CRM Specialist – Instashop

About the role

As a CRM Specialist at Instashop, you will own the retention and engagement engine for the leading online marketplace in the UAE and Egypt. Working as an individual contributor, you will design, build and scale lifecycle marketing journeys that drive user retention, reactivate lapsed customers and strengthen brand loyalty.

Key responsibilities

• Design end‑to‑end customer journey maps and set up automated triggers for onboarding, activation, retention, win‑back and loyalty.
• Act as the internal super‑user and product owner for the Braze platform, managing push, in‑app, email and SMS channels.
• Analyze user behaviour and purchase history to create dynamic segments and deliver highly personalized content.
• Maintain database hygiene, ensure compliance with regional data regulations and coordinate data flow with product and engineering teams.
• Run continuous A/B tests on subject lines, send times, content and channel combinations to improve open rates, CTRs and conversions.
• Collaborate with Brand, Commercial and Performance teams on category launches, localized promotions and co‑marketing campaigns.
• Produce weekly and monthly reports on retention metrics such as Retention Rate, Churn Rate, Frequency and Repeat Purchase Rate.

Required profile

• Bachelor’s degree in Marketing, Business Administration or a related field.
• 4+ years of experience in CRM and marketing automation, preferably with Braze.
• Proven track record of developing and executing successful retention campaigns.

Required skills

• Braze