About the opportunity
CRM plays a critical role in the fast-paced environment of talabat with targeted marketing and incentives being used to engage the customer base from acquisition to reactivation and to drive the multi-verticality agenda within the company. As Sr Manager CRM, your role will act as the lead on driving end-to-end CRM Strategies across the customer lifecycle. Your team will be responsible for ensuring users are acquired, onboarded, grown, and retained with effective campaigns across all 8 talabat markets. The role will manage a sub-team within the wider Regional CRM function which looks at lifecycle campaigns, ecosystem campaigns (New Ventures, Q-Commerce, Fintech) and acting as the liaison between Regional CRM and Local Marketing teams (Country Marketing Directors and tMart GMs).
What’s On Your Plate?
- Design, structure and lead the CRM Campaign Strategy function for the organization, focusing on lifecycle stages, multi-verticality, and tactical flows to support company and market objectives
- Collaborate with regional and local functions including Local Marketing, Quick Commerce, New Ventures, Fintech, CX, and others to identify high impact insights to drive campaigns
- Own the CRM budget allocated by markets to Regional CRM to run campaigns being held accountable for ensuring budget is fully and optimally utilized
- Work with CRM team and Data Science to recommend enhancements to flows to optimize incrementality and engagement with constant iteration to improve performance
- Collaborate with Retention function in Delivery Hero to define growth levers and unlock insights to optimize campaign performance
- Responsible for managing a team of CRM subject matter experts to manage requests from all 8 markets and new automated campaigns
- Foster a fail-fast experimentation culture where new initiatives can be trialed and iterated upon to optimize value creation
- Manage a wide range of stakeholders to ensure expectations are set and met in terms of campaign delivery
What you need to be successful
What Did We Order?
- Strong analytical and problem-solving mindset to take Regional CRM Strategy team to the next level through campaign optimization and launching new effective high-value action flows
- Innovative thinking is key for the role, we’d love an outside the box candidate
- Strong understanding of CRM, incrementality, and experimentation is critical
- Proven multi-stakeholder project management - being able to balance multiple stakeholders and requests at once
- Ability to articulate thoughts and ideas in concise and convincing presentation which may be presented to ExCo level stakeholders
- Relevant industry experience
- Fluency in English
Who we are
As the region’s leading local tech organization, we’re proud to say that we have been delivering for millions of people right across MENA for the past 18 years. We were founded in Kuwait in 2004, and acquired by Delivery Hero (DHER) in 2015. This gives us a unique outlook - local knowledge with global expertise. It also allows us to innovate, create, and bring new technologies for the betterment of the MENA region, such as q-commerce, sustainable packaging, cloud kitchens, autonomous delivery vehicles, robots, and drones. We deliver across 9 countries with more than 4,500+ employees! Our food delivery business works with over 27,000 brands and almost 50,000 branches. Our q-commerce concept, talabat mart (121 Stores), now delivers groceries to customers in Bahrain, Iraq, Egypt, Jordan, Kuwait, Oman, Qatar, and the UAE in 30 minutes or less! talabat is part of the Delivery Hero Group, the world’s leading local delivery platform operating in 70+ countries worldwide
