Manager CRM

Since launching in Kuwait in 2004, talabat, the leading on-demand food and Q-commerce app for everyday deliveries, has been offering convenience and reliability to its customers. talabat's local roots run deep, offering a real understanding of the needs of the communities we serve in eight countries across the region.

We harness innovative technology and knowledge to simplify everyday life for our customers, optimize operations for our restaurants and local shops, and provide our riders with reliable earning opportunities daily.

Here at talabat, we are building a high-performance culture through engaged workforce and growing talent density. We're all about keeping it real and making a difference. Our 6,000+ strong talabaty are on an awesome mission to spread positive vibes. We are proud to be a multi-great place to work award winner.

Role Summary/ Overview

1. User lifecycle management: Own and optimize the end-to-end CRM lifecycle for a vertical, ensuring a seamless and value-driven customer journey, maximizing impact and optimizing ROI

2. Campaign Development: Manage engaging CRM campaigns across talabat's owned channels, with a strong focus on driving user acquisition, increasing order frequency, and enhancing retention

3. Experimentation & Insights: Design and launch A/B tests and other CRM experiments in collaboration with the Business Intelligence team, with the aim of uncovering actionable insights to continuously refine strategies and improve performance.

4. Budget management: Own responsibility for the end to end CRM budget for some of the markets in which Talabat operates, closely coordinating with finance, planning and local marketing teams

5. Team management: Manage a team to drive growth through CRM

As a Manager, you will own and implement CRM campaigns for talabat. You'll need to be flexible, performance-driven, with an experimentation mindset and able to work with tight deadlines and be willing to be hands-on to get the job done.

What's On Your Plate?

• Ideation of basic CRM campaigns around the customer lifecycle to meet business needs

• Coordination with Campaign Ops team for launch of CRM campaigns to address challenges faced by local markets (churn increase, frequency drop etc.)

• Monitoring campaign spend and ensuring adherence to monthly, quarterly and annual CRM budgets

• Monitoring lifecycle campaign performance and suggesting optimizations based on best practices and learnings from other markets

• Creating visibility for local marketing teams on performance and cost evolution

What Did We Order?

• Bachelor's degree with a strong data focus.

• Minimum 3-4 years of proven relevant work experience in digital marketing, preferably in a fast-paced working environment

• Experience in any area of digital marketing is valued, with prior exposure to CRM considered a strong advantage.

• Strong data skills and advanced Excel proficiency are required.

• Experience in working with CRM and campaign management tools like Braze or similar.

• Being data-driven and passionate about results. Comfortable working with data and reporting campaign performance.

• Good time management skills.

• Fluency in written and spoken English, Arabic is a plus

• Good interpersonal, communication and presentation skills

• Proactive, responsible, attention to detail and a good team player

As part of the talabat team:

• You have the opportunity to be based in our specially designed collaborative work space in City Walk.

• You will also experience exciting opportunities for professional and personal growth and recognition.

• Monthly talabat credit to spend in the app, however you want

• Parental leave

• Working with the team, building the fastest-growing, largest and most valuable network of online food ordering services.

• Our colleagues at talabat come from every corner of the globe, working in diverse, cross-cultural teams.

• Enjoy fresh fruits, cereals, beverages, tea, and discounts at our Everyday Roastery cafe next door

• Take a break in our wellbeing room, music room or take in the views of the Dubai Downtown Skyline on our roof terrace

• Sponsored healthcare and gym membership