CRM Program Manager - UAE (contract - remote)
Role Overview
We're looking for a CRM Program Manager to lead Cambly's customer relationship management strategy and execution — delivering the right message to the right customer at the right time, via the right channel.
This is a global role covering Cambly's markets across Latin America, Europe/Middle East, and Asia.
You will run one CRM strategy with market-specific channel and messaging execution.
You'll own CRM across email, in-app, push, and messaging apps, including expansion into local chat platforms such as WhatsApp, WeChat, and KakaoTalk.
This role combines strategic program management, cross-functional leadership, and CRM platform expertise to drive acquisition, engagement, and retention based on deep analysis of user behavior.
Key Skills for This Role
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About The Role
We're looking for a CRM Program Manager to lead Cambly's customer relationship management strategy and execution — delivering the right message to the right customer at the right time, via the right channel.
This is a global role covering Cambly's markets across Latin America, Europe/Middle East, and Asia.
You will run one CRM strategy with market-specific channel and messaging execution.
You'll own CRM across email, in-app, push, and messaging apps, including expansion into local chat platforms such as WhatsApp, WeChat, and KakaoTalk.
This role combines strategic program management, cross-functional leadership, and CRM platform expertise to drive acquisition, engagement, and retention based on deep analysis of user behavior.
What You'll Do
- Own the end-to-end CRM strategy across email, in-app, push, and messaging apps, aligned to acquisition, engagement, and retention KPIs.
- Build and maintain the CRM roadmap, balancing evergreen lifecycle programs, promotional campaigns, and strategic initiatives.
- Own the messaging-app channel strategy by market: WhatsApp, WeChat, KakaoTalk, and other local platforms; lead each from evaluation and pilot through rollout.
- Set the global CRM framework and define what can be localized by market and what stays standard.
- Serve as the single point of accountability for CRM outcomes and leadership reporting.
- Evaluate and manage messaging providers and official business account setups per platform, including template approvals and platform policy compliance.
- Own platform relationships (e.g., Iterable), including contracts, roadmap alignment, feature adoption, and renewals.
- Drive strategic CRM innovation projects, such as AI/LLM integrations with the CRM stack, from discovery through rollout and measurement.
- Partner with PMs and engineers to co-design lifecycle programs, in-product messaging surfaces, event instrumentation, and journey delivery mechanics.
- Define audience segmentation and lead qualification frameworks — who we reach, via which channel, and at which lifecycle stage.
- Own audiences and lists across markets: segmentation, hygiene, suppression, and ongoing maintenance.
- Own CRM KPIs, dashboards, and reporting across all channels; report CRM performance by market and channel with cross-market comparisons in the WBR.
What We're Looking For
- 5+ years of experience in CRM, lifecycle, or retention marketing, ideally at a consumer subscription, mobile, or edtech company.
- Hands-on expertise with a modern CRM/ESP platform (e.g., Iterable, Braze, Customer.io), including journey building and segmentation.
- Proven track record owning CRM strategy and roadmap with measurable impact on acquisition, engagement, and retention.
- Strong analytical skills — comfortable with dashboards, experimentation, and SQL or similar tools.
- Working knowledge of email deliverability best practices.
- Experience running multi-market or international CRM programs; familiarity with messaging apps like WhatsApp, WeChat, or KakaoTalk is a plus.
- Excellent cross-functional program management and stakeholder communication skills.
- Strong writing skills and the ability to brief creative teams or draft copy directly.
- Curiosity and hands-on experience using AI and automation to improve marketing workflows.
What Success Looks Like
- CRM is a clearly defined, strategically led function with a published roadmap and measurable impact.
- Audiences are well segmented and maintained; deliverability is strong and proactively managed.
- CRM is meaningfully expanded onto local chat platforms, driving incremental engagement and revenue.
- Journey and audience insights drive higher-profitability segments and better engagement — not just more sends.
- CRM results are clearly and consistently represented in the Weekly Business Review.
- Product, data, and engineering see CRM as a true technical partner — every initiative is instrumented from day one.
- The CRM stack is used to its full potential, and major initiatives are delivered end-to-end.
- Manual workflows are increasingly automated, and AI powers high-quality localization and content at scale.
About Cambly
Cambly is a global language learning platform that connects learners with tutors for real conversation practice, supported by AI-powered learning tools.
We help students around the world build confidence and fluency in English.
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