As we expand our services, including upcoming electronics repair solutions, we are seeking a strategic and hands-onCRM Operations Managerto own the customer relationship lifecycle. You will be the architect of our customer experience, using data and technology to drive engagement, retention, and operational efficiency across our diverse service lines.
The Role
As our CRM Operations Manager, you will bridge the gap between marketing, sales, and operations. You will be responsible for managing and optimizing the tools and strategies that allow us to communicate effectively with our customers, understand their needs, and ensure they have a seamless experience from their first app download to ongoing service use. Your work will be central to building lasting relationships and establishing Midas Misr as the undisputed leader in home services.
Key Responsibilities
1. CRM Strategy & Execution
- Develop and implement the overall CRM strategy to support customer acquisition, onboarding, engagement, retention, and reactivation across all Midas Misr brands (Maid in Egypt, Edarti, Moona & Ogra).
- Design and execute targeted multi-channel marketing campaigns (push notifications, in-app messages, SMS, email) to promote relevant services, share helpful tips, and drive repeat business.
- Segment customer audiences based on behavior, service usage, and preferences to deliver personalized and highly relevant communications.
2. Operational Efficiency & Process Optimization
- Map the customer journey for each service line to identify friction points and opportunities to enhance the customer experience.
- Collaborate with the operations and service delivery teams to ensure that customer feedback and data insights are used to improve service quality and internal processes.
- Work closely with the product team to suggest and implement CRM-related features within our app that improve user engagement and self-service capabilities.
3. Data Analysis & Reporting
- Own and analyze key CRM metrics, including customer lifetime value (LTV), churn rate, campaign performance (open rates, click-through rates, conversion rates), and customer satisfaction scores (CSAT/NPS).
- Generate regular reports and dashboards to provide actionable insights to the management team on customer behavior and campaign effectiveness.
- Use A/B testing and data analysis to continuously optimize campaign performance and communication strategies.
4. Technology Management
- Manage and maintain our CRM platform and marketing automation tools, ensuring data integrity and system functionality.
- Integrate CRM data with other business systems to create a single, unified view of the customer.
- Stay up-to-date with the latest CRM trends and technologies to recommend improvements to our tech stack.
Qualifications & Experience
- Experience:5+ years of experience in CRM, marketing operations, or a similar role, preferably within a technology, e-commerce, or multi-service platform company.
- Technical Skills:Proficiency with CRM platforms (e.g., HubSpot, Salesforce, Braze, MoEngage) and marketing automation tools. Strong understanding of data analysis and reporting tools (e.g., Google Analytics, Tableau, Excel).
- Analytical Mindset:Ability to translate complex data into clear, actionable strategies. A data-driven decision-maker.
- Communication:Excellent written and verbal communication skills in both English and Arabic, with the ability to craft compelling customer messages.
- Project Management:Strong organizational skills with the ability to manage multiple campaigns and projects simultaneously in a fast-paced environment.
- Customer-Centric:A genuine passion for understanding and improving the customer experience.
