Director of Marketing and CX (Retail)

📌 Core Information 🔹 Job Title: Director of Marketing and CX (Retail) 🔹 Company: Calo 🔹 Location: Seef, Manama, Bahrain 🔹 Job Type: Full-Time 🔹 Category: Retail, Marketing 🔹 Date Posted: June 21, 2025 🔹 Experience Level: 5-10 years 🔹 Remote Status: On-site 🚀 Job Overview Key aspects of this role include: 1. Local Love: Create and execute neighborhood-specific marketing strategies to drive foot traffic and customer loyalty. 2. Strategic Leadership: Build and own a full-stack retail growth and CX strategy tied to real business goals. 3. Seamless Experience: Collaborate with digital, product, and brand teams to make the jump from scroll to store feel totally seamless. 4. Crafting Magic: Make every café visit feel personal, intentional, and a little magical – from the morning greeting to the playlist, scent, and lighting. 5. Curating Cravings: Oversee menu positioning and innovation to offer people what they want and what they didn't even know they needed until they tasted it. 6. Data-Driven Decisions: Measure and act on CX metrics like NPS, menu performance, loyalty engagement, and the signature 'Food Happiness Score.' ASSUMPTION: This role requires a strong background in retail marketing and customer experience. The ideal candidate will have a proven track record of driving foot traffic and customer loyalty through innovative strategies. 📋 Key Responsibilities 🔑 Build Local Love: - Create and execute neighborhood-specific marketing strategies to drive foot traffic and customer loyalty. - Collaborate with local teams to understand and cater to neighborhood preferences and trends. 🔑 Lead With Strategy: - Develop and implement a full-stack retail growth and CX strategy tied to real business goals. - Continuously monitor and optimize marketing efforts based on performance data. 🔑 Bridge Online & Offline: - Work closely with digital, product, and brand teams to create a seamless customer journey from online engagement to in-store experience. - Ensure consistency in branding, messaging, and customer experience across all touchpoints. 🔑 Craft Rituals: - Design and implement rituals and experiences that make every café visit memorable and shareable. - Continuously gather and act on customer feedback to refine and improve the customer experience. 🔑 Curate Cravings: - Oversee menu positioning and innovation to offer customers a diverse and exciting range of food and beverage options. - Collaborate with culinary and product teams to develop and launch new menu items that resonate with customers. 🔑 Design with Data: - Establish and maintain a robust CX metrics framework to track and optimize customer experience. - Use data-driven insights to inform decision-making and continuously improve the customer journey. 🔑 Gamify Loyalty (but keep it human): - Develop and implement a loyalty program that rewards customers for their engagement and encourages repeat visits. - Ensure the loyalty program feels authentic and valuable to customers, rather than manipulative. 🔑 Own the Calendar & the Budget: - Plan and execute seasonal marketing campaigns and surprise-and-delight moments that drive customer engagement and loyalty. - Manage the marketing budget effectively, balancing ambition with ROI. 🔑 Inspire & Equip the Team: - Train and empower café teams to deliver exceptional customer experiences that align with the Calo brand. - Foster a culture of continuous improvement and customer-centricity within the team. 🔑 Drive App Love: - Develop and execute strategies to increase app downloads, usage, and customer satisfaction. - Collaborate with product and tech teams to improve the app's functionality and user experience. 🔑 Get the Data Without the Creepy: - Implement consent-based data collection methods to better understand customer preferences and behaviors. - Use data insights to personalize marketing communications and improve the overall customer experience. 🔑 Pilot. Test. Scale. Repeat. - Develop and execute small, rapid experiments to test new marketing ideas and strategies. - Scale successful experiments across the retail network to drive sustained growth. 🔑 Champion Feedback: - Establish systems to capture and act on customer feedback across in-store and digital touchpoints. - Use customer insights to make real-time improvements to the customer experience. 🔑 Play with Space: - Design and implement visual and sensory experiences that enhance the overall café ambiance. - Continuously innovate and refresh the café environment to keep it engaging and relevant to customers. 🔑 Collaborate Hard: - Work closely with operations, product, brand, and tech teams to ensure marketing efforts align with overall business objectives. - Contribute to key decision-making processes and provide strategic input on marketing initiatives. ASSUMPTION: This role requires strong collaboration and communication skills, as well as the ability to work effectively with cross-functional teams. 