Urwah Admin

Snoonu

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 A little bit about us!
 
 
 At Snoonu we believe that through technology anything is possible.
 
 
 Our vision
 
 
 is to be the first Qatari Super App that propels the region and its community through our innovative technology. We are leaders in the field with ambition in what we do and how we impact. We empower our team to create without limit and think BIG! At Snoonu we believe that everyone's contributions are important, we coach, we listen and we act. Our culture is boundless and equipped to hit the ground running at any given time.
 
 
 Our mission
 
 
 is simply to transform how we live by connecting people with a technology that equips them with endless possibilities, to surpass norms and uplift communities, to create opportunities and to do it proudly. We welcome talents, entrepreneurs and creative minds to join us in this journey of becoming Qatar's first Unicorn.
 
 
 Values We Live By
 
 
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 Be Customer Obsessed - &ldquo;Focus on the customer and all else will follow.&rdquo;
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 Act with Integrity - &ldquo;We are honest, ethical, and trustworthy in everything we do.&rdquo;
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 Be Curious and Creative - &ldquo;We constantly innovate and create solutions to bring a lasting positive impact.&rdquo;
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 Lead by Example and Take Ownership - &ldquo;Be the change you want to see and take ownership.&rdquo;
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 Work Smart and Deliver Results - &ldquo;You can do more by doing less, better, and faster.&rdquo;
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 It's all about people - &ldquo;Be a Team player, together we are stronger.&rdquo;
 
 
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 </ul>
 (Some Of) What You Will Be Doing
 
 
 <ul>
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 Ability to manage a large number of incoming calls and chats.
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 Identify and assess customers&rsquo; needs to achieve satisfaction.
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 Build sustainable relationships and trust with customer accounts through open and interactive communication.
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 Demonstrate availability for all requirements and have a good attitude to receive customer frustration and change bad customer perceptions of service.
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 Provide accurate, valid, and complete information by using the right methods/tools.
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 Meet personal/customer service team targets and call/chat handling quotas.
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 Follow communication procedures, guidelines, and policies.
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 Be the customer's advocate and give priority to his escalations to ensure high efficiency and resolution.
 
 
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 Attitude Matters Most But The Below Skills Are Helpful
 
 
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 Strong phone contact handling skills and active listening.
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 Should have good leadership skills, ability to guide junior team members
 
 
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 </ul>
 Do you have some of these?
 
 
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 Minimum academic qualifications: Intermediate/OA Levels.
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 Proven experience of at least 1 year in the customer service department (Call Centre).
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 Familiarity with industry practices and professional standards.
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 Excellent in English or Arabic language (written, oral, and presentation)
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 Able to use computers software efficiently including MS Office [Word, Excel, PowerPoint]
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 Able to work in rotational shifts
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Customer Support Executive

<div>
 
 A Little Bit About Us
 
 
 
 At Snoonu, we believe that technology has the power to make anything possible.
 
 
 Our Vision is to be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time.
 
 
 Our Mission is to radically transform how people live by leveraging technology to connect them with endless possibilities.
 
 
 
 Values We Live By
 
 
 
 Be Customer Obsessed: Focus on the customer and all else will follow.
 
 
 Act with Integrity: We are honest, ethical, and trustworthy in everything we do.
 
 
 Be Curious and Creative: We constantly innovate and create solutions to bring a lasting positive impact.
 
 
 Lead by Example and Take Ownership: Be the change you want to see and take ownership.
 
 
 Work Smart and Deliver Results: You can do more by doing less, better, and faster.
 
 
 It's All About People: Be a team player; together, we are stronger.
 
 
 At Snoonu, the Customer Experience Strategy &amp; Operations team drives scalable, cross-functional initiatives to enhance customer, rider, and merchant experiences. We're laser-focused on optimizing outcomes and satisfaction while maintaining operational excellence. We work across product, support, operations, and business teams to build trust and integrity into every touchpoint of the customer journey.
 
 
 
 About The Role
 
 
 
 We&rsquo;re seeking a CX Manager to lead strategy and operations in Compensation, Fraud &amp; Abuse Prevention, and Merchant Accountability. In this high-impact role, you&rsquo;ll be responsible for designing systems and processes that ensure fairness in compensation, protect the platform from abuse, and drive merchant compliance. Your work will balance customer-centricity with operational rigor, leveraging data, automation, and policy to manage complex risk scenarios and improve platform integrity.
 
