Senior CRM Specialist

Summary:

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.