As the region’s leading local tech organization, we’re proud to say that we have been delivering for millions of people right across MENA for the past 18 years.
We were founded in Kuwait in 2004, and acquired by Delivery Hero (DHER) in 2015. This gives us a unique outlook - local knowledge with global expertise. It also allows us to innovate, create, and bring new technologies for the betterment of the MENA region, such as q-commerce, sustainable packaging, cloud kitchens, autonomous delivery vehicles, robots, and drones.
We deliver across 9 countries with more than 4,500+ employees! Our food delivery business works with over 27,000 brands and almost 50,000 branches.
Our q-commerce concept, talabat mart (121 Stores), now delivers groceries to customers in Bahrain, Iraq, Egypt, Jordan, Kuwait, Oman, Qatar, and the UAE in 30 minutes or less!
talabat is part of the Delivery Hero Group, the world’s leading local delivery platform operating in 70+ countries worldwide
A World-Class CRM Director at Talabat is responsible for overseeing the customer relationship management (CRM) strategy and execution for an organization, focusing on driving customer retention, engagement, and lifetime value. The role involves developing strategies to build and maintain long-term, profitable customer relationships, utilizing data and technology to enhance customer experiences and business outcomes.
The key responsibilities of this role are detailed below:
> CRM Strategy Development & Leadership:
Lead the development and implementation of the company’s overall CRM strategy, aligning with business goals and objectives.
Establish a clear vision for customer relationship management across all channels, ensuring consistency in customer experience.
Set measurable KPIs for CRM initiatives (e.g., retention rate, customer satisfaction, LTV) and track progress against targets.
Continuously analyze and optimize the CRM strategy based on data-driven insights, industry best practices, and market trends.
> Customer Insights & Segmentation:
Analyze customer data to understand behavior, preferences, and lifecycle stages. Utilize insights to segment and personalize marketing efforts.
Develop customer personas and journey maps to inform CRM tactics.
Work with data teams to define and analyze key metrics such as customer acquisition cost (CAC), customer lifetime value (CLV), and churn rate.
> Cross-Department Collaboration:
Collaborate with marketing, sales, product, customer service, and IT departments to ensure alignment and synergy in CRM initiatives.
Work with the product development team to leverage customer insights for new product features, customer-centric designs, and improved services.
Partner with IT to integrate and optimize CRM platforms and data systems to create a seamless customer experience across touchpoints.
> CRM Campaigns & Communications:
Oversee the design and execution of multichannel CRM campaigns (email, SMS, push notifications, etc.), ensuring content is relevant and personalized.
Manage customer communication strategies, from onboarding to loyalty programs, ensuring consistent and engaging messaging.
Optimize campaigns using A/B testing and performance data to refine content, timing, and targeting.
> Technology & Platform Management:
Select, implement, and manage CRM platforms and tools (e.g., Salesforce, HubSpot, Zendesk) to automate processes, track customer interactions, and collect data.
Stay current with emerging CRM technologies and trends, and recommend innovative solutions to enhance customer experiences.
Collaborate with IT to ensure CRM platforms integrate with other business systems (e.g., ERP, marketing automation, customer support).
> Customer Retention & Loyalty Programs:
Lead initiatives to enhance customer retention, reduce churn, and drive loyalty through personalized experiences, loyalty programs, and proactive outreach.
Implement programs to foster long-term relationships with high-value customers (VIP programs, exclusive offers, etc.).
Develop strategies for re-engaging inactive customers and reactivating lapsed accounts.
> Data Analysis & Reporting:
Utilize advanced analytics to gain insights into customer behavior and identify opportunities for engagement and conversion.
Produce regular reports on CRM performance, providing insights to the executive team and recommending actionable improvements.
Leverage data-driven insights to influence strategic decisions and improve customer experiences.
> Team Management & Development:
Lead and mentor a team of CRM professionals, ensuring high performance, development, and collaboration across teams.
Provide guidance and training to team members on CRM tools, techniques, and best practices.
Hire, train, and retain top talent in CRM, marketing automation, and customer analytics.
> Budget & Resource Management:
Develop and manage the CRM budget, ensuring resources are allocated effectively to achieve business objectives.
Optimize CRM-related spending to maximize ROI and business impact.
> Innovation & Industry Leadership:
Stay ahead of industry trends, customer expectations, and emerging technologies to maintain a competitive advantage.
Represent the company at industry events, conferences, and in media to enhance its CRM capabilities and thought leadership.
Experience:
Proven track record in a senior CRM or customer experience leadership role, ideally in a fast-paced and high-growth environment.
Minimum of 10 years of experience in CRM, marketing, or customer-centric roles, with at least 5 years in a leadership capacity.
Technical Expertise:
Advanced knowledge of CRM platforms and technologies (Braze preferable.).
Proficiency in data analysis and business intelligence tools (e.g., Tableau).
Familiarity with customer journey mapping, segmentation, and personalization strategies.
Understanding of marketing automation systems and tools.
Strategic Thinking:
Strong strategic mindset with the ability to see the big picture and execute detailed plans.
Ability to analyze complex customer data and translate insights into actionable CRM strategies that drive actual impact.
Demonstrated success in driving measurable improvements in customer loyalty, retention, and revenue.
Communication & Leadership:
Exceptional communication and presentation skills, with the ability to influence and inspire senior executives, cross-functional teams, and external partners.
Leadership skills with the ability to build, mentor, and manage high-performing teams.
Collaborative and results-oriented, with experience managing cross-functional projects and leading teams towards common goals.
Problem-Solving & Decision-Making:
Strong problem-solving skills with the ability to think creatively and navigate complex challenges.
Data-driven decision-making approach with the ability to balance short-term priorities with long-term goals.
Customer-Centric Mindset:
Deep understanding of customer needs, behavior, and trends, with a passion for enhancing customer experiences at every touchpoint.
Commitment to driving customer success and building long-term customer relationships.
Education & Certifications:
Bachelor’s degree in Economics, Engineering, business administration, or related field (Master's preferred).
Relevant certifications are a plus.
Additional Attributes:
Ability to work in a fast-paced, ever-changing environment with a proactive attitude.
Global mindset, with experience working with diverse teams and customers across different regions and cultures.
Proven track record in delivering against targets consistently.