About Us: Wego is the most popular travel search engine in the Middle East and among the leading players in online travel in Southeast Asia.
ShopCash is a new cashback and loyalty program launched by Wego in MENA in 2020. ShopCash gives users access to a wide range of cashback offers, promo codes, deals and vouchers from a variety of merchants. ShopCash was developed to make brand and deal discovery easier while enabling users to save on every purchase.
Job Overview: We are seeking an experienced and strategic CRM professional to lead our customer relationship management initiatives. The ideal candidate will have a comprehensive understanding of CRM channels and tools, a keen eye for personalisation strategies, and the ability to coordinate effectively with product, marketing and commercial teams. Experience in the e-commerce industry is a significant advantage.
Key Responsibilities:
- CRM Strategy Development:
- Develop and execute a robust CRM strategy encompassing email marketing, push notifications, in-app and on-site notifications, WhatsApp, and SMS marketing in a B2C setup.
- Design and implement onboarding and engagement journeys to enhance customer retention and lifetime value.
- Campaign Management:
- Lead end-to-end campaign planning, execution, and analysis for CRM channels.
- Utilize data-driven insights to optimize campaigns for maximum impact and engagement.
- Personalization and Segmentation:
- Drive personalization efforts to deliver relevant content and offers to customers.
- Develop advanced segmentation strategies to target users based on behavior, preferences, and lifecycle stages.
- Cross-Functional Collaboration:
- Work closely with the product team to align CRM efforts with product features and user experience enhancements.
- Collaborate with design and content teams to ensure cohesive and impactful campaigns.
- Innovation and Trends:
- Stay up-to-date with the latest CRM technologies, trends, and best practices.
- Implement new tools and approaches to enhance CRM effectiveness.
- Performance Measurement:
- Establish KPIs to measure the success of CRM initiatives.
- Regularly analyze campaign performance and provide actionable insights for improvement.
Qualifications and Requirements:
- Proven experience (3+ years) in CRM management across multiple channels.
- Full proficiency in Arabic and English (Speaking - Reading - Writing)
- Strong expertise in email marketing, push notifications, and in-app/on-site notifications.
- Experience with customer onboarding and engagement journeys using at least one CRM tool (Webengage, Clevertap, Braze, etc).
- Deep understanding of personalization techniques and data-driven CRM strategies.
- Hands-on experience with CRM platforms and marketing automation tools.
- Proficiency with Microsoft Excel and BigQuery (good to have).
- Proficiency with HTML, CSS, JS, and other supporting languages for creating mailers and automating reports is a must.
- Exceptional analytical skills with the ability to interpret data and derive actionable insights.
- Strong project management skills with the ability to handle multiple campaigns simultaneously.
- Excellent communication and leadership skills.
- Bachelor's degree, preferably in marketing.