🎯 Required Qualifications Education: - Bachelor's degree in Marketing, Business, or a related field. Experience: - Proven track record of leading marketing efforts for a retail, QSR, hospitality, or lifestyle brand. - Demonstrated success in driving foot traffic and customer loyalty through innovative strategies. Required Skills: - Proven expertise in retail marketing and customer experience. - Strong analytical skills and data-driven mindset. - Excellent communication and collaboration skills. - Ability to think strategically and creatively. - Proficiency in marketing automation tools and analytics platforms. Preferred Skills: - Experience with loyalty program development and management. - Familiarity with app marketing and user engagement strategies. - Knowledge of the local retail landscape and customer preferences. ASSUMPTION: Candidates with a strong background in retail marketing and customer experience, as well as a proven track record of driving foot traffic and customer loyalty, will be highly competitive for this role. 💰 Compensation & Benefits Salary Range: The salary range for this role is [AI_SALARY_RANGE] [AI_SALARY_CURRENCY]. [AI_SALARY_REASONING] Benefits: - Comprehensive health, dental, and vision insurance plans. - Retirement savings plan with company matching. - Generous vacation and leave policies. - Employee discounts on Calo products and services. - Professional development opportunities and tuition reimbursement. - Wellness programs and gym membership reimbursement. - Flexible work arrangements and remote work options. Working Hours: This role follows a standard full-time work arrangement, with core hours from 9:00 AM to 5:00 PM, Sunday to Thursday. However, the role may require occasional work on weekends or outside of regular business hours to support marketing events or campaigns. ASSUMPTION: The salary range and benefits package for this role are competitive with industry standards and reflect Calo's commitment to attracting and retaining top talent. 📌 Applicant Insights 🔍 Company Context Industry: Calo operates in the technology, information, and internet industry, focusing on personalized meal plans and retail food experiences. Company Size: Calo is a mid-sized company with 1,001-5,000 employees, providing ample opportunities for career growth and development. Founded: Calo was founded in 2019 in Bahrain, with a mission to make healthy eating easy and accessible. Company Description: - Calo is an app providing personalized meal plans for busy people through nutritional algorithms, built with love by chefs, nutritionists, and software engineers. - Born in Bahrain in 2019, Calo has since grown to different countries and has cooked and delivered millions of nutritious meals. - Calo's main model today is meal subscriptions, but the company believes that making healthy eating easy is not restricted to one model. - The company saw an opportunity in filling the gap in the retail space, as there's no clear winner in the QSR space tackling the healthy segment. - Calo launched its first 'Calo Cafe' unit in 2020 and has since launched more than 15+ units in total, learning a lot about the space. Company Specialties: - Personalized meal plans - Retail food experiences - Nutritional algorithms - Healthy eating solutions Company Website: Calo Website ASSUMPTION: Calo's focus on personalization, innovation, and customer-centricity makes it an exciting place to work for professionals looking to make an impact in the food and technology industries. 📊 Role Analysis Career Level: This role is at the senior management level, requiring a proven track record of leading marketing efforts and driving business growth in the retail sector. Reporting Structure: The Director of Marketing and CX (Retail) will report directly to the Chief Marketing Officer (CMO) or another senior executive, depending on Calo's organizational structure. Work Arrangement: This role is based on-site, with core hours from 9:00 AM to 5:00 PM, Sunday to Thursday. However, the role may require occasional work on weekends or outside of regular business hours to support marketing events or campaigns. Growth Opportunities: - As Calo continues to expand its retail footprint, there will be ample opportunities for the successful candidate to grow within the marketing organization or take on additional responsibilities. - The ideal candidate will be proactive in seeking out new challenges and growth opportunities. ASSUMPTION: Calo's rapid growth and expansion present exciting career prospects for the right candidate, who will have the opportunity to shape the company's marketing strategy and make a significant impact on its success. 