Lifecycle Campaign Manager

About ClearGrid

ClearGrid is transforming debt recovery processes through advanced AI and analytics solutions. Our approach harnesses real-time data and automation to enhance recovery operations for financial institutions. We are expanding our scalable, resilient technology platform to support rapid growth.

About the Role

This position focuses on managing digital collection campaigns within ClearGrid's Collections Business Unit in Saudi Arabia. You will be responsible for designing, creating, and refining customer communication journeys that determine timing and channels for contacting borrowers. The role involves hands-on work with journey construction, content creation, and experiment execution, collaborating closely with teams from Analytics, AI Operations, Product, and Operations.

Key Responsibilities

• Ensure data quality to maximize contactability, including managing valid contacts, bounce handling, and maintaining clean contact lists.
• Optimize reachability through domain and IP reputation management, inbox placement, and warm-up processes.
• Drive borrower engagement by creating compelling interactions resulting in replies or other responses.
• Design, build, and continuously improve end-to-end email and SMS journey flows, incorporating segmentation, borrower profiling, and channel sequencing with AI call triggers.
• Develop detailed segmentation based on borrower data including exposure, product holdings, prior communication outcomes, and declared circumstances.
• Create culturally relevant borrower-facing content in Saudi dialect for email and SMS communications.
• Manage cost-efficiency metrics, balancing engagement levels with communication costs across SMS, calls, and email channels.
• Implement and promote a structured A/B testing framework to assess content, timing, cadence, and channel effectiveness, and integrate learnings into journey enhancements.
• Collaborate with Analytics to refine performance attribution and guide resource allocation.
• Oversee traffic generation into inbound and self-service borrower channels.
• Identify opportunities to incorporate AI agents into journeys and work with AI Ops and Conversation Quality teams to define and validate these implementations.

Candidate Profile

• 4 to 6 years of experience in lifecycle marketing, CRM, or digital collections with direct responsibility for live customer communication programs.
• Specific expertise in lifecycle marketing or CRM; background in paid acquisition or performance marketing does not align with this role.
• Fluency in Arabic and English with strong writing skills in the Saudi Arabic dialect suitable for borrower communications.
• Hands-on experience designing and managing customer journeys using industry-standard campaign or lifecycle platforms such as WebEngage, Braze, CleverTap, MoEngage, Iterable, or Customer.io.
• Solid knowledge of email and SMS deliverability practices including sender authentication, domain/IP warm-up, spam management, list hygiene, and regulations for SMS sender IDs and aggregators in Saudi Arabia.
• Proficiency in handling data for segmentation, prioritization, and testing purposes.
• Experience conducting well-structured A/B testing with appropriate sizing and interpretation to inform decision-making.
• Strong commercial insight into channel economics, balancing campaign performance with delivery expenditure.
• Proactive and constructive approach to building operational systems where none currently exist.
• Effective communication and teamwork skills across multiple departments.
• Must be located in Riyadh or willing to relocate; this is an office-based role