Operations Manager, CRM Automation, MEA

About The Role

As a CRM Automation Operations Manager, you will be instrumental in shaping and executing our customer relationship management (CRM) strategy to optimise dual brand ecosystem of Uber and Careem Rides.

This hybrid role demands a blend of strategic insight and hands-on execution, focusing on leveraging automation to enhance customer engagement and optimize our communication workflows. You will collaborate closely with marketing, product, and operations teams to implement and refine automated CRM campaigns that drive user growth, retention, and satisfaction across our diverse user base.

You will be responsible for the local execution of global CRM automation strategies, providing crucial support for strategic rollouts, and working collaboratively across various teams to ensure solutions are scalable and effective for our combined user base. The ideal candidate possesses a strong analytical acumen, a proactive approach to problem-solving, and the ability to thrive in a fast-paced environment managing multiple priorities.

What You'll Do

• Lead the development and execution of automated CRM campaigns across email, in-app messaging, and other relevant channels for both Uber and Careem.
• Analyze CRM campaign performance metrics and customer data to identify key insights, optimize existing automations, and recommend new strategies to improve customer engagement.
• Collaborate with product, marketing, and operations teams to define target audiences, personalize messaging, and ensure seamless integration of CRM automation with the overall user experience.
• Troubleshoot technical issues related to CRM automation platforms and integrations, working with relevant teams to implement scalable solutions.
• Develop and maintain comprehensive documentation of CRM automation workflows, processes, and best practices to ensure consistency and facilitate knowledge sharing.
• Support the alignment of CRM strategies with broader business objectives and contribute to reporting on the impact of automation efforts.
• Coordinate the operational aspects of CRM-related initiatives and campaigns, ensuring timely and efficient execution.
• Contribute to the evaluation and implementation of new CRM automation tools and technologies to enhance our capabilities
  
  

What You'll Need:

• Min 3 years of experience
• in CRM operations, marketing automation, digital marketing, or a related field, preferably within the technology or consumer internet industry. Experience with identifying, building and improving automated customer communication processes is essential.
• Proven experience working in cross-functional teams and managing projects involving multiple stakeholders.
• Strong organizational skills with the demonstrated ability to manage multiple automation workflows and projects independently.
• Analytical mindset with a comfort level working with data to inform decisions and measure the effectiveness of CRM campaigns. Proficiency in SQL and CRM platforms (e.g., Salesforce Marketing Cloud, Braze, Iterable) is a significant plus.
• Effective written and verbal communication skills, with the ability to clearly articulate technical concepts and present data-driven insights to diverse audiences.
• A proactive problem-solving approach and the ability to navigate ambiguity in a dynamic and rapidly evolving environment.
• Experience with A/B testing methodologies and CRM analytics tools (e.g., Google Analytics) is highly desirable.