Summary:

We are looking for an experienced Senior CRM Specialist to lead the strategy, execution, and optimization of our CRM initiatives.
The ideal candidate will have deep expertise in customer lifecycle management, segmentation, and automation with a focus on driving retention, engagement, and lifetime value.

Responsibilities:

CRM Strategy & Planning:

• Design and execute CRM strategies to improve app user retention, engagement, and lifetime value (LTV).
• Define segmentation, targeting, and personalization frameworks for in-app and off-app communications (push,email, SMS, WhatsApp, etc.).
• Align CRM objectives with broader marketing, product, and growth strategies.

Campaign Management:

• Plan, build, and launch automated lifecycle campaigns (welcome series, churn prevention, win-back, etc.).
• Collaborate with Product, Marketing, and Data teams to ensure timely and relevant campaign delivery.
• Manage A/B testing to optimize message performance, frequency, and timing.

User Insights & Data Analytics:

• Analyze customer behavior, segment performance, and campaign KPIs (CTR, conversion rate, retention rate).
• Work with analytics tools such as Firebase, GA4, MoEngage, and HubSpot to monitor user journeys.
• Present actionable insights and recommendations to stakeholders.

Personalization & Automation:

• Implement dynamic, event-based CRM workflows and journeys based on user actions.
• Leverage AI-driven recommendations for personalization (content, timing, and channel).

Cross-Functional Collaboration:

• Partner with Product, Design, and Engineering teams to improve user experience and messaging integration.
• Collaborate with Marketing and Growth teams to align CRM efforts with acquisition and branding campaigns.

Requirements:

• 5+ years of CRM experience, ideally in e-commerce or digital marketing.
• Proven track record in customer lifecycle management and campaign optimization.
• Excellent communication and client relationship management skills (professional, friendly, and well-presented).Fluent in Arabic and English.
• Highly proactive and results-driven, with strong follow-up and meeting management skills.
• Strong analytical and problem-solving abilities with the ability to interpret and act on data effectively.
• Full knowledge and hands-on experience with HubSpot and MoEngage.
• Familiarity with Adtech tools (Meta, Snap, LinkedIn, etc.) is a plus.