CRM Manager

noon; Gurugram District; On-site; INR 9,150,000 - 14,379,000; Full time

Job summary

noon’s Dubai Mall Online is seeking a CRM Manager to own end-to-end lifecycle retention, automated journeys, and multi-channel engagement across App Push, WhatsApp, Email, and SMS. Collaborate with Growth, Product, and Commercial teams to build scalable retention funnels and maximize LTV.

You'll localize CRM communications in English and Arabic, ensure data privacy compliance (UAE PDPL), and build and operationalize the CRM stack from scratch in a fast-growing digital commerce environment.

Qualifications

• 5+ years of CRM/lifecycle marketing experience
• Hands-on with messaging platforms—cohorts, RFM, triggers
• Expertise in WhatsApp Business API, including template approvals
• Strong understanding of UAE PDPL or GDPR and data hygiene
• Attention to detail in copy, audience rules, and timing
• Entrepreneurial, ownership mindset; build CRM frameworks from scratch
• Professional English; Arabic reading/writing or GCC market experience a plus

Responsibilities

• Own Lifecycle Automation & Funnel Build across Welcome, Onboarding, Abandonment, Post-Purchase, Win-back
• Partner with Analytics to build cohorts, RFM segments and triggers
• Manage WhatsApp Business API operations, approvals, and tier management
• Deliver Arabic and English CRM communications, RTL-compliant copy
• Govern internal messaging tools, scheduling, templates, delivery health
• Communicate wallet balances, cashback, credits and promotions
• Coordinate campaigns with Growth and stakeholders across databases
• Ensure UAE PDPL data hygiene and opt-in processes
• Run A/B tests and monitor LTV optimization across channels
• Create dashboards for cohorts, repeats, channel performance, deliverability

Skills

CRM & lifecycle

WhatsApp API

Data privacy

English fluency

Arabic a plus

Analytics collaboration

Job description

We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a CRM Manager who can help us move even faster.

noon’s mission: Every door, every day.

About Dubai Mall

The Dubai Mall Online is the official digital platform of Dubai Mall, bringing together the mall’s iconic retail brands into a single online shopping destination. Powered by best-in-class e-commerce technology, logistics, and customer experience capabilities, the platform enables customers to discover, shop, and receive products from multiple Dubai Mall retailers through a seamless digital journey.

Joining The Dubai Mall Online offers a unique opportunity to help build and scale a high-growth business from the ground up, working alongside some of the world’s most recognized brands while shaping the future of omnichannel retail in the GCC.

What you'll do:

As the CRM Manager for Dubai Mall Online, you will own the end-to-end lifecycle retention strategy, automated customer journeys, and multi-channel engagement across App Push, WhatsApp, Email, and SMS. You will be working closely with the growth, product, and commercial teams to build and optimize scalable retention funnels designed to drive first-order conversion, repeat purchase frequency, and long-term Customer Lifetime Value (LTV). You will be responsible for operationalizing our CRM stack from scratch.

Key Responsibilities

• Own Lifecycle Automation & Funnel Build: Build and optimize automated customer journeys including Welcome, Onboarding, Cart/Search Abandonment, Post-Purchase, and Win-back flows.
• Analytics Partnership & Cohort Setup: Work with Analytics to build and operationalize customer cohorts, RFM segments, and behavioral triggers.
• WhatsApp WABA Governance & Tier Ramp: Manage WhatsApp Business API operations, including Meta template approvals, display-name verification, and messaging-volume tier growth.
• Arabic Journey Execution: Deliver fully localized English and Arabic CRM communications, including RTL-compliant copy, offers, and timing.
• Internal Messaging Tool Governance: Manage campaign scheduling, audience rules, templates, and delivery health across internal email and push platforms.
• Wallet & Cashback Communications: Own customer communications related to wallet balances, cashback, credits, return windows, and promotional incentives.
• Cross-Ecosystem & Community Broadcasts: Coordinate strategic audience campaigns with noon Growth teams and Emaar stakeholders across relevant customer databases and channels.
• Data Hygiene & PDPL Compliance: Ensure compliant opt-ins, unsubscribe processes, customer-data synchronization, and database hygiene under UAE PDPL.
• A/B Testing & LTV Optimization: Establish continuous testing across timing, channels, messaging, personalization, and recommendations to improve engagement and repeat purchases.
• Analytics & Retention Reporting: Build daily and weekly reports covering customer cohorts, repeat orders, channel performance, deliverability, and uninstalls for Growth leadership.

What you’ll need

• 5+ years of CRM/lifecycle marketing experience, ideally within mobile-first e-commerce, marketplaces, or digital consumer platforms.
• Strong hands-on experience with messaging platforms, including building customer cohorts, RFM segments, and behavioral triggers in partnership with Analytics teams.
• Expertise in WhatsApp Business API (WABA), including Meta template approvals, display-name verification, and messaging-volume tier management.
• Strong understanding of data privacy and compliance, particularly UAE PDPL or GDPR, including opt-in/opt-out processes and customer-data hygiene.
• Exceptional attention to detail with a strong focus on accurate customer-facing copy, links, audience rules, and trigger timing.
• Entrepreneurial, high-ownership mindset, with the ability to build CRM frameworks, campaign calendars, lifecycle journeys, and experimentation roadmaps from scratch.
• Professional fluency in English; Arabic reading/writing or prior GCC market experience is a strong advantage.

Who will excel?

• We’re looking for people with high standards, who understand that hard work matters.
• You need to be relentlessly resourceful and operate with a deep bias for action.
• We need people with the courage to be fiercely original.
• noon is not for everyone; readiness to adapt, pivot, and learn is essential.