Growth Marketing (Customer Value and Retention) Manager

Customer Value and Growth Manager Department: Marketing Reports to: Head of Marketing Egypt & KSA Scope: Group-wide customer growth across Retail & E-commerce. Role Purpose Own the customer growth and lifecycle agenda across retail and e-commerce, with responsibility for maximizing the commercial value of L’azurde’s customer database through segmentation, automation, personalization, retention and reactivation. The role will act as the internal business owner of the Customer Engagement/CDP platform and ensure that the investment translates into measurable growth in repeat purchase, retention, customer lifetime value and incremental revenue. This role combines hands-on use of the customer engagement platform with data analysis and commercial growth responsibilities. It owns campaign setup, testing, launch and optimisation to deliver measurable business outcomes. Key Responsibilities Customer Lifecycle & Growth Develop the customer lifecycle strategy across acquisition, first purchase, second purchase, retention, reactivation and loyalty. Identify growth opportunities within existing customer segments and translate them into actionable campaigns and automated journeys. Develop initiatives to increase repeat purchase rate, purchase frequency, AOV and customer lifetime value. CDP / Customer Engagement Platform Ownership Act as the internal business owner of the selected customer engagement platform. Lead the transition from vendor Managed Services to internal ownership following implementation and handover. Build and continuously optimize automated journeys including browse abandonment, cart recovery, post-purchase, win-back, one-time buyer reactivation and personalized recommendations. Manage segmentation, triggers, campaign logic, frequency and channel orchestration across email, WhatsApp, SMS, push and onsite engagement. Own the campaign calendar in line with trading priorities, coordinating content and approvals and validating audiences, consent, suppression rules and campaign quality before launch Omnichannel Customer Growth Ensure the platform serves the full customer ecosystem rather than e-commerce alone. Develop customer growth programs using both online and retail customer data. Partner with Retail, E-commerce, CRM, IT/Data and Brand teams to activate customer opportunities across channels. Analytics, Testing & Commercial Performance Establish clear baselines and measurement methodology for lifecycle initiatives. Track incremental revenue and ROI generated by customer-growth programs. Lead test-and-learn programs covering customer segments, offers, journeys, timing, channels and communication. Produce regular reporting covering revenue uplift, repeat purchase, retention, reactivation, CLV, AOV and journey performance. Recommend corrective actions where programs are underperforming. Key KPIs Incremental revenue generated through lifecycle and customer-growth initiatives Customer retention / repeat purchase rate Second-purchase conversion Reactivation of dormant customers Customer lifetime value Average order value Automated journey conversion and revenue ROI by customer-growth initiative Database activation and addressable customer penetration Key Stakeholders Marketing, E-commerce, Retail, CRM/Customer Service, IT/Data, Finance and customer-engagement technology partners. Candidate Profile 8+ years of experience in CRM, lifecycle marketing, customer growth, retention or marketing automation. Hands-on experience with customer engagement/CDP platforms such as WebEngage, MoEngage, Braze, Salesforce Marketing Cloud or similar. Strong commercial and analytical orientation with experience linking CRM activity to revenue outcomes. Proven experience personally building, launching and optimising customer journeys, segmentation and personalisation programs, with evidence of measurable commercial results. Strong cross-functional stakeholder-management capability. Retail, e-commerce or omnichannel experience preferred. Show more Show less