Senior CRM Manager

As the Senior CRM Manager for the Middle East, you will focus on spearheading global strategic initiatives and supporting local marketing campaigns, from managing operational delivery of CRM to data-driven optimization, and reporting and analysis of all local CRM campaigns. You will manage a team of three and strategically align the regional CRM calendar with our biggest priorities alongside seasonal, vertical, and brand campaigns; spanning bespoke restaurant initiatives, grocery/retail marketing, loyalty, and strategic banking partnerships. You’ll have end-to-end ownership of setting up all promotions, from creation in our internal systems to communication with customers via email, push, and WhatsApp to amplify impact.

What You’ll Do

• Campaign Ownership: Oversee the end-to-end planning, execution, targeting, measurement, and optimization of all regional CRM campaigns across email, push notifications, and WhatsApp.
• Calendar Strategy: Collaborate closely with the Restaurant Marketing, New Verticals Marketing, and Commercial teams to design and deploy a high-impact, commercially-driven CRM calendar.
• Team Leadership: Guide and mentor a team of 3 direct reports, establishing clear performance targets, goals, and professional development paths.
• Cross-Functional Collaboration: Partner with local marketing, central marketing, and creative studio teams to streamline workflows, manage deadlines, and ensure alignment with brand goals.
• Ideate and Execute: Identify opportunities for new triggers and automations that meet customer needs, using data to gain buy-in, and launching as an experiment to demonstrate impact.
• Data & Analytics: Focus on A/B testing and statistical analysis to constantly improve engagement metrics.
• Stakeholder Reporting: Own the reporting of CRM performance to key stakeholders, translating complex data into actionable insights and strategic adjustments.

What You’ll Need (Requirements)

• Experience: 5+ years of dedicated CRM experience within the Tech or E-commerce sectors, ideally within a hyper-local or multi-market international business model.
• People Management: 2+ years of proven experience managing and developing a high-performing team.
• Technical Expertise: CRM deployment experience (Braze preferred), familiarity with HTML, SQL knowledge a bonus, and experience with data visualization tools (Looker preferred).
• Channel Proficiency: Proven record of building and scaling multi-channel communication strategies across Email, Push Notifications, and WhatsApp.
• Analytical Skills: Strong grounding in statistical analysis techniques and A/B testing methodologies, utilizing data visualization tools to drive decisions.
• Commercial Acumen: Solid understanding of business KPIs, ensuring CRM activities drive customer lifetime value and positive business impact.
• Soft Skills: Exceptional project management, people management, communication, and stakeholder management skills.
• Education: Bachelor’s Degree in Engineering, Marketing, Business, or related field (or equivalent practical experience).