Senior CRM Executive

About Us:

Wego is the most popular travel search engine in the Middle East and among the leading players in online travel in Southeast Asia.

ShopCash is a new cashback and loyalty program launched by Wego in MENA in 2020. ShopCash gives users access to a wide range of cashback offers, promo codes, deals and vouchers from a variety of merchants. ShopCash was developed to make brand and deal discovery easier while enabling users to save on every purchase.

Job Overview:

We are seeking an experienced and strategic CRM professional to lead our customer relationship management initiatives. The ideal candidate will have a comprehensive understanding of CRM channels and tools, a keen eye for personalisation strategies, and the ability to coordinate effectively with product, marketing and commercial teams. Experience in the e-commerce industry is a significant advantage.

Key Responsibilities:

• CRM Strategy Development:
• Develop and execute a robust CRM strategy encompassing email marketing, push notifications, in-app and on-site notifications, WhatsApp, and SMS marketing in a B2C setup.
• Design and implement onboarding and engagement journeys to enhance customer retention and lifetime value.
• Campaign Management:
• Lead end-to-end campaign planning, execution, and analysis for CRM channels.
• Utilize data-driven insights to optimize campaigns for maximum impact and engagement.
• Personalization and Segmentation:
• Drive personalization efforts to deliver relevant content and offers to customers.
• Develop advanced segmentation strategies to target users based on behavior, preferences, and lifecycle stages.
• Cross-Functional Collaboration:
• Work closely with the product team to align CRM efforts with product features and user experience enhancements.
• Collaborate with design and content teams to ensure cohesive and impactful campaigns.
• Innovation and Trends:
• Stay up-to-date with the latest CRM technologies, trends, and best practices.
• Implement new tools and approaches to enhance CRM effectiveness.
• Performance Measurement:
• Establish KPIs to measure the success of CRM initiatives.
• Regularly analyze campaign performance and provide actionable insights for improvement.
  

Qualifications and Requirements:

• Proven experience (3+ years) in CRM management across multiple channels.
• Full proficiency in Arabic and English (Speaking - Reading - Writing)
• Strong expertise in email marketing, push notifications, and in-app/on-site notifications.
• Experience with customer onboarding and engagement journeys using at least one CRM tool (Webengage, Clevertap, Braze, etc).
• Deep understanding of personalization techniques and data-driven CRM strategies.
• Hands-on experience with CRM platforms and marketing automation tools.
• Proficiency with Microsoft Excel and BigQuery (good to have).
• Proficiency with HTML, CSS, JS, and other supporting languages for creating mailers and automating reports is a must.
• Exceptional analytical skills with the ability to interpret data and derive actionable insights.
• Strong project management skills with the ability to handle multiple campaigns simultaneously.
• Excellent communication and leadership skills.
• Bachelor's degree, preferably in marketing.