Customer Experience Senior Manager - Personalization

🚀 Welcome to Your Next Adventure!

We are looking for a CX Senior Manager to lead the Segmentation & Personalization strategy for Snoonu’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’ll Get Your Hands On

Customer Segmentation Strategy

• Own the end-to-end segmentation strategy for all customer archetypes (e.g., new vs. loyal, high-value, churn-risk, promo-seekers).
• Develop dynamic and multi-dimensional customer segments based on behavior, value, frequency, demographics, and lifecycle stages.
• Partner with Data & Analytics to implement segmentation models and maintain data pipelines that support experimentation and automation.
  
  

Personalization Across Touchpoints

• Design personalized CX journeys, interventions, and content strategies across in-app experiences, support flows, and CRM channels.
• Collaborate with Product, Marketing, and Support to tailor experiences, scripts, SLAs, and policies to customer segment needs.
• Leverage ML-driven personalization, customer propensity models, and real-time triggers where possible.
  
  

Lifecycle & Retention Programs

• Build differentiated lifecycle strategies for onboarding, reactivation, and loyalty development.
• Launch test-and-learn initiatives to improve retention, increase engagement, and reduce churn through personalization.
• Measure and optimize campaign performance using rigorous data analysis and experimentation.
  
  

Operational & Strategic Enablement

• Drive adoption of segmentation insights across support, commercial, and operations teams to inform decision-making and prioritization.
• Maintain a segmentation governance framework and continuously refine it based on business evolution and data fidelity.
  
  

Metrics, Analysis & Insight

• Define and track KPIs for segmentation effectiveness (LTV, churn, activation, re-order rate, CSAT).
• Present findings and strategic recommendations to cross-functional stakeholders and senior leadership.
  
  

🧙‍♂️ The Magic You Bring

• 7+ years of experience in customer strategy, CRM, lifecycle marketing, product analytics, or related roles.
• 3+ years specifically in segmentation, personalization, or customer insights leadership roles.
• Expertise in customer lifecycle frameworks, behavioral analytics, and retention strategy.
• Strong hands-on experience with customer data platforms (e.g., Segment, Braze, Amplitude), and CRM tools (e.g., Iterable, Salesforce Marketing Cloud).
• Proficiency in SQL and BI tools (e.g., Looker, Tableau) for deep customer segmentation and KPI tracking.
• Experience with A/B testing platforms and interpreting experimental data to iterate on personalization strategies.
• Deep understanding of customer value modeling, cohort analysis, and churn risk scoring.
• Experience collaborating with Product and Data Science teams to build or apply ML models (e.g., recommender systems, predictive LTV).
• Outstanding communication, storytelling, and stakeholder influence skills.
• Passion for customer-first thinking, with a mindset of experimentation and continuous improvement.
  
  

✨ Bonus Points If You Have

• Experience in a high-growth marketplace, delivery, or subscription-based platform.
• Background in customer journey mapping and VoC (Voice of Customer) analysis.
• Familiarity with privacy and data compliance standards related to personalization (e.g., GDPR, CCPA).
  
  

Inside Snoonu’s Universe

Snoonu is Qatar’s homegrown Super App, reinventing daily life with blazing-fast delivery, ride-hailing, and shopping - all in one place. Powered by tech, driven by a global team, and obsessed with making life easier.

The Dream We’re Chasing

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.

The Quest We’re On

To radically transform how people live by leveraging technology to connect them with endless possibilities.

Our Everyday Superpowers

👥 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.”

Perks & Worklife Magic At Snoonu

🌐 Remote & Global Vibes – Collaborate with a worldwide crew.

🧠 Brain Boosters – Learning budgets, access to courses, and tools for your growth.

🚒 Builder’s Playground – Own your tasks, own your path! We’re big on autonomy.

📦 Shared Success – We offer equity because we build this together.

🌺 Flexible Time Off – We take recharging seriously. Generous leave and wellness policies.

🛠️ Agile Everything – Scrum isn’t a buzzword here. It’s how we roll, from product to ops.

Beyond the Code: Giving Back Matters

We don’t just build an app. We’re committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we’re always finding ways to do better—and we invite you to be a part of that mission.

Diversity Isn’t Just a Buzzword

At Snoonu, fairness and inclusion are the foundation of everything we do. We’re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here.

Let’s Build the Future Together

Apply now to join a tech team where your code sparks change, your voice is heard, and your growth is guaranteed. Let’s make some tech magic together.

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