UmeshMenon.

CRM & Loyalty Marketing · Customer Lifecycle

I run the Costa Coffee Club loyalty app and digital channels across four GCC markets, growing monthly users from 70,000 to 110,000. Before that I built Enphase Energy's customer community to 500,000 members and raised NPS by 58 points. Fourteen years of turning customers into regulars and advocates.

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KUWAIT CITY · OPEN TO UAE & GCC MARKETING ROLES

In numbers

+57%loyalty app usersCosta Coffee Club, 70K → 110K
500Kcommunity membersEnphase Energy
+58NPS pointsEnphase brand
5GCC marketsCosta Coffee and Wendy's

Selected work

Customers who come back, and the programmes that bring them

Three pieces of work that show how I operate: know the customer, measure what they do, and get marketing, operations and tech pulling the same way.

Alghanim Industries Costa Coffee · Wendy's 2025 – now · Kuwait

Growing a coffee loyalty programme across the Gulf

I joined to run Costa Coffee's digital experience and loyalty app, and in July 2026 became business partner to the Food & Beverage group's leadership for Costa Coffee and Wendy's, leading a team of four.

  • Grew the Costa Coffee Club loyalty app from about 70,000 to 110,000 monthly active users across Kuwait, Saudi Arabia, Oman and Qatar.
  • Rolling out WhatsApp and Meta as direct marketing and customer-service channels.
  • Integrated Talabat with the POS so delivery orders go straight into stores.
  • Delivered an end-to-end supply-chain integration: 3PL warehouse to SAP to Oracle.
70K → 110K monthly active users5 markets2 brands
Enphase Energy NASDAQ: ENPH 2019 – 2024 · India

A customer community that took 1,000 calls a week off support

I led a team of eight and owned the post-sales customer platform on Salesforce Experience Cloud, from first roadmap to global rollout.

  • Grew the community to 500,000 homeowners and installers.
  • Used machine learning on customer feedback to decide what to build next; it paid back $42K in the first month.
  • Shipped a Question Suggestion feature that shows existing answers as people type.
  • Led launch content for IQ8 Microinverters, EV chargers and IQ PowerPack across 10 EMEA countries.
+58 NPS points1,000+ calls deflected / week$1M saved / year
Cognizant × Huawei EMUI, Consumer Business Group 2015 – 2019

Global social presence for a smartphone software brand

I ran the global social media portfolio for Huawei's EMUI brand with a team of four, including live launch coverage alongside the brand's CEO.

  • Built an ML system that sorted user complaints and routed them to the right product team.
  • Grew the YouTube channel 50% week on week.
+200% growth on the Huawei account4-person team

Career

Engineer, digital marketer, community builder, loyalty lead

Select a block to see what I did there.

Toolkit

What I bring to a team

Loyalty & CRM

Loyalty programmesMember engagementLifecycle & retentionSegmentationNPS & voice of customer

Channels

Loyalty appWhatsAppMetaSocial mediaOnline communityEmail & contentSEO

Customer analytics

KPI dashboardsSentiment analysisML-driven insightPower BI

Martech

Salesforce Experience CloudCRM & POS integrationTalabatSendGridYext

Brand & go-to-market

Product launches10-market rolloutsGoogle AdsAgencies & influencers

Creative tools

FigmaAdobe XDPremiere ProAfter Effects

Off the clock

The creative side

I studied communications at MICA and designed UX early in my career. That side never left.

Video & design

Editing, motion and UI work in Premiere Pro, After Effects and Figma, from launch films to app screens.

Bikes & coffee

A long-time biker and coffee obsessive, which makes running a coffee loyalty programme a fairly good fit.

Contact

Hiring for CRM, loyalty or digital marketing in the Gulf? Let's talk.

Available on two months' notice. Based in Kuwait and open to roles across the UAE and the wider GCC.

Emailumesh.menon13@gmail.com
Phone+965 9929 5301
LinkedInumesh-menon-b624a739