Specialist CRM - instashop

instashop, headquartered in Dubai, is the leading online local marketplace in the UAE and Egypt . Since joining the Delivery Hero family in 2020, the global leader in online food delivery and q-commerce, instashop has been setting the standard for excellence and convenience in the region.

With a dynamic and motivated team fueled by passion and innovation, every day at instashop is an opportunity for growth and success. We champion inclusivity, diversity and collaboration, creating an environment where everyone’s achievements are celebrated and where success is the only way forward. As we continue to grow, our team keeps expanding across the UAE, Egypt and Greece, and we’re always on the lookout for new talents to join us on our success journey.

Job Description

As our Specialist CRM, you will own the retention and engagement engine of instashop. This is an individual contributor role where you will design, build, and scale our lifecycle marketing journeys to maximize user retention, reactivate lapsed customers, and build brand loyalty. Utilizing Braze, you will turn customer data into highly personalized, multi-channel communication strategies.

Day-to-day responsibilities

• Lifecycle Strategy: Design and own the end-to-end customer journey map, establishing automated triggers for onboarding, activation, retention, win-back, and loyalty.
• Platform Ownership (Braze): Act as the internal super-user and product owner for Braze, leveraging push notifications, in-app messages, email, and SMS.
• Advanced Segmentation: Analyze user behavior and purchase history to build dynamic customer segments, delivering highly personalized content that drives LTV.
• Data Hygiene & Compliance: Oversee customer database hygiene, ensure compliance with regional data regulations, and collaborate with product/engineering to ensure accurate data flow into the CRM.
• Campaign Optimization: Run continuous A/B tests on subject lines, send-times, content, and channel combinations to improve open rates, CTRs, and conversion.
• Cross-Functional Collaboration: Partner with the Brand, Commercial, and Performance teams to support category launches, localized promotions, and co-marketing campaigns.
• Reporting & Insights: Deliver comprehensive weekly and monthly reports on key retention metrics (Retention Rate, Churn Rate, Frequency, Repeat Purchase Rate).

Qualifications

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• Bachelor's degree in Marketing, Business Administration, or a related field
• 4+ years of experience in CRM and marketing automation (preferrably with Braze), with a proven track record of developing and executing successful campaigns, preferably within the e-commerce or technology industry
• Experience with CRM software and marketing automation platforms, such as Braze, Salesforce, HubSpot, or Marketo
• Familiarity with data protection regulations, such as GDPR and CCPA, and ability to ensure compliance when managing customer databases
• Experience managing budgets and allocating resources effectively to support business objectives
• Fluent in both Arabic and English, with excellent written communication skills in both languages

What you will bring

• Strong understanding of customer behavior, data analytics, and marketing automation principles
• Strong analytical skills with the ability to interpret data and derive actionable insights
• A creative mindset with a strong eye for detail to deliver engaging and personalized CRM campaigns
• Familiarity with A/B testing methodologies and a data-driven approach to decision-making
• Excellent communication and project management skills, with the ability to collaborate with cross-functional teams
• Familiarity with CRM and marketing automation analytics and the ability to measure and report on campaign performance
• Ability to work independently and collaboratively in a fast-paced, deadline-driven environment
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