Customer Communications Lead

Job description

About the employer: the employer is a mobile application that eases daily commuting and transportation. By connecting you with your preferred mode of transportation, we are fulfilling our aim of making mobility accessible, affordable, and flexible for all. We are a joint venture between MEIG (Middle East Internet Group), Rocket Internet, and IMENA. the employer was established in 2014 as Easy Taxi. However, in 2016, it was revamped as the employer to cater to other services. Currently, we are operational in Saudi Arabia and Jordan. We have offices in Riyadh, Jeddah, Madinah, Amman, Lahore, and Karachi. About the Role: As our Customer Communications Lead, you’ll own how we communicate with riders and drivers across all channels. You’ll bring structure to competing communication needs, set clear prioritisation rules, and ensure customers receive the right message at the right time. You’ll also lead experimentation across content, tone, offers and communication journeys, using A/B testing and performance data to understand what works and continuously improve our messaging. This role is ideal for someone who combines strong judgement, stakeholder management and analytical thinking, and wants to help shape the future of more automated and personalised customer communications. Responsibilities: • Own our communications register, the definitive record of every message we send, who receives it, why it exists, who owns it, when it fires and how success is measured. • Govern communications across teams and channels. Set and enforce the rules for frequency caps, suppression, priority, eligibility and exit criteria centrally, rather than one campaign at a time. • Arbitrate competing sends, deciding which message reaches a customer at a contested moment and documenting the rationale. • Design and run the A/B testing programme across content, maintaining a test register so experiments never collide on the same audience. • Define the KPI for every message and work with data and engineering to close the gaps where performance cannot currently be read. • Partner with data science on the automated decisioning engine, supplying the outcome data, guardrails and business rules it requires. • Chair a regular planning forum where teams submit intended sends and leave with clear approvals, deferrals and rejections.

Requirements

• Minimum 3 to 5 years in CRM operations, lifecycle marketing, marketing automation or campaign management, preferably within technology or consumer internet. Experience governing message volume across multiple internal stakeholders is essential.
• Hands-on experience with a customer engagement platform such as CleverTap, Braze, Iterable or Salesforce Marketing Cloud, including segmentation, frequency capping, suppression and holdout groups.
• Working knowledge of experimentation: sample sizing, control design, significance, and the discipline not to read a result early. Proficiency in SQL is a significant plus.
• Experience in handling operational and crisis communications with clear escalation rules.
• Experience managing multilingual and multi-market customer communications is preferred
• Demonstrated ability to write a data specification and hold a credible technical conversation with data and engineering teams.
• Proven experience operating across cross-functional teams and managing competing priorities without formal authority.
• Effective written and verbal communication, with the ability to explain a decision clearly to the team it went against.

Skills