Customer Relationship Management Specialist

instashop; Dubai; On-site; USD 50,000 - 70,000; Full time

Job summary

instashop, a leading online marketplace in the UAE, is seeking a CRM Specialist for their Dubai office. The role involves executing CRM strategies to enhance customer engagement and retention, managing campaigns via the Braze platform, and working collaboratively across teams. Ideal candidates will have a background in marketing or business administration, along with fluency in Arabic and English.

Qualifications

• 2+ years experience in CRM campaign execution, preferably in e-commerce.
• Fluent in Arabic and English; excellent written communication.
• Proficiency with the Braze platform is essential.

Responsibilities

• Implementing end-to-end CRM campaigns to enhance retention and engagement.
• Managing ad hoc CRM campaigns and monitoring performance.
• Collaborating with cross-functional teams to optimize customer journeys.

Skills

Analytical skills

Campaign management

Communication

Data interpretation

Creativity

Education

Bachelor's degree in Marketing or Business Administration

Tools

Braze platform

Job description

About instashop

instashop, headquartered in Dubai, is the leading online local marketplace in the UAE and Egypt Since joining the Delivery Hero family 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.

With a dynamic and motivated team fueled by passion and innovation, every day at instashop is an opportunity for growth and success. We champion inclusivity, diversity and collaboration, creating an environment where everyone’s achievements are celebrated and where success is the only way forward. As we continue to grow, our team keeps expanding across the UAE, Egypt and Greece, and we’re always on the lookout for talented individuals to join us on our journey to success

About the role

The CRM Specialist will be based at our Dubai office and will be an integral part of our dynamic team, responsible for executing CRM strategies and ensuring excellent customer engagement and retention. The successful candidate will be fluent in both Arabic and English, possess expertise in CRM flows and ad hoc campaign management, and have hands-on experience with the Braze platform.

Day-to-day responsibilities

• CRM Campaign Execution: Implementing end-to-end CRM campaigns to enhance customer retention, engagement, and conversion. Collaborate with cross-functional teams, to ensure seamless campaign execution.
• Ad Hoc Campaign Management: Develop and execute ad hoc CRM campaigns (push notifications, emails and in app messages) to address specific customer needs or target segments. Monitor and optimize the performance of these campaigns to achieve desired outcomes.
• Customer Segmentation: Utilizing customer data to segment the user base effectively and deliver personalized messaging that drives customer loyalty and satisfaction.
• Braze Platform Management: Leveraging the Braze platform to create, schedule, and analyze campaigns. Stay updated with the latest Braze features and best practices to optimize campaign performance continually.
• A/B Testing: Conducting A/B tests on various campaign elements, such as subject lines, content, and delivery timings, to identify the most effective strategies.
• Performance Analysis: Monitoring and analyze CRM campaign performance metrics regularly. Prepare insightful reports and recommend improvements to enhance customer engagement and ROI.
• Communication: Collaborating with the CRM team, as well as Marketing and Product teams, to align CRM strategies with overall company objectives. Effectively communicate campaign plans, results, and insights to stakeholders.
• Customer Journey Optimization: Working closely with the CRM Manager to analyze customer journeys and identify opportunities for enhancing user experience, retention, and conversion rates.
• Troubleshooting: Identifying and address CRM-related issues promptly. Collaborate with the technical team to ensure smooth campaign execution.
• Data Integrity: Ensuring accurate and up-to-date customer data within the CRM system. Maintaining data hygiene and compliance with data protection regulations.

Key qualifications

• Bachelor's degree in Marketing, Business Administration, or a related field.
• Proven experience (2+ years) in CRM campaign execution, preferably within the e-commerce or technology industry.
• Fluent in both Arabic and English, with excellent written communication skills in both languages.
• Proficiency in using the Braze platform for campaign management and analysis.

What you will bring

• Strong analytical skills with the ability to interpret data and derive actionable insights.
• A creative mindset with an eye for detail to deliver engaging and personalized CRM campaigns.
• Familiarity with A/B testing methodologies and a data-driven approach to decision-making.
• Ability to work in a fast-paced environment and manage multiple projects simultaneously.
• Team player with excellent interpersonal and communication skills.