Customer Support Specialist à Émirats arabes unis

The role is responsible for driving cross-selling initiatives by maximizing user engagement and adoption across Careem’s multiple verticals.

The role holder will leverage strategic insights, advanced data analytics, and a deep understanding of consumer behavior to create and implement targeted cross-sell strategies focused on maximizing CLTV and AOV across different Careem verticals.

• Lead the design and execution of highly targeted marketing initiatives that promote multi-vertical adoption among Careem users.
• Utilize robust analytics and market research to identify and act on cross-selling opportunities, drive recommendations and build strategies that are tailored to audience behavior, regional nuance, and unique strength of each vertical.
• Map and optimize the customer journey to drive cross-vertical adoption, focusing on frictionless transitions between verticals like food delivery, groceries, etc.
• Analyze user behavior to pinpoint drop-off and friction areas, ensuring seamless experiences through cross-functional collaboration with Product, CRM, and Ops.
• Develop personalized in-app nudges and recommendations tailored to user segments, promoting cross-sell behavior and deeper engagement.
• Implement lifecycle marketing strategies to nurture customers into becoming multi-vertical users.

• Lead the Exploratory Data Analysis (EDA), A/B testing, and predictive analytics to uncover trends, patterns, and initial insights at user level.
• Track and iterate on north star metrics like cross-sell conversion rate, CLTV, and engagement metrics.
• Leverage user segmentation and behavioral data to design personalized cross-sell offers and experiences.
• Lead initiatives to unlock exponential growth and cross-selling rates by building scalable attribution models and developing cohort specific user journeys.
• Engage with regional marketing teams to understand regional nuances and ensure relevance across different markets.
• Use behavioral and transactional data to identify cross-sell triggers, refine targeting, and drive campaign performance.

• Build dashboards and performance reports to track cross-sell impact, providing actionable insights for stakeholders.
• Continuously assess the effectiveness of campaigns and strategies, recommending improvements based on data and user feedback.

• Bachelor’s or Master’s degree in Marketing, Engineering, Data Science, or a related field.
• 4-6 years of experience in growth marketing, cross-selling, or lifecycle management within a tech-first multi-vertical organization and/or large scale B2C startup (Food delivery, e-commerce, gaming).
• Prior experience of handling P&L responsibilities for a multi-vertical setup.
• Well versed in data mining, statistical modeling, and advanced data analysis.
• Strong hold of Python, SQL, and data visualization tools (Power BI, VBA, Tableau) and PowerPoint.
• Strong understanding of A/B Testing, Regression Analysis, User Segmentation, Cohort Analysis, and churn/attrition modeling, CLTV models.
• Demonstrated experience in applying behavior analytics principles to growth models.
• Familiarity with machine learning models for growth prediction and user segmentation is a plus.

We offer colleagues the opportunity to drive impact in the region while they learn and grow. As a full-time Careem colleague, you will be able to:

• Work and learn from great minds by joining a community of inspiring colleagues.
• Put your passion to work in a purposeful organization dedicated to creating impact in a region with a lot of untapped potential.
• Explore new opportunities to learn and grow every day.
• Work 4 days a week in office & 1 day from home, and remotely from any country in the world for 30 days a year with unlimited vacation days per year. (If you are in an individual contributor role in tech, you will have 2 office days a week and 3 to work from home.)
• Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.