CRM Program Manager - UAE (contract - remote)

About the role

Strategy and channels

• Own CRM strategy across email, in-app, push, and messaging apps, aligned with acquisition, engagement, and retention KPIs.
• Build the roadmap across lifecycle programs, promotions, and strategic initiatives.
• Lead messaging-app strategy by market, including evaluation, pilots, and rollouts for local platforms.
• Set the global CRM framework and define what channel, timing, offer, and tone decisions can be localized.

Platforms and innovation

• Manage messaging providers, official business-account setups, template approvals, and platform-policy compliance.
• Manage CRM platform relationships such as Iterable, including contracts, roadmap alignment, feature adoption, and renewals.
• Lead CRM innovation such as AI/LLM integrations from discovery through rollout and measurement.
• Identify CRM-stack gaps and champion investments that reduce cost, improve efficiency, or enable new capabilities.

Audiences and analytics

• Partner with product managers and engineers on lifecycle programs, in-product messaging, event instrumentation, and journey delivery.
• Define audience segmentation and qualification frameworks; maintain audience and list hygiene across markets.
• Design automated journeys, personalization, and experimentation standards.
• Own CRM KPIs, dashboards, reporting, deliverability health, and experiments across channels and markets.
• Connect CRM performance to business outcomes including lifetime value, retention, activation, and payback.

Program leadership and automation

• Lead planning, execution, and retrospectives for campaigns, product launches, and regional initiatives.
• Coordinate marketing, product, engineering, data, and regional stakeholders; ensure initiatives are measurable end to end.
• Document processes, playbooks, and standards; secure creative resourcing, brief creative teams, and draft messaging when needed.
• Automate reporting and workflows, and lead AI adoption for personalization, copy, segmentation, localization, and journey optimization.

What the employer is looking for

• 5+ years in CRM, lifecycle, or retention marketing; consumer subscription, mobile, or edtech experience is preferred.
• Hands-on expertise with a modern CRM/ESP platform such as Iterable, Braze, or Customer.io, including journey building and segmentation.
• Proven ownership of CRM strategy and roadmap with measurable acquisition, engagement, and retention impact.
• Strong analytics skills; comfortable with dashboards, experimentation, and SQL or similar tools.
• Working knowledge of email deliverability and experience running multi-market or international CRM programs.
• Messaging-app familiarity with WhatsApp, WeChat, or KakaoTalk is a plus.
• Strong cross-functional program management, stakeholder communication, writing, and creative-briefing skills.
• Hands-on experience using AI and automation to improve marketing workflows.

Success measures