CRM Program Manager - UAE (contract - remote)

Role overview

CRM strategy and channels

• Own CRM strategy across email, in-app, push, and messaging apps to support acquisition, engagement, and retention KPIs.
• Maintain a roadmap spanning lifecycle programs, promotions, and strategic initiatives.
• Lead market-specific messaging-app strategy, including evaluation, pilots, and rollouts for platforms such as WhatsApp, WeChat, and KakaoTalk.
• Set the global framework for what is standardized and what can be localized by market.
• Serve as the accountability point for CRM outcomes and leadership reporting.

Platforms and audiences

• Evaluate providers and manage business-account setups, template approvals, and platform policy compliance.
• Manage platform relationships, contracts, roadmap alignment, feature adoption, and renewals; Iterable is given as an example.
• Drive CRM innovation, including AI/LLM integrations, from discovery through rollout and measurement.
• Partner with product managers and engineers on lifecycle programs, in-product messaging, instrumentation, and journey delivery.
• Define segmentation and lead qualification; maintain audiences and lists, including hygiene and suppression.
• Develop customer journey and audience insights to improve profitability, delivery, and engagement.

Analytics and program leadership

• Design automated journeys, personalization, and experimentation standards for subject lines, send times, cohorts, and journey structures.
• Own CRM KPIs, dashboards, reporting by market and channel, and cross-market comparisons in the WBR.
• Manage deliverability health, including bounces, spam complaints, warming, and IP/domain reputation, with engineering and ESPs.
• Lead experiments and turn findings into program improvements; connect performance to LTV, retention, activation, and payback.
• Plan, execute, and retrospect on campaigns, launches, and regional initiatives; coordinate marketing, product, engineering, data, and regional workstreams.
• Make initiatives measurable end-to-end through event tracking, data pipelines, attribution, and metric integrity.
• Document repeatable processes, playbooks, and standards; secure creative resources, write briefs, and assist with messaging and copy when needed.

Channels and tools

• Channels include email, in-app messaging, push notifications, WhatsApp, WeChat, KakaoTalk, and other local messaging platforms.
• The role includes CRM platform and vendor management; Iterable is cited as an example.
• The role includes AI/LLM integrations with the CRM stack.

Requirements

• Own CRM program strategy and outcomes across global markets and channels.
• Lead cross-functional planning and delivery with marketing, product, engineering, data, creative, and regional teams.
• Manage CRM platforms, vendor relationships, channel policies, and platform business-account setups.
• Use customer behavior and CRM performance analysis to guide acquisition, engagement, retention, and business outcomes.
• Coordinate CRM lifecycle journeys, segmentation, personalization, and experimentation.
• Manage CRM reporting and email deliverability across markets and channels.
• The description identifies the role as contract and remote.