Overview
CRM Lead Jobs in Lusail, Qatar at Snoonu
Title: CRM Lead
Company: Snoonu
Location: Lusail, Qatar
Welcome to Your Next Adventure!
As CRM Lead, you will own Snoonu’s end-to-end CRM reactivation strategy, focusing on recovering customers whose order activity or engagement has declined and bringing them back into the active customer base.
Your mission is to understand why customers disengage, identify the right moment and approach to recover them, and build personalized journeys that generate sustainable momentum after their return. You will be responsible for improving reactivation conversion, reducing time to reactivation, and ensuring recovered customers continue ordering beyond their initial return.
This role goes beyond traditional win-back campaigns. You will develop differentiated strategies based on customer value, inactivity duration, previous behaviour, vertical preferences, promotional dependency, and likelihood to return. You will own reactivation both at platform level and across individual verticals, categories, and services.
This is a high-impact, highly technical, hands-on leadership role where experimentation, data analysis, customer understanding, and commercial efficiency are essential. You will work closely with Product, BI, Engineering, Growth, Commercial, and Loyalty teams to recover customers in a scalable, incremental, and financially sustainable way.
What You’ll Get Your Hands On
- Reactivation Strategy & Lifecycle Ownership
- Own Snoonu’s CRM reactivation strategy across declining, inactive, dormant, and churned customer segments.
- Define differentiated recovery journeys based on inactivity duration, historical value, order frequency, vertical usage, engagement, and promotional dependency.
- Design and continuously optimize journeys that move customers from inactivity back into sustained active behavior.
- Develop reactivation strategies at both platform and vertical level across Food, Groceries, Marketplace, Pharmacy, Flowers, and future services.
- Identify early signals of declining activity and build preventive journeys before customers become fully inactive.
- Ensure reactivated customers receive appropriate follow-up journeys that help generate second and third orders after their return.
- CRM Execution & Experimentation
- Design, build, and manage automated reactivation journeys across push notifications, email, in-app messages, Content Cards, SMS, WhatsApp, and pop-ups using Braze.
- Lead structured experimentation across audiences, timing, cadence, messaging, channels, incentives, personalization, and journey sequencing.
- Define clear hypotheses, success metrics, control groups, and measurement periods for reactivation initiatives.
- Test promotional and non-promotional approaches to identify the most efficient recovery strategy for each customer segment
- Continuously optimize targeting, communication frequency, and incentive usage to improve results while reducing customer fatigue and unnecessary promotional spending.
- Share experiment results, learnings, and recommendations with stakeholders and leadership.
- Data Analysis & Performance Ownership
- Own reactivation KPIs including reactivation rate, time to reactivation, post-reactivation repeat order rate, cost per reactivated customer, and recovered customer value.
- Independently extract, analyze, and interpret data using SQL to identify churn patterns, behavioral changes, drop-offs, and recovery opportunities.
- Evaluate customer behavior before and after reactivation to distinguish temporary returns from sustainable recovery.
- Measure the incremental impact of reactivation initiatives using control groups and appropriate attribution methodologies.
- Partner with BI and Data teams to validate customer classifications, dashboards, propensity models, and reporting logic.
- Translate analytical findings into clear actions that improve customer lifetime value, the active customer base, and unit economics.
- Cross-Functional Collaboration
- Partner closely with Product, Engineering, BI, Data Science, Growth, Commercial, Finance, Loyalty, Customer Experience, and Creative teams.
- Act as the CRM subject matter expert for reactivation, churn prevention, declining engagement, and customer recovery.
- Collaborate with Product and Customer Experience teams to identify underlying issues that cannot be solved through communication alone.
- Work with Commercial, Finance, and Loyalty teams to define efficient incentive strategies and customer eligibility rules.
- Align reactivation initiatives with seasonal campaigns, product launches, vertical priorities, and broader business objectives.
♂️ The Magic You Bring
- 3+ years of experience in CRM, lifecycle marketing, retention, reactivation, customer engagement, or growth marketing.
