Customer Communications Lead

Jeeny; Lahore; On-site; PKR 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Health benefits

Flexible hours

Job summary

Jeeny in Lahore is seeking a Customer Communications Lead to own rider and driver messaging across channels. You will bring structure to messaging, set prioritization rules, and ensure timely communication.

You will lead experimentation on content, tone, offers and journeys, using A/B tests and performance data to continuously improve our messaging. This role combines judgment, stakeholder management and analytical thinking to shape automated, personalized communications.

Qualifications

• 3–5 years in CRM operations, lifecycle marketing, or campaign management.
• Hands-on with a customer engagement platform such as CleverTap, Braze, Iterable or Salesforce Marketing Cloud, including segmentation, frequency capping, suppression.
• Working knowledge of experimentation: sample sizing, control design, significance, and SQL is a plus.
• Experience handling multilingual and multi-market customer communications is preferred.
• Proven ability to write a data specification and communicate with data/engineering teams.

Responsibilities

• Own our communications register, the definitive record of every message we send, who receives it, why it exists, who owns it, when it fires and how success is measured
• Govern communications across teams and channels with centralized rules on frequency, suppression, priority and eligibility
• Arbitrate competing sends and document rationale for the chosen message
• Design and run the A/B testing programme across content and maintain a test register
• Define KPIs for messages and work with data/engineering to close data gaps
• Convert experiment results into content standards for brand and content teams
• Partner with data science on the automated decisioning engine with required guardrails
• Chair a planning forum where teams propose sends and obtain approvals/rejections

Skills

CRM operations

Lifecycle marketing

Campaign management

Marketing automation

Tools

CleverTap

Braze

Iterable

Salesforce Marketing Cloud

Job description

About Jeeny

Jeeny is a mobile application that eases daily commuting and transportation. By connecting you with your preferred mode of transportation, we are fulfilling our aim of making mobility accessible, affordable, and flexible for all.

About Jeeny

Jeeny is a mobile application that eases daily commuting and transportation. By connecting you with your preferred mode of transportation, we are fulfilling our aim of making mobility accessible, affordable, and flexible for all.

We are a joint venture between MEIG (Middle East Internet Group), Rocket Internet, and IMENA.

Jeeny was established in 2014 as Easy Taxi.

However, in 2016, it was revamped as Jeeny to cater to other services. Currently, we are operational in Saudi Arabia and Jordan.

We have offices in Riyadh, Jeddah, Madinah, Amman, Lahore, and Karachi.

About the Role

As our Customer Communications Lead, you'll own how we communicate with riders and drivers across all channels. You'll bring structure to competing communication needs, set clear prioritisation rules, and ensure customers receive the right message at the right time.

You'll also lead experimentation across content, tone, offers and communication journeys, using A/B testing and performance data to understand what works and continuously improve our messaging.

This role is ideal for someone who combines strong judgement, stakeholder management and analytical thinking, and wants to help shape the future of more automated and personalised customer communications.

Responsibilities

• Own our communications register, the definitive record of every message we send, who receives it, why it exists, who owns it, when it fires and how success is measured
• Govern communications across teams and channels. Set and enforce the rules for frequency caps, suppression, priority, eligibility and exit criteria centrally, rather than one campaign at a time
• Arbitrate competing sends, deciding which message reaches a customer at a contested moment and documenting the rationale
• Design and run the A/B testing programme across content, maintaining a test register so experiments never collide on the same audience
• Define the KPI for every message and work with data and engineering to close the gaps where performance cannot currently be read
• Convert experiment results into a documented set of content standards for brand and content teams to apply at scale
• Partner with data science on the automated decisioning engine, supplying the outcome data, guardrails and business rules it requires
• Chair a regular planning forum where teams submit intended sends and leave with clear approvals, deferrals and rejections

Requirements

• Minimum 3 to 5 years in CRM operations, lifecycle marketing, marketing automation or campaign management, preferably within technology or consumer internet. Experience governing message volume across multiple internal stakeholders is essential
• Hands-on experience with a customer engagement platform such as CleverTap, Braze, Iterable or Salesforce Marketing Cloud, including segmentation, frequency capping, suppression and holdout groups
• Working knowledge of experimentation: sample sizing, control design, significance, and the discipline not to read a result early. Proficiency in SQL is a significant plus
• Experience in handling operational and crisis communications with clear escalation rules
• Experience managing multilingual and multi-market customer communications is preferred
• Demonstrated ability to write a data specification and hold a credible technical conversation with data and engineering teams
• Proven experience operating across cross-functional teams and managing competing priorities without formal authority
• Effective written and verbal communication, with the ability to explain a decision clearly to the team it went against

Benefits

What We Offer:

• An opportunity to collaborate with talented individuals while learning, growing, and expanding your skill set
• An environment that encourages you to take ownership and produce excellent outcomes every day
• Health benefits and insurance
• Flexible working hours

Company Culture

Jeeny is an equal opportunity employer. We are committed to providing a workplace where all aspects of employment are solely based on merit. We value diversity and absolutely do not discriminate in any form based on race, color, ethnicity, nationality, religion, gender, age, or mental or physical disability.