Specialist CRM

Responsibilities

• Design and own the end-to-end customer journey map, establishing automated triggers for onboarding, activation, retention, win-back, and loyalty
• Act as the internal super-user and product owner for Braze, leveraging push notifications, in-app messages, email, and SMS
• Analyze user behavior and purchase history to build dynamic customer segments, delivering highly personalized content that drives LTV
• Oversee customer database hygiene, ensure compliance with regional data regulations, and collaborate with product/engineering to ensure accurate data flow into the CRM
• Run continuous A/B tests on subject lines, send-times, content, and channel combinations to improve open rates, CTRs, and conversion
• Partner with the Brand, Commercial, and Performance teams to support category launches, localized promotions, and co-marketing campaigns
• Deliver comprehensive weekly and monthly reports on key retention metrics (Retention Rate, Churn Rate, Frequency, Repeat Purchase Rate)

Requirements

• Bachelor's degree in Marketing, Business Administration, or a related field
• 4+ years of experience in CRM and marketing automation (preferably with Braze)
• Experience with CRM software and marketing automation platforms, such as Braze, Salesforce, HubSpot, or Marketo
• Familiarity with data protection regulations, such as GDPR and CCPA
• Experience managing budgets and effectively supporting business objectives
• Fluent in English with excellent written communication skills

About the Company

instashop, headquartered in Dubai, is the leading online local marketplace in the UAE and Egypt. Since joining the Delivery Hero family in 2020, the global leader in online food delivery and q-commerce, it sets the standard for excellence and convenience in the region.