CRM Strategy & Execution
- Develop and execute a unified CRM strategy that supports both B2B customers and B2C shoppers, across all product categories.
- Own CRM platform operations to design and deploy lifecycle campaigns.
- Manage audience segmentation, personalization, and automation across all customer touchpoints.
- Align CRM efforts with sales cycles, promotions, and seasonal campaigns across categories.
- Monitor customer behaviour metrics and CRM KPIs (open rate, churn, conversion etc) to drive continuous improvement.
- Maintain and improve data management processes and accuracy.
Brand Management & Communication
- Own and maintain brand consistency across all customer-facing channels (retail stores, digital platforms, social media, advertising).
- Develop and execute omnichannel brand campaigns that reflect category diversity and business values.
- Lead creative direction and ensure consistent brand voice, identity, and storytelling across internal and external communications.
- Collaborate with merchandising, e-commerce, and category teams to craft brand narratives relevant to each product vertical.
- Monitor brand health and customer sentiment via research, surveys, and competitor benchmarking.
Cross-Functional Leadership
- Partner with digital marketing, performance, merchandising, retail operations, and commercial to align CRM and brand initiatives with business goals.
- Collaborate with BI and data teams to identify insights and drive data-backed decision-making.
- Coordinate with IT to manage CRM systems and data warehousing
- Coordinate with customer service teams to embed brand tone and service standards across support channels.
Company Description
METRO opened its first cash & carry wholesale center in Pakistan in 2007 & expanded to 5 wholesale centers in a short span of 18 months. In July 2012 METRO and Makro-Habib combined their wholesale business in Pakistan marking the beginning of a long-term partnership to the mutual benefit of both companies. The merger allowed
METRO and Makro-Habib to combine resources and gain the financial strength to lead and grow in a challenging environment and to gain synergies targeted to generate value for our customers and suppliers alike. Today the company is operating 10 wholesale centers in Lahore, Karachi, Multan, Islamabad & Faisalabad.
METRO Pakistan (Pvt) Limited is part of METRO GROUP’s sales division METRO Cash & Carry, the international leader in self-service wholesale. The company operates more than 750 stores in 25 countries in Europe, Asia and Africa and has a workforce of over 107,000 employees. Sales in 2016/17 were approximately 37 billion Euro.
Qualifications
University degree (Master or Bachelor) or minimum another higher education in Business Administration/Marketing/Management Sciences from an HEC recognized university.
Additional Information
Minimum 6 years of relevant experience in Marketing / Communication & CRM roles.
Experience of data-driven marketing in retail is preferred.