- Proven experience designing and optimizing reactivation, churn prevention, or win-back programs at scale.
- Deep hands-on expertise in Braze, including Canvases, segmentation, event-triggered campaigns, personalization, experimentation, and multi-channel orchestration.
- Strong SQL skills are mandatory. You must be able to independently analyze customer behavior, build cohorts, identify drop-offs, and measure business impact.
- Strong understanding of customer lifecycle management, behavioral segmentation, inactivity stages, and churn signals.
- Experience running structured experiments using hypotheses, control groups, and incremental measurement.
- Strong commercial awareness, with the ability to connect CRM decisions to promotional investment, customer lifetime value, and unit economics.
- Strong stakeholder management and communication skills, with experience working across technical, analytical, creative, and commercial teams.
- High level of ownership, curiosity, accountability, and comfort operating in a fast-moving environment.
✨ Bonus Points If You Have
- Experience in marketplaces, super apps, e-commerce, food delivery, or high-frequency consumer platforms.
- Experience with RFM segmentation, churn prediction, propensity modeling, or customer lifetime value models.
- Familiarity with warehouse-driven CRM environments using BigQuery or Snowflake.
- Experience with analytics tools such as Looker, Tableau, Power BI, or Amplitude.
- Knowledge of HTML, CSS, Liquid, Connected Content, and advanced dynamic personalization.
- Experience with loyalty programs, subscriptions, rewards, gamification, or promotional optimization.
- Familiarity with holdout groups, causal measurement, and marketing incrementality frameworks.
Inside Snoonu’s Universe
Snoonu is Qatar’s homegrown Super App, reinventing daily life with blazing-fast delivery, shopping, and more – all in one place. Powered by tech, driven by a global team, and obsessed with making life easier.
The Dream We’re Chasing
To be the first Qatari Ultra App that propels the region and its community through innovation and technology. We have global ambitions where what we do surpasses norms and limitations every time.
The Quest We’re On
To radically transform how people live by leveraging technology to connect them with endless possibilities.
Our Everyday Superpowers
Be Customer Obsessed: “Focus on the customer and all else will follow.”
Act with Integrity: “We are honest, ethical, and trustworthy in everything we do.”
Be Curious and Creative: “We constantly innovate and create solutions to bring a lasting positive impact.”
Lead by Example and Take Ownership: “Be the change you want to see and take ownership.”
Work Smart and Deliver Results: “You can do more by doing less, better, and faster.”
It’s All About People: “Be a team player; together we are stronger.”
Real Builders Ship: “We turn ideas into products, plans into action, and challenges into opportunities.”
Perks & Worklife Magic At Snoonu
Global Vibes – Collaborate with a worldwide crew.
Brain Boosters – Learning budgets, access to courses, and tools for your growth.
Builder’s Playground – Own your tasks, own your path! We’re big on autonomy.
️ Flexible Time Off – We take recharging seriously. Generous leave and wellness policies.
️ Agile Everything – Scrum isn’t a buzzword here. It’s how we roll, from product to ops.
Great Place to Work® Certified
We’re certified as a Great Place to Work®, a recognition that celebrates a culture we’ve built together where people come first, always. This certification reflects our commitment to creating a workplace where everyone feels valued, empowered, and inspired to do their best work.
Certified for Excellence
Our ISO 9001:2015 and ISO 45001:2018 certifications demonstrate our dedication to world-class quality and a safe, supportive workplace, reinforcing our promise to deliver exceptional service while prioritizing the wellbeing of our people.
Beyond the Code: Giving Back Matters
We don’t just build apps. We’re committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we’re always finding ways to do better—and we invite you to be a part of that mission.
Diversity Isn’t Just a Buzzword
At Snoonu, fairness and inclusion are the foundation of everything we do. We’re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here.
Let’s Build the Future Together
Apply now to join a team where your contributions spark a change and your voice is heard. Let’s make some magic together.
Stay in the loop—connect with us on LinkedIn!