🌍 Location & Work Environment Office Type: Calo's headquarters are located in Riyadh, Saudi Arabia, with additional offices in Dubai, United Arab Emirates, and Manama, Bahrain. The company offers a modern, collaborative work environment with state-of-the-art facilities and amenities. Office Location(s): - Riyadh, Saudi Arabia - Dubai, United Arab Emirates - Manama, Bahrain Geographic Context: - Riyadh, Saudi Arabia: Calo's headquarters are located in the bustling capital city of Saudi Arabia, offering a dynamic and multicultural work environment. - Dubai, United Arab Emirates: Calo's Dubai office is situated in the vibrant business hub of the Middle East, providing easy access to regional markets and opportunities. - Manama, Bahrain: Calo's office in Manama, Bahrain, is located in the heart of the Middle East's financial and business center, offering a strategic location for regional operations. Work Schedule: Calo follows a Sunday to Thursday workweek, with core hours from 9:00 AM to 5:00 PM. However, the company may offer flexible work arrangements or remote work options for certain roles or teams. ASSUMPTION: Calo's diverse office locations and work environments provide unique cultural experiences and opportunities for professional growth and development. 💼 Interview & Application Insights Typical Process: 1. Online application submission through the Calo careers portal. 2. Phone or video screening with the HR team to assess cultural fit and basic qualifications. 3. In-depth interviews with the hiring manager and other senior team members to discuss the role's requirements and the candidate's fit for the position. 4. Final interviews or assessments, depending on the role and the candidate's progress through the hiring process. Key Assessment Areas: 1. Strategic thinking and problem-solving skills. 2. Retail marketing and customer experience expertise. 3. Data analysis and interpretation skills. 4. Leadership and team management abilities. 5. Cultural fit and alignment with Calo's mission and values. Application Tips: 1. Tailor your resume and cover letter to highlight your relevant experience and skills for this role. 2. Showcase your understanding of Calo's mission and values, and how your background and skills make you a strong fit for the position. 3. Prepare for behavioral interview questions that focus on your problem-solving skills, leadership experiences, and customer-centric mindset. 4. Research Calo's retail strategy and competition to demonstrate your industry knowledge and insights. 5. Practice your presentation skills, as you may be asked to deliver a short pitch or presentation as part of the interview process. ATS Keywords: To improve your resume's visibility to Calo's applicant tracking system, include relevant keywords such as "retail marketing," "customer experience," "strategy development," "data analysis," "loyalty programs," "team leadership," "collaboration," "innovation," "customer engagement," "retail growth," "brand development," "storytelling," "problem-solving," "user experience," "feedback systems," and other relevant terms from the job description. ASSUMPTION: Calo's hiring process is designed to assess candidates' skills, experiences, and cultural fit, with a focus on finding the best possible match for the role and the company. 🛠️ Tools & Technologies - Marketing automation and analytics platforms (e.g., HubSpot, Marketo, Google Analytics) - Customer relationship management (CRM) software (e.g., Salesforce, Zoho CRM) - Project management tools (e.g., Asana, Trello, Jira) - Microsoft Office Suite (Word, Excel, PowerPoint) - Google Workspace (Gmail, Google Drive, Google Docs) - Social media management platforms (e.g., Hootsuite, Buffer, Sprout Social) - Customer experience (CX) software and tools (e.g., Medallia, SurveyMonkey, Net Promoter Score) ASSUMPTION: Familiarity with relevant marketing, CX, and project management tools is essential for success in this role. Candidates should be comfortable learning and adapting to new technologies as needed. 👔 Cultural Fit Considerations Company Values: - Customer Obsessed: We put our customers first in everything we do. - Innovative: We embrace change and continuously seek new ways to improve. - Collaborative: We work together to achieve our goals and support each other's growth. - Accountable: We take ownership of our responsibilities and deliver on our commitments. - Adaptable: We stay flexible and responsive to the changing needs of our customers and our business. Work Style: - Data-Driven: We make decisions based on data and insights, continuously testing and refining our strategies. - Customer-Centric: We prioritize the customer experience in all our decisions and actions. - Collaborative: We work closely with cross-functional teams to ensure our marketing efforts align with overall business objectives. - Innovative: We embrace new ideas and approaches, always looking for ways to improve and grow. - Results-Oriented: We focus on delivering measurable results and continuously improving our performance. Self-Assessment Questions: 1. How do you align with Calo's customer-obsessed culture, and can you provide an example of a time when you put customers first in a challenging situation? 