E-CRM Lead (Operations)

Role Overview:
As the eCRM Lead – Operations at Snapp, your primary responsibility will be to oversee and optimize customer relationship management strategies aimed at enhancing the experience for Snapp's drivers, ensuring seamless interaction between the company and its drivers, and driving growth through efficient and meaningful engagement.

 
Key Responsibilities:

Develop CRM Strategy: Create and implement CRM strategies focused on building long-term, value-driven relationships with drivers.
Team Leadership: Lead a team of eCRM professionals, ensuring the team is effectively managing enterprise-level relationships and delivering personalized communication to optimize driver retention and engagement.
Cross-Functional Collaboration: Work with product, marketing, and other operations teams to align eCRM initiatives with Snapp’s broader business objectives and ensure an integrated user experience for drivers.
Data-Driven Insights: Leverage driver data and insights to monitor campaign performance, identify trends, and make data-driven decisions to optimize driver engagement and satisfaction.
Technology Management: Manage and optimize eCRM platforms (such as WebEngage or custom-built solutions) to streamline workflows, improve service delivery, and track driver interactions effectively.
Customer Journey Optimization: Oversee the entire lifecycle of drivers, from initial acquisition to retention and growth, ensuring that eCRM practices align with business OKRs.
Reporting & Analysis: Regularly report on eCRM metrics and performance to higher levels, providing actionable recommendations to drive growth and improve retention rate.
 
Desired Skills & Experience:

Experience: Minimum of 3 years in eCRM or performance marketing, preferably within the ride-hailing or e-commerce industries.
Analytical Skills: Strong ability to analyze eCRM data and metrics, with a focus on customer segmentation, behavior analysis, and ROI.
Tech Savvy: Familiarity with CRM tools (WebEngage, Salesforce, HubSpot) and other related platforms, with experience in managing customer databases.
Leadership: Proven experience leading and developing a team, fostering a collaborative work environment.
Communication Skills: Excellent communication skills, both in Persian and English, to interact effectively with internal teams.