Job Summary

Rasan is looking for a Senior Specialist – CRM who is passionate about data-driven customer engagement and has a proven track record of delivering impactful CRM strategies in fast-paced digital environments. In this role, you will be at the core of Rasan’s customer relationship efforts – owning the end-to-end management of CRM systems, designing and executing targeted lifecycle campaigns, and translating customer data into actionable insights that improve retention, engagement, and lifetime value. You will work cross-functionally with Marketing, Product, Sales, and Technology teams to ensure CRM strategies are tightly aligned with business objectives and consistently deliver measurable outcomes. This role requires a sharp analytical mindset, hands-on CRM platform expertise, and the ability to operate both strategically and tactically in a high-growth fintech company.

Job Objectives

· Own and continuously optimize Rasan’s CRM ecosystem to ensure customer data is accurate, segmented effectively, and leveraged to its full potential across all touchpoints and lifecycle stages.

· Design and execute targeted, data-driven CRM campaigns that drive measurable improvements in customer acquisition, activation, retention, and reactivation across Rasan’s digital platforms.

· Translate complex customer behavioral data into clear, actionable insights that inform marketing strategy, product decisions, and customer experience improvements across the organization.

· Build and scale marketing automation workflows and personalization capabilities that deliver the right message to the right customer at the right time – at scale.

· Act as the internal CRM champion, collaborating with Marketing, Product, Sales, and Technology teams to ensure CRM strategy is integrated into every stage of the customer journey.

· Establish a robust CRM reporting framework that tracks key performance indicators – including retention rate, churn, customer lifetime value (LTV), and campaign ROI – enabling data-driven decision-making at all levels.

Job Responsibilities

CRM System Management and Optimization

· Own the day-to-day management, configuration, and continuous optimization of Rasan’s CRM platform(s), including Salesforce, HubSpot, Zoho, or equivalent enterprise tools.

· Ensure the integrity, accuracy, and completeness of customer data within the CRM – establishing and enforcing data governance standards, deduplication processes, and hygiene protocols.

· Design and maintain a robust customer segmentation architecture that enables precise targeting based on behavior, lifecycle stage, product usage, demographics, and engagement history.

· Develop and manage customer journey maps and automated touchpoints within the CRM, ensuring every interaction is personalized, timely, and aligned with the customer’s stage in the lifecycle.

· Identify and implement CRM system enhancements, integrations, and new feature rollouts in collaboration with the technology team to expand platform capabilities.

Campaign Management and Marketing Automation

· Plan, build, execute, and continuously optimize multi-channel CRM campaigns across Email, SMS, Push Notifications, and In-App messaging – from initial brief through to post-campaign analysis.

· Develop sophisticated audience segmentation and targeting strategies that maximize campaign relevance, engagement rates, and conversion outcomes.

· Design and implement automated marketing workflows, including welcome series, onboarding flows, behavioral triggers, re-engagement sequences, and loyalty programs.

· Conduct rigorous A/B and multivariate testing across campaign elements – subject lines, messaging, timing, channel, and creative – to systematically improve campaign performance.

· Monitor campaign performance in real-time, identifying optimization opportunities and making data-driven adjustments to maximize ROI and customer engagement.

Customer Insights and Data Analytics

· Analyze large volumes of customer behavioral, transactional, and engagement data to uncover meaningful patterns, trends, and opportunities that inform CRM and marketing strategy.

· Build and maintain comprehensive CRM dashboards and performance reports that track key metrics, including retention rate, churn, LTV, NPS, campaign conversion, and engagement rates.

· Develop customer health scoring models and predictive indicators that enable proactive intervention before customers churn or disengage.

· Deliver regular and ad-hoc analytical reports to marketing leadership and senior stakeholders, translating complex data into clear business narratives and actionable recommendations.

· Leverage data visualization tools (Power BI, Tableau, or equivalent) to present customer insights in a compelling, accessible format for both technical and non-technical audiences.

Customer Retention, Lifecycle, and Loyalty

· Design and own Rasan’s end-to-end customer lifecycle marketing strategy – covering acquisition, onboarding, activation, engagement, retention, and win-back stages.

· Develop and execute targeted retention programs that proactively identify at-risk customers and deploy personalized interventions to reduce churn and extend customer lifetime value.

· Build and manage loyalty and rewards initiatives that deepen customer relationships, increase product adoption, and strengthen brand affinity across Rasan’s platform ecosystem.

· Implement advanced personalization strategies leveraging customer data, behavioral signals, and predictive models to deliver highly relevant experiences at scale.

· Continuously evaluate retention and lifecycle program performance, iterating based on data, customer feedback, and evolving business priorities.

Cross-Functional Collaboration and Stakeholder Management

· Serve as the CRM subject matter expert and strategic partner for Marketing, Sales, Product, and Technology teams – ensuring CRM capabilities are fully leveraged across all business functions.

· Collaborate closely with the Product team to integrate CRM data and insights into product development decisions, feature prioritization, and in-app engagement strategies.

· Partner with the Sales team to develop lead nurturing workflows, pipeline management processes, and sales enablement communications that accelerate conversion and improve close rates.

· Align CRM strategies with broader business objectives by maintaining regular communication with senior stakeholders, presenting performance updates, and proactively flagging risks or opportunities.

· Support the onboarding and training of internal teams on CRM tools, processes, and best practices to ensure consistent and effective platform usage across the organization.

Job Requirements

Educational Qualification

· Bachelor’s degree in marketing, Business Administration, Computer Science, Data Analytics, or a related field.

Licenses & Certifications

· Certifications in CRM platforms (e.g., Salesforce Certified Administrator, HubSpot CRM Certification) or digital marketing (Google Analytics, CRM Academy) are a strong advantage.

Previous Work Experience

· 4–6 years of progressive experience in CRM, Digital Marketing, or Customer Experience roles, with a demonstrated track record of managing CRM platforms and delivering data-driven lifecycle marketing programs that have achieved measurable improvements in retention, engagement, and customer lifetime value. Experience in a technology company, fintech, Insurtech, or e-commerce environment is strongly preferred.

Skills and Abilities

· Deep hands-on expertise with enterprise CRM platforms, including Salesforce, HubSpot, Zoho CRM, or equivalent – covering configuration, segmentation, automation, and reporting.

· Strong proficiency in multi-channel campaign management across Email, SMS, Push Notifications, and In-App messaging, with experience using marketing automation tools (e.g., Braze, Klaviyo, Marketo, or equivalent).

· Advanced analytical skills with strong proficiency in Excel, SQL (basic to intermediate), and data visualization tools (Power BI, Tableau, or equivalent).

· Solid understanding of customer lifecycle marketing principles, including segmentation strategy, behavioral targeting, A/B testing, and conversion optimization.

· Strong commercial acumen with the ability to connect CRM performance metrics (retention, churn, LTV, CAC) to broader business outcomes and translate data into strategic recommendations.

· Excellent written and verbal communication skills in Arabic and English, with the ability to present complex data insights clearly to both technical and non-technical audiences.

· Proven ability to manage multiple concurrent campaigns and projects in a fast-paced environment while maintaining high standards of quality and attention to detail.

· Collaborative, solutions-oriented mindset with strong cross-functional relationship-building skills and experience working with Marketing, Product, Sales, and Technology teams.