CRM Specialist - Lifecycle Marketing

Talabat Holding; Dubai; On-site; AED 279,000 - 446,000; Full time

Job summary

instashop is seeking a CRM Specialist - Lifecycle Marketing in Dubai to own customer retention and engagement across the lifecycle. You will design, build, and scale personalized journeys for onboarding, activation, retention, win-back, and loyalty using Braze and customer data.

The role requires creating multi-channel campaigns across push, in-app, email, and SMS, establishing automated triggers, segmentation, and ongoing optimization.

Qualifications

• Bachelor's degree in Marketing, Business Administration, or a related field.
• 4 years of experience in CRM and marketing automation.
• Proven experience developing and executing CRM campaigns.
• Experience with Braze is preferred.
• Experience within e-commerce or technology is preferred.
• Experience using CRM platforms such as Braze, Salesforce, HubSpot, or Marketo.
• Familiarity with GDPR and CCPA.

Responsibilities

• Own end-to-end customer lifecycle journey design and execution.
• Automate triggers across onboarding, activation, retention, win-back, and loyalty.
• Develop personalized communications based on customer behavior.
• Build dynamic customer segments for personalized journeys.
• Design and run multichannel campaigns (Braze, email, push, SMS).
• Monitor performance, run A/B tests, and optimize campaigns.
• Collaborate with Product and Engineering on data flows and compliance.
• Prepare CRM performance reports and share insights with stakeholders.

Skills

CRM concepts

Marketing automation

Campaign development

Segmentation

A/B testing

Analytics

English proficiency

Education

Bachelor's degree in Marketing or related field

Tools

Braze

Salesforce

HubSpot

Marketo

Job description

CRM Specialist - Lifecycle Marketing Job Snapshot Role: CRM Specialist - Lifecycle Marketing Location: Dubai, UAE Industry: Internet Function: Direct Marketing -CRM Experience: 4 years in CRM and marketing automation Job Type: Full Time Position Overview instashop is hiring a CRM Specialist - Lifecycle Marketing in Dubai, UAE to own customer retention and engagement across the lifecycle. This individual contributor role will design, build, and scale personalized journeys for onboarding, activation, retention, win-back, and loyalty. Using Braze and customer behavioral data, the specialist will develop multi-channel CRM strategies across push notifications, in-app messaging, email, and SMS while continuously optimizing campaigns through segmentation, experimentation, and performance analysis.

Job Details Country: UAE City: Dubai Industry: Internet Function: Direct Marketing -CRM Salary: Not disclosed Gender: No Preference Candidate Nationality: Not specified Job Type: Full Time Work Arrangement: On-site

Lifecycle Marketing Strategy

The CRM Specialist will take ownership of the retention and engagement engine at instashop, developing customer journeys that strengthen repeat usage and long-term loyalty.

• Design and own the end-to-end customer lifecycle journey.
• Establish automated triggers across onboarding, activation, retention, win-back, and loyalty stages.
• Develop personalized communication strategies based on customer behavior.
• Identify opportunities to reactivate lapsed customers.
• Build lifecycle initiatives designed to improve retention and engagement.
• Use customer insights to continually refine CRM journeys and communication.

Braze and Multi-Channel CRM

The role will serve as the internal super-user and product owner for Braze, using the platform to build and manage personalized customer communications.

• Own day-to-day CRM execution through Braze.
• Develop campaigns using push notifications, in-app messages, email, and SMS.
• Build scalable automated customer journeys.
• Maintain effective campaign configurations and lifecycle triggers.
• Use CRM capabilities to deliver relevant communications across customer segments.
• Support continuous improvement of the marketing automation environment.

Customer Segmentation and Personalization

• Analyze customer behavior and purchase history.
• Build dynamic customer segments based on relevant behavioral signals.
• Develop personalized communications for different customer groups.
• Use segmentation to support improvements in customer lifetime value.
• Translate customer data into actionable retention and engagement strategies.
• Balance personalization with consistent brand communication.

Campaign Testing and Optimization

A continuous test-and-learn approach will be central to CRM performance. The specialist will:

• Design and run A-B tests across CRM campaigns.
• Test subject lines, content, send times, and channel combinations.
• Monitor open rates, click-through rates, and conversions.
• Analyze campaign results and identify optimization opportunities.
• Apply data-driven findings to future campaigns and lifecycle journeys.
• Continuously refine engagement strategies based on measured performance.

Data Management and Compliance

• Oversee customer database hygiene.
• Help ensure customer information remains accurate and usable for CRM activity.
• Work with Product and Engineering teams to maintain accurate data flows into CRM systems.
• Support compliance with applicable regional data regulations.
• Apply relevant data protection requirements when managing customer databases.
• Maintain awareness of privacy frameworks including GDPR and CCPA.

Cross-Functional Campaign Support

• Partner with Brand, Commercial, and Performance teams.
• Support category launches through targeted CRM activity.
• Develop communications for localized promotions.
• Contribute to co-marketing campaigns.
• Coordinate campaign requirements across relevant teams.
• Manage CRM initiatives independently while collaborating effectively with cross-functional stakeholders.

CRM Reporting and Insights

• Prepare weekly and monthly CRM performance reports.
• Track retention rate.
• Monitor churn rate.Analyze customer purchase frequency.
• Measure repeat purchase rate.
• Evaluate campaign engagement and conversion performance.
• Translate CRM data into actionable insights for future campaigns.
• Communicate performance findings clearly to relevant stakeholders.

Required Qualifications

• Bachelor 's degree in Marketing, Business Administration, or a related field.
• 4 years of experience in CRM and marketing automation.
• Proven experience developing and executing CRM campaigns.
• Experience with Braze is preferred.
• Experience within e-commerce or technology is preferred.
• Experience using CRM and marketing automation platforms such as Braze, Salesforce, HubSpot, or Marketo.
• Familiarity with data protection regulations such as GDPR and CCPA.
• Experience managing budgets and allocating resources in support of business objectives.
• Fluent English with excellent written communication skills.

What You Will Bring

• Strong understanding of customer behavior.
• Strong knowledge of marketing automation principles.
• Analytical ability to interpret data and derive actionable insights.
• Creative approach to personalized CRM communications.
• Strong attention to detail.
• Familiarity with A-B testing methodologies.
• Data-driven decision-making skills.
• Strong communication and project management capabilities.
• Ability to measure and report campaign performance.
• Ability to collaborate effectively across functions.
• Capacity to work independently in a fast-paced, deadline-driven environment.

CRM Platforms and Performance Metrics Relevant tools and areas of expertise include:

• Braze.
• Salesforce.
• HubSpot.
• Marketo.
• Push notifications.
• In-app messaging.
• Email marketing.
• SMS marketing.
• Marketing automation.
• Customer segmentation.
• Lifecycle journey automation.
• A-B testing.
• Retention Rate.
• Churn Rate.
• Purchase Frequency.
• Repeat Purchase Rate.
• Customer Lifetime Value.
• Click-through and conversion measurement.

About instashop

instashop is a Dubai-headquartered online local marketplace operating in the UAE and Egypt. The company joined the Delivery Hero family in 2020 and continues to expand its team across the UAE, Egypt, and Greece.