وصف الوظيفة
Role Overview
Customer Communications Lead at Jeeny, a mobile application connecting users with preferred modes of transportation. Jeeny operates in Saudi Arabia and Jordan with offices in Riyadh, Jeddah, Madinah, Amman, Lahore, and Karachi.
Company Overview
Jeeny is a joint venture between MEIG (Middle East Internet Group), Rocket Internet, and IMENA. Established in 2014 as Easy Taxi, it was revamped in 2016 to cater to multiple transportation services. The platform aims to make mobility accessible, affordable, and flexible for all.
Role Purpose
Own how Jeeny communicates with riders and drivers across all channels. Bring structure to competing communication needs, set clear prioritization rules, and ensure customers receive the right message at the right time. Lead experimentation across content, tone, offers and communication journeys using A/B testing and performance data to continuously improve messaging and shape the future of automated and personalized customer communications.
Key Responsibilities
Communications Governance
- Own the communications register, the definitive record of every message sent, who receives it, why it exists, who owns it, when it fires and how success is measured.
- Govern communications across teams and channels by setting and enforcing rules for frequency caps, suppression, priority, eligibility and exit criteria centrally.
- Arbitrate competing sends, deciding which message reaches a customer at a contested moment and documenting the rationale.
- Chair a regular planning forum where teams submit intended sends and leave with clear approvals, deferrals and rejections.
Experimentation & Optimization
- Design and run the A/B testing programme across content, maintaining a test register so experiments never collide on the same audience.
- Convert experiment results into a documented set of content standards for brand and content teams to apply at scale.
- Lead experimentation across content, tone, offers and communication journeys using performance data to understand what works.
Analytics & Performance
- Define the KPI for every message and work with data and engineering to close gaps where performance cannot currently be read.
- Demonstrate working knowledge of experimentation including sample sizing, control design, and significance testing.
Cross-functional Collaboration
- Partner with data science on the automated decisioning engine, supplying the outcome data, guardrails and business rules it requires.
- Operate across cross-functional teams and manage competing priorities without formal authority.
- Explain decisions clearly to teams they went against.
Crisis & Operational Management
- Handle operational and crisis communications with clear escalation rules.
Qualifications & Experience
- Minimum 3 to 5 years in CRM operations, lifecycle marketing, marketing automation or campaign management, preferably within technology or consumer internet.
- Experience governing message volume across multiple internal stakeholders is essential.
- Hands-on experience with a customer engagement platform such as CleverTap, Braze, Iterable or Salesforce Marketing Cloud, including segmentation, frequency capping, suppression and holdout groups.
- Experience in handling operational and crisis communications with clear escalation rules.
- Experience managing multilingual and multi-market customer communications is preferred.
- Demonstrated ability to write a data specification and hold credible technical conversations with data and engineering teams.
Skills & Competencies
- Proficiency in SQL is a significant plus.
- Strong written and verbal communication skills.
- Strong judgement and analytical thinking.
- Stakeholder management capability.
Additional Information
- Health benefits and insurance.
- Flexible working hours.
- Opportunity to collaborate with talented individuals while learning, growing, and expanding skill set.
- Environment that encourages ownership and excellent outcomes.
- Equal opportunity employer committed to merit-based employment and diversity.