2. Describe your approach to innovation and how you've successfully implemented new ideas in a retail setting. 3. How do you balance data-driven decision-making with a customer-centric mindset, and can you share an example of a time when you used data to improve the customer experience? 4. How do you collaborate with cross-functional teams to ensure marketing efforts support overall business objectives, and can you provide an example of a successful collaboration? 5. How do you stay adaptable and responsive to changing customer needs and market trends, and can you share a story that demonstrates your ability to pivot and adjust your strategies? ASSUMPTION: Calo's culture values innovation, collaboration, and a customer-centric mindset. Candidates should be prepared to demonstrate their alignment with these values and provide concrete examples of their relevant experiences. ⚠️ Potential Challenges 1. Competitive Retail Landscape: Calo operates in a competitive retail landscape, with established players and new entrants constantly innovating and adapting their strategies. The successful candidate must be able to stay ahead of industry trends and competitors' moves. 2. Rapidly Evolving Customer Preferences: Calo's customers have diverse and evolving preferences, making it challenging to consistently meet their expectations. The ideal candidate will be proactive in understanding and anticipating customer needs and be able to pivot marketing strategies as needed. 3. Balancing Localization and Standardization: Calo aims to create a consistent customer experience across all its retail locations while also catering to local preferences and trends. The successful candidate must be able to balance standardization and localization effectively. 4. Managing a Large and Diverse Team: Calo's marketing team is expected to grow and diversify as the company expands its retail footprint. The ideal candidate will have strong leadership and team management skills to effectively guide and develop their team members. ASSUMPTION: Calo's competitive retail landscape, rapidly evolving customer preferences, and need for balancing localization and standardization present unique challenges for the successful candidate. Strong industry knowledge, adaptability, and leadership skills will be crucial for overcoming these obstacles. 📈 Similar Roles Comparison 1. Role Differences: * Marketing Manager (Retail): Focuses on executing marketing strategies and tactics, while the Director of Marketing and CX (Retail) is responsible for developing and leading the overall marketing strategy. * Customer Experience (CX) Manager: Primarily focuses on improving the in-store customer experience, whereas the Director of Marketing and CX (Retail) oversees both marketing and CX efforts. * Retail Operations Manager: Responsible for day-to-day retail operations and store management, while the Director of Marketing and CX (Retail) leads marketing and CX strategies across the retail network. 2. Industry Context: * Retail Marketing: Both roles require a strong understanding of retail marketing strategies and trends, but the Director of Marketing and CX (Retail) is expected to have a broader and more strategic perspective. * Customer Experience (CX): Both roles focus on improving the customer experience, but the Director of Marketing and CX (Retail) is responsible for driving CX initiatives across the entire retail network. * Retail Operations: Both roles require knowledge of retail operations, but the Director of Marketing and CX (Retail) is expected to have a more strategic and long-term view of retail operations and their impact on marketing and CX efforts. 3. Career Path Comparison: * Marketing Manager (Retail): A typical career path for a Marketing Manager (Retail) may involve progression to a senior marketing role, such as the Director of Marketing and CX (Retail), or moving into a specialized marketing function, like digital marketing or brand management. * Customer Experience (CX) Manager: A CX Manager may progress to a senior CX role, such as a Director of CX, or move into a related field, such as customer success or customer insights. * Retail Operations Manager: A Retail Operations Manager may advance to a senior operations role, such as a Regional Operations Director, or transition into a related field, such as supply chain management or logistics. ASSUMPTION: While these roles share some similarities, the Director of Marketing and CX (Retail) is a more strategic and senior role that requires a broader skill set and a deeper understanding of both marketing and CX strategies in a retail context. 📝 Sample Projects 1. Retail Marketing Strategy Development: * Develop and implement a comprehensive retail marketing strategy that drives foot traffic, customer loyalty, and revenue growth. * Collaborate with cross-functional teams to ensure marketing efforts align with overall business objectives and support Calo's retail expansion plans. 