CRM Manager - Personalization

Company Description

Since launching in Kuwait in 2004, talabat, the leading on-demand food and Q-commerce app for everyday deliveries, has been offering convenience and reliability to its customers. talabat’s local roots run deep, offering a real understanding of the needs of the communities we serve in eight countries across the region. We harness innovative technology and knowledge to simplify everyday life for our customers, optimize operations for our restaurants and local shops, and provide our riders with reliable earning opportunities daily. Here at talabat, we are building a high-performance culture through engaged workforce and growing talent density. We’re all about keeping it real and making a difference. Our 6,000+ strong talabaty are on an awesome mission to spread positive vibes. We are proud to be a multi-great place to work award winner.

Role Summary

As a Manager, you will own and implement CRM campaigns for talabat. You’ll need to be flexible, performance-driven, with an experimentation mindset and able to work with tight deadlines and be willing to be hands-on to get the job done.

• User lifecycle management: Own and optimize the end-to-end CRM lifecycle for a vertical, ensuring a seamless and value-driven customer journey, maximizing impact and optimizing ROI.
• Personalization: Create data backed strategies to personalize engagement through CRM channels and incentives to maximize ROI.
• Hypothesis formulation: Lead data driven hypothesis formulation and deep dives to continuously improve performance.
• Campaign Development: Manage engaging CRM campaigns across talabat’s owned channels, with a strong focus on driving user acquisition, increasing order frequency, and enhancing retention.
• Experimentation & Insights: Design and launch A/B tests and other CRM experiments in collaboration with the Business Intelligence team, with the aim of uncovering actionable insights to continuously refine strategies and improve performance.
• Budget management: Own responsibility for the end to end CRM budget for some of the markets in which Talabat operates, closely coordinating with finance, planning and local marketing teams.
• Team management: Manage a team to drive growth through CRM.

What’s On Your Plate

• Lead a team of CRM specialists to drive growth through comms and incentives.
• Lead the personalization charter to maximize ROI through personalized engagements.
• Ideation of CRM campaigns around the customer lifecycle to meet business needs.
• Coordination with Campaign Ops team for launch of CRM campaigns to address challenges faced by local markets (churn increase, frequency drop etc.).
• Monitoring campaign spend and ensuring adherence to monthly, quarterly and annual CRM budgets.
• Monitoring lifecycle campaign performance and suggesting optimizations based on best practices and learnings from other markets.

Qualifications

• Bachelor's / Masters degree with a strong data focus.
• Minimum 5+ years of proven relevant work experience in digital marketing, preferably in a fast-paced working environment.
• Experience in any area of digital marketing is valued, with prior exposure to CRM considered a strong advantage.
• Strong data skills and advanced Excel proficiency are required.
• Experience in working with SQL (mandatory).
• Experience in working with CRM and campaign management tools like Braze or similar.
• Being data-driven and passionate about results.
• Comfortable working with data and reporting campaign performance.
• Fluency in written and spoken English.
• Good interpersonal, communication and presentation skills.
• Proactive, responsible, attention to detail and a good team player.

Why join us in Dubai? 365 days of sun + 33 days PTO. A diverse, international team of top talent.