Director Marketing CRM

A WorldClass CRM Director at Talabat is responsible for overseeing the customer relationship management (CRM) strategy and execution for an organization focusing on driving customer retention engagement and lifetime value. The role involves developing strategies to build and maintain longterm profitable customer relationships utilizing data and technology to enhance customer experiences and business outcomes.

The key responsibilities of this role are detailed below:

• Lead the development and implementation of the companys overall CRM strategy aligning with business goals and objectives.

• Establish a clear vision for customer relationship management across all channels ensuring consistency in customer experience.

• Set measurable KPIs for CRM initiatives (e. g. retention rate customer satisfaction LTV) and track progress against targets.

• Continuously analyze and optimize the CRM strategy based on datadriven insights industry best practices and market trends.

• Analyze customer data to understand behavior preferences and lifecycle stages. Utilize insights to segment and personalize marketing efforts.

• Develop customer personas and journey maps to inform CRM tactics.

• Work with data teams to define and analyze key metrics such as customer acquisition cost (CAC) customer lifetime value (CLV) and churn rate.

• Collaborate with marketing sales product customer service and IT departments to ensure alignment and synergy in CRM initiatives.

• Work with the product development team to leverage customer insights for new product features customercentric designs and improved services.

• Partner with IT to integrate and optimize CRM platforms and data systems to create a seamless customer experience across touchpoints.

• Oversee the design and execution of multichannel CRM campaigns (email SMS push notifications etc. ) ensuring content is relevant and personalized.

• Manage customer communication strategies from onboarding to loyalty programs ensuring consistent and engaging messaging.

• Optimize campaigns using A/B testing and performance data to refine content timing and targeting.

• Select implement and manage CRM platforms and tools (e. g. Salesforce HubSpot Zendesk) to automate processes track customer interactions and collect data.

• Stay current with emerging CRM technologies and trends and recommend innovative solutions to enhance customer experiences.

• Collaborate with IT to ensure CRM platforms integrate with other business systems (e. g. ERP marketing automation customer support).

• Lead initiatives to enhance customer retention reduce churn and drive loyalty through personalized experiences loyalty programs and proactive outreach.

• Implement programs to foster longterm relationships with highvalue customers (VIP programs exclusive offers etc. ).

• Develop strategies for reengaging inactive customers and reactivating lapsed accounts.

• Utilize advanced analytics to gain insights into customer behavior and identify opportunities for engagement and conversion.

• Produce regular reports on CRM performance providing insights to the executive team and recommending actionable improvements.

• Leverage datadriven insights to influence strategic decisions and improve customer experiences.

• Lead and mentor a team of CRM professionals ensuring high performance development and collaboration across teams.

• Provide guidance and training to team members on CRM tools techniques and best practices.

• Hire train and retain top talent in CRM marketing automation and customer analytics.

• Develop and manage the CRM budget ensuring resources are allocated effectively to achieve business objectives.

• Optimize CRMrelated spending to maximize ROI and business impact.

• Stay ahead of industry trends customer expectations and emerging technologies to maintain a competitive advantage.

• Represent the company at industry events conferences and in media to enhance its CRM capabilities and thought leadership.

Qualifications :

• Proven track record in a senior CRM or customer experience leadership role ideally in a fastpaced and highgrowth environment.

• Minimum of 10 years of experience in CRM marketing or customercentric roles with at least 5 years in a leadership capacity.

• Advanced knowledge of CRM platforms and technologies (Braze preferable).

• Proficiency in data analysis and business intelligence tools (e. g. Tableau).

• Familiarity with customer journey mapping segmentation and personalization strategies.

• Understanding of marketing automation systems and tools.

• Strong strategic mindset with the ability to see the big picture and execute detailed plans.

• Ability to analyze complex customer data and translate insights into actionable CRM strategies that drive actual impact.

• Demonstrated success in driving measurable improvements in customer loyalty retention and revenue.

• Exceptional communication and presentation skills with the ability to influence and inspire senior executives crossfunctional teams and external partners.

• Leadership skills with the ability to build mentor and manage highperforming teams.

• Collaborative and resultsoriented with experience managing crossfunctional projects and leading teams towards common goals.

• Strong problemsolving skills with the ability to think creatively and navigate complex challenges.

• Datadriven decisionmaking approach with the ability to balance shortterm priorities with longterm goals.

• Deep understanding of customer needs behavior and trends with a passion for enhancing customer experiences at every touchpoint.

• Commitment to driving customer success and building longterm customer relationships.

• Bachelors degree in Economics Engineering business administration or related field (Masters preferred).

• Relevant certifications are a plus.

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