Job description
Role Overview
Specialist CRM at instashop (Delivery Hero), headquartered in Dubai. This is an individual contributor role owning the retention and engagement engine for the leading online local marketplace in the UAE and Egypt.
Company Overview
instashop, headquartered in Dubai, is the leading online local marketplace in the UAE and Egypt. Since joining Delivery Hero 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. The team operates across the UAE, Egypt, and Greece, championing inclusivity, diversity, and collaboration.
Role Purpose
Design, build, and scale lifecycle marketing journeys to maximize user retention, reactivate lapsed customers, and build brand loyalty. Utilize Braze to turn customer data into highly personalized, multi-channel communication strategies that drive customer lifetime value and sustainable growth.
Key Responsibilities
Lifecycle Strategy
- Design and own the end-to-end customer journey map.
- Establish automated triggers for onboarding, activation, retention, win-back, and loyalty.
Platform Ownership
- Act as the internal super-user and product owner for Braze.
- Leverage push notifications, in-app messages, email, and SMS across Braze.
Segmentation & Personalization
- Analyze user behavior and purchase history to build dynamic customer segments.
- Deliver highly personalized content that drives lifetime value.
Data Hygiene & Compliance
- Oversee customer database hygiene and accuracy.
- Ensure compliance with regional data regulations.
- Collaborate with product and 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.
- Improve open rates, click-through rates, and conversion performance.
Cross-Functional Collaboration
- Partner with Brand, Commercial, and Performance teams.
- Support category launches, localized promotions, and co-marketing campaigns.
Reporting & Insights
- Deliver comprehensive weekly and monthly reports on key retention metrics.
- Report on Retention Rate, Churn Rate, Frequency, and Repeat Purchase Rate.
Qualifications & Experience
- Bachelor's degree in Marketing, Business Administration, or a related field.
- 4+ years of experience in CRM and marketing automation, preferably with Braze.
- Proven track record of developing and executing successful campaigns, preferably within 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, with 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.
Skills & Competencies
- Strong understanding of customer behavior, data analytics, and marketing automation principles.
- Strong analytical skills with ability to interpret data and derive actionable insights.
- Creative mindset with strong eye for detail to deliver engaging and personalized CRM campaigns.
- Familiarity with A/B testing methodologies and data-driven approach to decision-making.
- Excellent communication and project management skills.
- Ability to collaborate with cross-functional teams.
- Familiarity with CRM and marketing automation analytics and ability to measure and report on campaign performance.
- Ability to work independently and collaboratively in a fast-paced, deadline-driven environment.