The City Manager is fully accountable for El Gouna's P&L performance, operational excellence, and customer experience. This role leads city-wide growth by managing complex, real-time transportation operations while owning and executing the end-to-end Customer Relationship
Management (CRM) strategy.
You will drive customer engagement, retention, and lifetime value through personalized, data-driven, multi-channel journeys, while ensuring a safe, reliable, and scalable service for riders, drivers, and corporate clients.
Key Responsibilities
Business & Financial Ownership
- Own and manage the city's P&L, driving revenue growth, trip volume, and cost optimization to achieve profitability targets.
- Identify and secure high-value business opportunities, with hands-on leadership in major client acquisition.
CRM & Customer Experience
- Develop and execute a comprehensive CRM strategy across the full customer lifecycle: onboarding, activation, engagement, retention, churn prevention, and reactivation.
- Own the CRM platform, defining customer segmentation and personalized, multi-channel communication journeys.
- Map, optimize, and continuously improve customer journeys across all touchpoints.
- Act as the customer advocate, translating feedback into actionable insights for Product, Sales, and Operations teams.
Sales & Growth
- Lead and develop a high-performing sales team, fostering accountability, collaboration, and results.
- Drive local B2B and corporate transportation sales to expand market presence and revenue.
- Measure and analyze the impact of relationship-building initiatives on loyalty and business growth.
Operations & Supply Management
- Oversee all city-level transportation operations, including driver onboarding, training, engagement, and quality control.
- Manage driver supply to meet fluctuating demand, optimizing ETAs, driver utilization, and trip completion rates.
- Ensure seamless, safe, and reliable service delivery.
Cross-Functional Collaboration
- Partner closely with Marketing, Sales, Product, Data Analytics, Operations, and Finance to align on strategy, pricing, and customer experience.
- Ensure city execution is aligned with overall business objectives.
Requirements
- Bachelor's degree in Marketing, Business Administration, Economics, or a related field.
- 5+ years of hands-on experience in CRM, customer lifecycle management, or related roles.
- Proven success in executing data-driven, multi-channel CRM campaigns that improve retention and engagement.
- Strong customer-centric mindset with commercial acumen.
- Excellent communication skills and stakeholder management skills.
