CRM Program Manager – UAE, Contract, Remote

This is a fully remote position, open to applicants in Saudi Arabia.

📋 Description

• Take ownership of the comprehensive CRM strategy across email, in-app, push notifications, and messaging platforms, ensuring alignment with acquisition, engagement, and retention KPIs.

• Develop and sustain the CRM roadmap encompassing lifecycle programs, promotional initiatives, and strategic projects.

• Manage the strategy for messaging app channels by market, including WhatsApp, WeChat, KakaoTalk, and other local platforms.

• Establish the global CRM framework and outline market localization standards.

• Act as the primary accountability point for CRM results and leadership reporting.

• Assess and oversee messaging service providers and the setup of official business accounts.

• Maintain CRM platform relationships, including contracts, roadmap synchronization, feature adoption, and renewals.

• Propel CRM innovation projects such as AI/LLM integrations from initial discovery to implementation and assessment.

• Identify gaps in the CRM stack and advocate for necessary investments.

• Collaborate in designing lifecycle programs, in-product messaging interfaces, event tracking, and journey delivery methods.

• Define audience segmentation and lead qualification standards.

• Manage audience and list segmentation, data hygiene, suppression, and upkeep across various markets.

• Generate insights into customer journeys and audiences to enhance profitability, delivery, and engagement.

• Design and supervise automated journeys, personalization efforts, and experimentation protocols.

• Oversee CRM KPIs, dashboards, and reporting across all channels.

• Report market and channel performance, including cross-market comparisons during the WBR.

• Maintain email deliverability health, addressing bounces, spam complaints, warming, and IP/domain reputation.

• Create and lead CRM experiments and leverage findings for program enhancements.

• Connect CRM performance to metrics such as LTV, retention, activation, and payback outcomes.

• Lead the planning, execution, and retrospectives for significant campaigns.

• Collaborate with product and data teams on event tracking, data pipelines, attribution, and metric accuracy.

• Coordinate workflows across marketing, product, engineering, data, and regional teams.

• Document CRM processes, playbooks, and established standards.

• Secure creative resources, draft creative briefs, and assist with messaging and copywriting as required.

• Automate reporting, monitoring, and workflows utilizing AI, scripts, and no-code/low-code solutions.

• Employ AI for culturally appropriate localization and scalable content creation.

• Spearhead the adoption of AI within CRM for enhancing personalization, copy generation, segmentation, and journey optimization.

⛳️ Requirements

• Minimum of 5 years of experience in CRM, lifecycle, or retention marketing.

• Preferably experience in a consumer subscription, mobile, or edtech environment.

• Proficient hands-on experience with modern CRM/ESP platforms such as Iterable, Braze, or Customer.io, including journey design and segmentation.

• Demonstrated history of owning CRM strategy and roadmap with a measurable effect on acquisition, engagement, and retention.

• Strong analytical capabilities; comfortable working with dashboards, experimentation, and SQL or similar tools.

• Familiarity with best practices in email deliverability.

• Experience in managing multi-market or international CRM initiatives.

• Knowledge of platforms like WhatsApp, WeChat, or KakaoTalk is advantageous.

• Exceptional cross-functional program management and stakeholder communication skills.

• Strong writing abilities and capacity to brief creative teams or directly draft copy.

• Curiosity and practical experience utilizing AI and automation to enhance marketing processes.

🏝️ Benefits

• Contract position.

• Flexible remote work arrangement.