CRM Manager

About the role

Snapp! is seeking a highly experienced and results-oriented CRM Manager to lead the development and execution of its customer relationship management strategy. The successful candidate will assume full ownership of the user lifecycle - spanning acquisition, activation, engagement, retention, and reactivation - and will be responsible for designing data-driven, personalized communication strategies that measurably increase ride frequency, reduce churn, and elevate long-term user value. This is a senior individual contributor and people management role that operates at the intersection of marketing strategy, data analytics, and product collaboration. Strategy & Planning Develop and own a comprehensive, multi-channel CRM strategy aligned with the ride-hailing business unit's commercial objectives and user growth targets. Define the user lifecycle framework, identifying critical touchpoints and intervention opportunities across onboarding, engagement, retention, and win-back stages. Establish short- and long-term CRM roadmaps in alignment with quarterly OKRs and organizational priorities. Campaign Execution & Optimization Architect and oversee end-to-end lifecycle campaigns, including first-ride onboarding sequences, ride frequency programs, promotional initiatives, and lapsed-user reactivation journeys. Develop advanced user segmentation strategies leveraging behavioral, transactional, and geo-spatial data to enable precise, context-relevant targeting at scale. Manage and optimize the full CRM channel mix - including push notifications, SMS, email, and in-app messaging - ensuring message relevance, delivery timing, and channel appropriateness at each lifecycle stage. Establish and maintain a structured A/B and multivariate testing framework to systematically improve campaign performance across all key metrics. Analytics & Performance Management Define, track, and report on core user CRM KPIs, including ride frequency, retention rate, churn rate, reactivation rate, and user lifetime value (LTV). Translate complex data and performance insights into clear, actionable recommendations for senior leadership and cross-functional stakeholders. Conduct regular cohort analyses to identify behavioral trends, at-risk segments, and growth opportunities within the user base. Cross-Functional Collaboration Partner closely with Product, Data Science, Business Intelligence, and Growth teams to ensure CRM initiatives are integrated with product development cycles and platform capabilities. Work in coordination with the broader Marketing team to ensure consistency of messaging and brand voice across all user touchpoints. Act as the internal subject matter expert on user engagement, informing product and business decisions with CRM-driven insights. Team Leadership & Development Lead, mentor, and develop a team of CRM specialists, fostering a culture of analytical rigor, continuous experimentation, and operational excellence. Set clear performance expectations, provide regular coaching, and support professional growth within the team. Essential Minimum 5 years of progressive experience in CRM, lifecycle marketing, or customer engagement, including at least 2 years in a senior or managerial capacity. Demonstrable track record of developing and scaling user retention programs within a high-growth technology, on-demand services, or digital consumer platform environment. Strong analytical capability, with experience conducting cohort analyses, building retention models, and deriving strategic recommendations from large-scale behavioral datasets. Deep expertise in customer segmentation methodologies, lifecycle automation, and multi-channel campaign orchestration. Proven ability to influence key retention metrics, including churn rate, ride frequency, and user LTV. Exceptional written and verbal communication skills in both Farsi and English, with the ability to present complex findings clearly to executive audiences. Demonstrated leadership and cross-functional stakeholder management capabilities within agile, fast-paced organizations. Proficiency in SQL, Python and BI/PowerBI. Preferred Prior experience within the ride-hailing, mobility, or consumer on-demand sector. Hands-on experience with mobile marketing ecosystems, including iOS/Android push infrastructure, deep linking, and in-app messaging frameworks.

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