CRM Lead

Overview

Join the dynamic team at Snoonu as a CRM Lead, where you will be responsible for managing and executing the comprehensive CRM reactivation efforts. Your core goal is driving customer return and sustaining engagement by understanding disengagement reasons and crafting personalized, data-driven reactivation journeys. This role demands a deep technical and strategic approach to boost reactivation rates, shorten time to return, and guarantee ongoing customer loyalty across multiple service verticals including Food, Groceries, Marketplace, Pharmacy, and Flowers.

Key Responsibilities

• Lead the end-to-end CRM reactivation strategy targeting dormant, declining, inactive, and churned customers, designing differentiated approaches based on customer behavior, order frequency, and segment value.
• Build and continuously improve personalized customer journeys that evolve inactive users into consistently active ones at both platform-wide and vertical-specific levels.
• Develop early indicator models to identify customers trending towards inactivity and implement preventive engagement workflows.
• Manage automated multi-channel campaigns via Braze, covering push notifications, email, SMS, WhatsApp, in-app messages, and pop-ups, while leading experimentation on messages, timing, and incentives.
• Define and track key performance indicators like reactivation conversion, repeat order rates, cost efficiency, and long-term value in collaboration with BI and data teams.
• Analyze churn and behavioral data using SQL to inform strategies, measure incremental impacts with control groups, and optimize CRM interventions.
• Collaborate cross-functionally with Product, Engineering, Growth, Commercial, Loyalty, Finance, and Customer Experience teams to align CRM initiatives with business goals and seasonal campaigns.

Candidate Profile

• Minimum of 3 years’ experience in CRM, lifecycle marketing, retention, or customer engagement with proven success in reactivation or win-back strategies at scale.
• Proficiency and hands-on experience with Braze's suite including segmentation, automation, experimentation, and multi-channel orchestration.
• Advanced SQL skills to independently conduct data extraction and customer behavior analysis.
• Strong grasp of behavioral segmentation, customer lifecycle stages, and churn indicators.
• Experience designing structured experiments with hypotheses, control groups, and measuring incremental performance.
• Commercially savvy with the ability to align CRM strategies with promotional budgets and customer lifetime value.
• Excellent stakeholder engagement skills, comfortable working with both technical and non-technical teams.
• Self-motivated, accountable, curious, and able to thrive in a fast-paced environment.

Preferred Qualifications

• Background in marketplaces, super apps, e-commerce, or high frequency consumer platforms.
• Knowledge of RFM segmentation, churn prediction models, and customer lifetime value analytics.
• Experience with data warehousing technologies like BigQuery or Snowflake and analytics platforms such as Looker, Tableau, Power BI, or Amplitude.
• Skills in HTML, CSS, Liquid templating, and advanced personalization techniques.
• Familiarity with loyalty programs, gamification, subscription models, and promotional strategy optimization.
• Knowledge of causal measurement, holdout groups, and marketing incrementality frameworks.

Company Highlights and Benefits

Snoonu is Qatar’s pioneering Super App, committed to transforming daily life through technology and innovation. The company promotes a customer-centric culture with core values including integrity, creativity, ownership, smart work, and teamwork. Employees enjoy global collaboration opportunities, dedicated learning budgets, flexible leave policies, and an agile environment fostering autonomy.

Snoonu holds Great Place to Work® certification and is ISO 9001:2015 and ISO 45001:2018 certified, emphasizing quality, safety, and employee wellbeing. The company champions diversity, inclusion, sustainable business practices, and community engagement.

Join Us

Be part of a forward-thinking organization where your initiatives impact millions and your expertise is valued. Apply now to contribute meaningfully and grow professionally in an innovative environment.