 
 
 What You&rsquo;ll Do
 
 
 
 Compensation Strategy &amp; Governance
 
 
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 Design, implement, and continuously optimize Snoonu&rsquo;s customer and merchant compensation policies.
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 Ensure compensation guidelines are scalable, fair, data-informed, and aligned with business goals.
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 Monitor trends in support compensation and develop controls to reduce unnecessary payouts.
 
 
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 Fraud &amp; Abuse Prevention
 
 
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 Partner with Data, Product, and Support teams to detect, investigate, and mitigate fraudulent activity across customers, riders, and merchants.
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 Build and maintain rule-based and machine learning-supported frameworks to identify abuse patterns.
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 Develop response protocols and dashboards to monitor abuse KPIs and operational triggers in real time.
 
 
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 </ul>
 Merchant Accountability &amp; Experience
 
 
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 Define and enforce merchant accountability frameworks to improve reliability, order quality, and compliance.
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 Collaborate with Commercial, Legal, and Operations teams to design fair escalation and penalty systems.
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 Implement scorecards and audits to measure and incentivize merchant performance.
 
 
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 </ul>
 Cross-functional Strategy &amp; Influence
 
 
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 Serve as the voice of integrity in decision-making forums involving product, policy, or customer-facing workflows.
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 Lead cross-functional working groups to operationalize fraud risk, accountability policies, and compensation processes.
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 Ensure alignment with legal, regulatory, and ethical standards.
 
 
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 Data-Driven Governance
 
 
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 Use SQL and BI tools to identify risks, measure impact, and drive continuous improvements.
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 Conduct root-cause analyses and A/B tests on compensation and fraud interventions.
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 Build frameworks for evaluating fairness, financial impact, and CX outcomes of your programs.
 
 
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 </ul>
 We&rsquo;re Excited About You Because You Have&hellip;
 
 
 <ul>
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 7+ years of experience in strategy, risk, operations, or policy roles in fast-paced, customer-facing organizations.
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 3+ years of experience directly managing compensation strategies, fraud prevention, or abuse mitigation workflows.
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 Strong understanding of platform trust &amp; safety, policy enforcement, and accountability frameworks.
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 Proficiency in SQL and comfort working with large data sets to drive decision-making.
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 Experience working with CX and case management platforms (e.g., Zendesk, Salesforce).
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 Strong analytical, communication, and stakeholder management skills.
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 A customer-obsessed mindset with a pragmatic approach to risk and scalability.
 
 
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 </ul>
 
 Preferred Qualifications
 
 
 
 <ul>
 <li>
 Experience in marketplace, e-commerce, or last-mile logistics environments.
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 Exposure to fraud detection systems, risk scoring, or compliance policy design.
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 Familiarity with financial compensation models and customer satisfaction metrics (e.g., CSAT, NPS).
 </li>
 </ul>
</div>

Senior Manager, Customer Experience Compensation

<div>
 
 A Little Bit About Us
 
 
 
 At Snoonu, we believe that technology has the power to make anything possible.
 
 
 Our Vision is to be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time.
 
 
 Our Mission is to radically transform how people live by leveraging technology to connect them with endless possibilities.
 
 
 
 Values We Live By
 
 
 
 Be Customer Obsessed: Focus on the customer and all else will follow.
 
 
 Act with Integrity: We are honest, ethical, and trustworthy in everything we do.
 
 
 Be Curious and Creative: We constantly innovate and create solutions to bring a lasting positive impact.
 
 
 Lead by Example and Take Ownership: Be the change you want to see and take ownership.
 
 
 Work Smart and Deliver Results: You can do more by doing less, better, and faster.
 
 
 It's All About People: Be a team player; together, we are stronger.
 
 
 
 About The Team
 
 
 
 Snoonu&rsquo;s Customer Experience Strategy &amp; Operations team delivers transformative strategies that elevate experiences for customers, riders, and merchants. We use data, technology, and customer empathy to power seamless, personalized, and efficient journeys. We operate cross-functionally with Product, Data, Engineering, and Business teams to make Snoonu the most trusted and customer-centric platform in the market.
 
 
 
 About The Role
 
 
 
 We are looking for a CX Senior Manager to lead the Segmentation &amp; Personalization strategy for Snoonu&rsquo;s Customer Experience function. You will design and scale frameworks that enable us to deeply understand our customers, personalize their journeys, and optimize CX operations based on behavioral and value-based segments. This is a highly strategic role for a data-savvy and customer-obsessed leader with experience building segmentation engines, lifecycle strategies, and targeted interventions across channels.
 