2. Customer Experience (CX) Enhancement: * Identify and address gaps in the customer experience across Calo's retail network, using data-driven insights and customer feedback to inform CX improvements. * Develop and execute CX initiatives that enhance the customer journey, increase customer satisfaction, and drive repeat visits. 3. Loyalty Program Development: * Design and launch a loyalty program that rewards customers for their engagement and encourages repeat visits to Calo's retail locations. * Continuously monitor and optimize the loyalty program to ensure it remains valuable and relevant to customers. ASSUMPTION: These sample projects demonstrate the strategic and cross-functional nature of the Director of Marketing and CX (Retail) role, requiring strong leadership, collaboration, and data-driven decision-making skills. ❓ Key Questions to Ask During Interview 1. Role-Specific Questions: * How do you approach developing and executing a comprehensive retail marketing strategy that drives foot traffic, customer loyalty, and revenue growth? * Can you describe your experience in identifying and addressing gaps in the customer experience, and how you've used data-driven insights to inform CX improvements? * How have you developed and launched successful loyalty programs in a retail setting, and how do you ensure their long-term sustainability and relevance to customers? 2. Company-Specific Questions: * How do you see Calo's retail strategy fitting into the broader competitive landscape, and how would you differentiate Calo's retail offerings to drive customer preference and loyalty? * How do you balance standardization and localization in Calo's retail marketing and CX efforts, ensuring a consistent customer experience while catering to local preferences and trends? * How do you collaborate with cross-functional teams to ensure marketing efforts align with overall business objectives and support Calo's retail expansion plans? 3. Industry-Specific Questions: * How do you stay ahead of industry trends and competitors' moves in the rapidly evolving retail landscape? * How do you adapt your marketing strategies to accommodate changing customer preferences and market dynamics? * How do you measure and optimize the return on investment (ROI) of your marketing efforts, ensuring that your strategies drive sustainable growth and profitability? ASSUMPTION: These interview questions are designed to assess the candidate's strategic thinking, industry knowledge, and cultural fit for the Director of Marketing and CX (Retail) role at Calo. 📐 Next Steps for Applicants To apply for this position: 1. Submit your application through the following link: [Application URL] 2. Tailor your resume and cover letter to highlight your relevant experience and skills for this role. 3. Prepare for a phone or video screening with the HR team to assess your cultural fit and basic qualifications. 4. Research Calo's retail strategy and competition to demonstrate your industry knowledge and insights. 5. Practice your presentation skills, as you may be asked to deliver a short pitch or presentation as part of the interview process. Concrete preparation steps related to resume customization, cover letter suggestions, and portfolio/examples if applicable: 1. Resume Customization: * Highlight your relevant experience and skills in retail marketing, customer experience, and strategy development. * Quantify your achievements and use action verbs to describe your impact in previous roles. * Tailor your resume to match the job description and Calo's company culture. 2. Cover Letter Suggestions: * Explain why you're interested in the Director of Marketing and CX (Retail) role at Calo and how your background and skills make you a strong fit for the position. * Showcase your understanding of Calo's retail strategy and your ideas for driving foot traffic, customer loyalty, and revenue growth. * Share a specific example of your experience in identifying and addressing gaps in the customer experience, and how you've used data-driven insights to inform CX improvements. 3. Portfolio/Examples (if applicable): * Prepare examples of your marketing campaigns, CX initiatives, or loyalty program developments that demonstrate your ability to drive results and impact in a retail setting. * Tailor your examples to highlight the skills and experiences most relevant to the Director of Marketing and CX (Retail) role at Calo. Follow-up recommendation with timeline: * Follow up with Calo's HR team one week after submitting your application to inquire about your application status and express your continued interest in the role. * If you've had an interview or assessment, follow up with the hiring manager or HR team within a few days to thank them for the opportunity and reiterate your interest in the position. ⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.