Customer Communications Lead - Automation & CRM

Jeeny is a leading mobile mobility platform operational across Saudi Arabia and Jordan, supported by regional corporate offices in Lahore and Karachi. Established in 2014 (originally as Easy Taxi) and revamped in 2016, Jeeny simplifies daily commuting by delivering accessible, flexible, and affordable transportation solutions to millions of users.

As Customer Communications Lead, you will own end-to-end messaging governance, orchestration, and channel strategy for both riders and drivers. You will bring structure to competing cross-functional communication requests by establishing a centralized communications register, enforcing global frequency capping and suppression rules, and arbitrating send priorities. Working closely with Data Science, Engineering, and Brand teams, you will design and execute rigorous A/B testing programs across customer engagement platforms (e.g., CleverTap, Braze, Iterable), feed real-time performance data into automated decisioning engines, and elevate lifecycle marketing effectiveness across multilingual regions.

Key Responsibilities

• Communications Register Ownership: Maintain the definitive master record for every automated, operational, and promotional message—documenting target audiences, triggers, business owners, firing logic, and KPI benchmarks.
• Centralized Messaging Governance: Establish and enforce global communication guardrails—including channel frequency caps, priority tiers, audience eligibility parameters, suppression lists, and exit criteria.
• Cross-Functional Arbitration: Chair regular cross-team planning forums to evaluate proposed campaigns, resolving send conflicts between competing departments with documented strategic rationales.
• A/B Testing & Experimentation Program: Design, run, and document structured experimentation roadmaps across content formats, messaging tone, timing, and promotional offers without audience overlap.
• Data & Engineering Alignment: Partner with Data Science and Engineering pods to define event taxonomies, close measurement gaps, write technical data specifications, and feed behavioral rules into automated decisioning engines.
• Content Standards & Scale: Convert experimental insights into standardized, data-backed content guidelines for regional content and brand teams to deploy at scale.
• Operational & Crisis Communications: Lead crisis communication protocols, defining clear escalation matrices, suppression overwrites, and real-time incident messaging across rider and driver channels.

Requirements

Lifecycle Marketing & Technical CRM Depth

• Experience: 3 to 5 years of progressive experience in CRM operations, lifecycle marketing, marketing automation, or campaign management within consumer tech or mobile app ecosystems.
• Customer Engagement Platforms: Hands-on mastery of enterprise customer engagement platforms such as CleverTap, Braze, Iterable, or Salesforce Marketing Cloud (including advanced segmentation, suppression logic, holdout groups, and frequency capping).
• Experimentation & Analytical Rigor: Deep working knowledge of statistical testing fundamentals (sample size calculations, control design, significance thresholds). Proficiency in SQL for dataset queries and performance analysis is a major plus.
• Technical Communication: Demonstrated capability to author data specifications and collaborate closely with Data Science and Backend Engineering teams on platform integrations.
• Multi-Market & Multilingual Operations: Preferred experience managing localized, multi-language (Arabic/English) customer communications across different geographic markets.
• Stakeholder Management: Exceptional written and verbal communication skills with a proven track record of managing competing cross-functional priorities without direct formal authority.

Total Rewards & Benefits

• Market-Competitive Compensation: Competitive base salary reflecting experience within high-growth consumer technology platforms.
• Comprehensive Healthcare: Health insurance benefits for employees and eligible dependents.
• Flexible Work Culture: Flexible working hours within a merit-based, ownership-driven environment.
• Professional Growth: Direct exposure to multi-market ride-hailing operations, advanced automation engines, and cross-border expansion initiatives across KSA, Jordan, and Pakistan.