 
 What You&rsquo;ll Do
 
 
 Customer Segmentation Strategy
 
 
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 Own the end-to-end segmentation strategy for all customer archetypes (e.g., new vs. loyal, high-value, churn-risk, promo-seekers).
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 Develop dynamic and multi-dimensional customer segments based on behavior, value, frequency, demographics, and lifecycle stages.
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 Partner with Data &amp; Analytics to implement segmentation models and maintain data pipelines that support experimentation and automation.
 
 
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 Personalization Across Touchpoints
 
 
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 Design personalized CX journeys, interventions, and content strategies across in-app experiences, support flows, and CRM channels.
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 Collaborate with Product, Marketing, and Support to tailor experiences, scripts, SLAs, and policies to customer segment needs.
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 Leverage ML-driven personalization, customer propensity models, and real-time triggers where possible.
 
 
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 Lifecycle &amp; Retention Programs
 
 
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 Build differentiated lifecycle strategies for onboarding, reactivation, and loyalty development.
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 Launch test-and-learn initiatives to improve retention, increase engagement, and reduce churn through personalization.
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 Measure and optimize campaign performance using rigorous data analysis and experimentation.
 
 
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 Operational &amp; Strategic Enablement
 
 
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 Drive adoption of segmentation insights across support, commercial, and operations teams to inform decision-making and prioritization.
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 Maintain a segmentation governance framework and continuously refine it based on business evolution and data fidelity.
 
 
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 </ul>
 Metrics, Analysis &amp; Insight
 
 
 <ul>
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 Define and track KPIs for segmentation effectiveness (LTV, churn, activation, re-order rate, CSAT).
 </li>
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 Present findings and strategic recommendations to cross-functional stakeholders and senior leadership.
 
 
 </li>
 </ul>
 We&rsquo;re Excited About You Because You Have&hellip;
 
 
 <ul>
 <li>
 7+ years of experience in customer strategy, CRM, lifecycle marketing, product analytics, or related roles.
 </li>
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 3+ years specifically in segmentation, personalization, or customer insights leadership roles.
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 Expertise in customer lifecycle frameworks, behavioral analytics, and retention strategy.
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 Strong hands-on experience with customer data platforms (e.g., Segment, Braze, Amplitude), and CRM tools (e.g., Iterable, Salesforce Marketing Cloud).
 </li>
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 Proficiency in SQL and BI tools (e.g., Looker, Tableau) for deep customer segmentation and KPI tracking.
 </li>
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 Experience with A/B testing platforms and interpreting experimental data to iterate on personalization strategies.
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 Deep understanding of customer value modeling, cohort analysis, and churn risk scoring.
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 Experience collaborating with Product and Data Science teams to build or apply ML models (e.g., recommender systems, predictive LTV).
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 Outstanding communication, storytelling, and stakeholder influence skills.
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 Passion for customer-first thinking, with a mindset of experimentation and continuous improvement.
 
 
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 </ul>
 
 Preferred Qualifications
 
 
 
 <ul>
 <li>
 Experience in a high-growth marketplace, delivery, or subscription-based platform.
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 Background in customer journey mapping and VoC (Voice of Customer) analysis.
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 Familiarity with privacy and data compliance standards related to personalization (e.g., GDPR, CCPA).
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 </ul>
</div>

Customer Experience Senior Manager - Personalization

<div>
 
 A Little Bit About Us
 
 
 
 At Snoonu, we believe that technology has the power to make anything possible.
 
 
 Our Vision
 
 
 is to be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time.
 
 
 Our Mission is to radically transform how people live by leveraging technology to connect them with endless possibilities.
 
 
 
 Values We Live By
 
 
 
 <ul>
 <li>
 Be Customer Obsessed: Focus on the customer and all else will follow.
 </li>
 <li>
 Act with Integrity: We are honest, ethical, and trustworthy in everything we do.
 </li>
 <li>
 Be Curious and Creative: We constantly innovate and create solutions to bring a lasting positive impact.
 </li>
 <li>
 Lead by Example and Take Ownership: Be the change you want to see and take ownership.
 </li>
 <li>
 Work Smart and Deliver Results: You can do more by doing less, better, and faster.
 </li>
 <li>
 It's All About People: Be a team player; together, we are stronger.
 
