campaigns are delivered using clearly defined, segment-led targeting approaches.
• Apply segmentation frameworks defined by the CRM Manager and R-Cubed, ensuring all CRM activity is audience-led and aligned to lifecycle stages and customer behaviour.
• Apply audience selection, exclusions and suppression logic to ensure campaigns are accurately targeted and aligned to customer preferences and contact policies.
• Implement both automated lifecycle communications and ad-hoc campaign activity in line with trading requirements and operational priorities.
• Apply dynamic content and personalisation techniques to deliver relevant, data-driven customer experiences.
• Ensure all campaign assets (copy, creative, links and tracking) are correctly implemented, tested and quality checked prior to launch.
• Monitor campaign and journey performance across key metrics such as engagement, conversion, retention and reactivation, proactively identifying opportunities for optimisation.
• Support the delivery of CRM-driven revenue, retention and reactivation targets through effective campaign execution.
• Support A/B testing initiatives, implementing and tracking experiments to improve performance.
• Collaborate closely with the Brand Manager, Designers and Social and Content Lead to finalise and adapt content for CRM channels.
• Work with Digital Channels teams (web and app) to ensure CRM activity aligns with customer journeys and digital experience.
• Collaborate with Retail/Telesales teams to ensure activity reflects operational priorities and customer interactions.
• Support alignment with Commercial teams to ensure CRM activity contributes to trading performance and business outcomes.
• Maintain CRM data hygiene and support data integrity across platforms and ensuring CRM activity complies with data governance standards, consent management policies and relevant regulations.
• Identify opportunities to improve campaign execution, automation and performance through better use of data, technology and process.
• Stay informed on CRM, lifecycle marketing and personalisation best practices, bringing relevant ideas and innovation into the team.

Skills Required

• Experience in CRM, digital marketing or campaign execution roles within a B2C environment.
• Hands-on experience with CRM and marketing automation platforms such as XtremePush, Salesforce or similar.
• Strong understanding of data-driven marketing, including segmentation, targeting and campaign performance optimisation.
• Experience building and managing automated workflows and lifecycle-based CRM programmes.
• Experience with CRM platforms (e.g., Braze, Salesforce, HubSpot, Zoho, Dynamics, or similar).
• Familiarity with customer data environments (e.g. Snowflake or similar SCV platforms).
• Understanding of audience selection, exclusions, suppression logic and contact strategy principles.
• Knowledge of data governance, consent management and regulatory requirements within CRM communications.
• Ability to interpret campaign performance data and apply insights to improve future activity.
• Strong performance mindset, with a focus on continuous improvement, efficiency and measurable outcomes.
• Strong attention to detail and ability to manage multiple campaigns and workflows simultaneously.
• Good understanding of digital customer journeys and multi-channel communication.
• Collaborative mindset with the ability to work effectively across Marketing, Commercial, Operations and external partners.
• Curious and proactive mindset, with an interest in industry trends, tools and best practice.
• Comfortable working in a fast-paced, digital-first and performance-driven environment.

Qualifications Required

• Bachelor’s degree in Marketing, Digital Business, Communications, or related field.
• Additional certifications in CRM, Martech or Data are a plus.