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Senior Manager CRM Operations

2 months ago

Dubai, Dubai, United Arab Emirates Talabat Full time

About the Role

Talabat is seeking a highly skilled Senior Manager CRM Operations to join our team. As a key member of our Regional Marketing team, you will be responsible for delivering high-quality campaigns through Braze, managing the request intake process, and ensuring adherence to Service Level Agreements (SLAs).

Key Responsibilities

  • Campaign Delivery: Responsible for the delivery of all ad-hoc and automated campaigns through Braze, ensuring required quality standards are met.
  • Request Intake Management: Manage the request intake process to improve efficiency and adherence to SLAs.
  • Campaign Quality Assurance: Responsible for the campaign Quality Assurance process and tracking of errors.
  • Process Improvement: Iterate ways of working and intake process based on learnings.
  • Workload Distribution: Manage workload distribution between team members.
  • Team Development: Act as a coach and mentor for junior team members to upskill them and train them on Campaign Ops best practices.
  • Innovation: Identify new innovations and new mechanics to launch more engaging campaigns through Braze.
  • Subject Matter Expertise: Provide subject matter expertise to launch complex campaigns on Braze.
  • Stakeholder Management: Work with Regional and Local stakeholders to understand and deliver on complex and critical campaign requirements.
  • Automation: Identify and implement opportunities to automate recurrent campaigns.
  • Collaboration: Work with Central Retention Solution teams to implement new enhancements to campaign operations (i.e., dynamic content, efficiency gains).

Requirements

  • People Management Experience: People management experience is essential for this role.
  • Subject Matter Expertise: Subject matter expertise and deep experience using Braze are required.
  • Agile Experience: Experience working with Agile models for delivery is necessary.
  • Experience: At least 7 years of experience in a similar role is required.
  • Stakeholder Management: Strong stakeholder management skills to set expectations and push back requests from markets are essential.
  • Fast-Paced Environment: Experience in a fast-paced Digital/StartUp environment delivering high volumes of campaigns is necessary.