 
 </li>
 </ul>
 Snoomart is seeking a highly driven and analytical Category Manager to lead our Grocery category, covering edible &amp; non-edible products. This role is critical in shaping our assortment, improving profitability, and enhancing the customer experience across our dark store network.
 
 
 As a Category Manager, you will take full ownership of the performance, availability, and commercial success of your category. You will work closely with cross-functional teams including Supply Chain, Operations, and Marketing to ensure the right products are available at the right time and price.
 
 
 
 (Some Of) What You Will Be Doing
 
 
 
 <ul>
 <li>
 Develop and execute the category strategy for Grocery across all dark stores.
 </li>
 <li>
 Analyze assortment performance and recommend SKU rationalization and gap fills.
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 Negotiate supplier terms including cost pricing, rebates, marketing support, and return policies.
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 Monitor and improve category gross margins while maintaining competitive retail pricing.
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 Plan and implement promotional campaigns to drive volume and category growth.
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 Collaborate with operations to address availability issues, inventory turnover, and merchandising compliance.
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 Lead and maintain regular reporting on category KPIs, including GM%, in-stock rate, RTV, and SKU productivity.
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 Ensure compliance with merchandising standards and planograms across store formats.
 
 
 </li>
 </ul>
 Attitude matters most but do you have any of these?
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business, Supply Chain, or a related field.
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 3&ndash;5 years of experience in category management, buying, or commercial FMCG/Q-commerce roles.
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 Strong analytical skills with proficiency in Excel; ERP/retail systems experience preferred.
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 <li>
 Experience in supplier negotiations, assortment planning, and promotional execution.
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 Proven ability to work cross-functionally in a fast-paced, performance-driven environment.
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 Strong commercial acumen with a customer-first mindset.
 
 
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 </ul>
 What We Offer
 
 
 <ul>
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 The opportunity to lead a core category in a rapidly growing Q-commerce business.
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 A high-impact role with visibility and ownership across the business.
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 Competitive salary package with performance-based incentives.
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 Collaborative and growth-oriented team culture.
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 </ul>
</div>

Category Executive - Electronics

<div>
 
 A Little Bit About Us
 
 
 
 At Snoonu, we believe that technology has the power to make anything possible.
 
 
 Our Vision is to be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time.
 
 
 Our Mission is to radically transform how people live by leveraging technology to connect them with endless possibilities.
 
 
 
 Values We Live By
 
 
 
 Be Customer Obsessed: Focus on the customer and all else will follow.
 
 
 Act with Integrity: We are honest, ethical, and trustworthy in everything we do.
 
 
 Be Curious and Creative: We constantly innovate and create solutions to bring a lasting positive impact.
 
 
 Lead by Example and Take Ownership: Be the change you want to see and take ownership.
 
 
 Work Smart and Deliver Results: You can do more by doing less, better, and faster.
 
 
 It's All About People: Be a team player; together, we are stronger.
 
 
 
 (Some Of) What You Will Be Doing
 
 
 
 <ul>
 <li>
 Lead campaign execution, ensuring timely planning, coordination, and go-live.
 </li>
 <li>
 Collaborate with the Marketing Team for the development and delivery of campaign designs and creatives.
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 Coordinate with the Account Management Team to align on merchant priorities and campaign goals.
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 Align with Marketing and Content Teams to manage and maintain the grocery category campaign schedule.
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 Drive strategic planning to improve category layout, enhancing conversion rates and overall customer experience.
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 Manage internal trackers and documentation to ensure accuracy, visibility, and smooth workflow across teams.
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 Continuously optimize product placement and category visibility for key grocery merchants.
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 Monitor campaign performance and category analytics, providing insights and suggestions for future improvements and data-driven decision-making.
 
 
 </li>
 </ul>
 Attitude matters most, but do you have any of these?
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business, Marketing, or a related field.
 </li>
 <li>
 1&ndash;3 years of experience in e-commerce, category management, or campaign coordination.
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 Strong organizational and time management skills.
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 Excellent communication and stakeholder coordination skills.
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 Proficiency in Excel, Google Sheets, and campaign planning tools.
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 Data-driven mindset with attention to detail.
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 </ul>
</div>

Associate Digital Solutions Engineer

Join Snoonu and explore 13   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Snoonu

ABOUT_COMPANY

Customer Support Executive

Senior Manager, Customer Experience Compensation

Customer Experience Senior Manager - Personalization

Category Manager - Snoomart

Category Executive - Electronics

Category Coordinator - Grocery

Associate Digital Solutions Engineer