Role Overview The CRM & Lifecycle Marketing Lead is responsible for developing and executing Explore TECH’s customer engagement, retention, and growth strategy across both buyer and vendor audiences. The role oversees the entire customer journey, from acquisition and onboarding through engagement, conversion, retention, and reactivation—across both buyer and vendor audiences. Leveraging CRM, automation, personalization, and data-driven marketing, the role is responsible for creating and optimizing customer journeys across all touchpoints to ensure the right message reaches the right audience at the right time, delivering meaningful customer experiences at scale and driving engagement, adoption, retention, and growth. Success is achieved through measurable improvements in customer acquisition, activation, retention, engagement, campaign performance, and lifetime value, supported by robust reporting, continuous optimization, and the effective utilization of CRM technologies and marketing automation tools.
Core Competencies & Technical Skills:Proficiency in CRM software and tools (e.g., Salesforce, Hub Spot, Sugar, Microsoft Dynamics). Strong analytical skills with experience in data analysis tools (e.g., Google Analytics, Tableau). Knowledge of marketing automation platforms (e.g., Mailchimp, Marketo, Eloqua). Experience with email marketing tools (e.g., Mailchimp, Constant Contact). Understanding of data privacy and compliance regulations (e.g., GDPR, CCPA). Previous Professional Experience:At least 5 years of experience in marketing with a strong focus on CRM, customer retention, and lifecycle marketing. Proven track record in developing and implementing successful CRM strategies and lifecycle marketing campaigns that have driven customer acquisition, retention, and growth. Experience with A/B testing, data analysis, and reporting on campaign effectiveness. Previous experience in managing email marketing campaigns, including segmentation, personalization, and automation. Familiarity with customer segmentation and targeting strategies Personality Traits & Skills:Excellent communication skills, both verbal and written, with the ability to craft compelling messages for different segments of the customer base. Strong project management skills with the ability to lead cross-functional teams and manage multiple projects simultaneously. Strategic thinker with a customer-centric approach and problem-solving skills Data-driven decision-maker with a focus on measurable outcomes. Strong customer focus and the ability to understand customer needs and behaviours. Team player who can collaborate effectively with different departments, including sales, marketing, content, product, and customer service. Innovative and always looking for new ways to engage customers and improve their experience. Detail-oriented with a focus on delivering high-quality work. Ability to work in a fast-paced environment of a start-up and adapt to changing business needs. Strong ability to self-motivate & stay focused without direct supervision, maintaining productivity in a remote setting. Excellent time management skills, with the ability to prioritize tasks & manage own schedule. Responsibilities & Key Activities (Job description) Strategy Development: Develop and execute the CRM and lifecycle marketing strategy, aligning it with the company's broader marketing and business goals. Customer Segmentation: Analyze customer data to segment the customer base according to various criteria such as demographics, behavior, and purchase history for each of the customer groups; Buyers& Vendors Buyer Engagement: creating awareness of the platform value proposition, enhancing the user experience, improving search and discovery features, and using personalized recommendations to keep buyers engaged and returning to the marketplace. Transaction Management: Oversee automated transactional communications, such as order confirmations, renewals and payment reminders and automated messaging. Seller (Vendor) Performance: Oversee vendor performance communications and feedback, ensuring clear, consistent messaging and working closely with the relevant internal teams to support vendor engagement and continuous improvement. Lifecycle Marketing: Create and manage customer lifecycle campaigns that cater to various stages of the customer journey, including onboarding, engagement, conversion, retention, and reactivation. Email Marketing: Plan, design, and execute email marketing campaigns that deliver relevant content and offers to the 2 types of customer segment groups. This includes crafting compelling subject lines, copy, and visuals to drive engagement in collaboration with content and creative design team, always following company visual standard guidelines (VSG) and Tone of Voice (ToV) Personalization: Implement personalized marketing strategies that utilize customer data to deliver tailored experiences, such as personalized product recommendations and content suggestions. Automation: Utilize marketing automation tools to set up automated workflows, trigger-based emails, and other communication sequences that respond to customer behavior and actions. Acquisition Strategies: Devise strategies for users’ acquisition and acquiring new customers; both buyers and sellers. The CRM and Lifecycle Marketing Lead may need to devise strategies for user acquisition. Data Analysis: Monitor and analyze customer data and campaign performance metrics to assess the effectiveness of marketing efforts. Use insights to optimize strategies & improve results. A/B Testing: Conduct A/B tests on various elements of campaigns, such as subject lines, content, and visuals, to identify the most effective strategies for increasing open rates, click-through rates, and conversions. Content Creation: Create engaging and relevant content for the various stages of the customer journey, utilizing AI-powered tools and available technologies to efficiently produce high-quality marketing content Customer Feedback: Gather and analyze customer feedback to identify pain points, preferences, and areas for improvement. Use this feedback to refine marketing strategies and improve customer experience. Compliance: Ensure that all communications and marketing activities adhere to relevant data protection and privacy regulations (Explore TECH is GDPR Compliant) Technology Utilization: Stay updated on the latest Suite CRM updates to ensure the company is utilizing & optimizing the use of integrated CRM. Reporting and Insights: Create the reports and analytics standards that are needed to monitor performance. Prepare daily, weekly, and monthly reports on campaign performance, customer engagement metrics, and ROI to share with various stakeholders and leadership. Define, suggest, and agree with management on the reporting standards, frequency as per each stakeholder group. Leadership and Training: Lead the resources currently available as well as future CRM team & support professionals, providing guidance, mentorship, and training to ensure the team's effectiveness and growth. Administration: Ensure accurate and detailed documentation as per company Admin standards and maintain structured filling in company’s shared drives (G-Suite) Language: Explore TECH is bi-lingual and all customer communication need to be in either or both languages depending on customer preference and language of choice Localization & Arabic Content review: Support where and when needed in Arabic copy review as well as localization of content needed for the various marketing communication. Key Performance Indicator Customer Growth & Retention (Reviewed Monthly & Quarterly): Buyer and vendor acquisition, activation, engagement, retention, and reactivation. Campaign Performance (Reviewed Weekly & Monthly): Open rate, click-through rate (CTR), conversion rate, unsubscribe rate and continuous campaign optimization. CRM & Automation (Reviewed Weekly & Monthly): Successful delivery of lifecycle journeys, CRM data quality, workflow reliability, and automation efficiency. Business Impact (Reviewed Monthly & Quarterly): Timely reporting, actionable insights, measurable performance improvements, and contribution to business objectives. Operational Excellence (Reviewed Monthly): On-time campaign delivery, compliance with Explore TECH's Visual Standard Guidelines (VSG) and Tone of Voice (ToV), documentation quality, and effective cross-functional collaboration.
CANDIDATE PROFILEReporting to: Chief Operating Officer Location: REMOTE – Egypt as a Priority Expected Joining Date: ASAP Age Preference: 27–40 years Educational Background: Graduate in marketing, communication, or business administration. Certification in CRM (Hub Spot, salesforce, Sugar... etc) Certification in digital marketing (google analytics) Languages/s: English as a must – Arabic (good to have)