Offer summary

Qualifications:

Experience in managing eCRM platforms and customer engagement strategies., Strong analytical skills with the ability to interpret data and generate insights., Excellent leadership and team management abilities., Educational background in marketing, business, or related fields..

Key responsibilities:

Manage and optimize eCRM platforms to enhance driver interactions.

Oversee the entire driver lifecycle from acquisition to retention.

Report on eCRM metrics and provide actionable insights.

Collaborate with cross-functional teams to align CRM initiatives with business goals.

Job description

About Snapp
Snapp is the pioneer provider of ridehailing mobile solutions in Iran that connects smartphone owners in need of a ride to drivers who use their private cars offering transportation services. We are ambitious, passionate, engaged, and excited about pushing the boundaries of the transportation industry to new frontiers and be the first choice of each user in Iran.

About Role:
As the eCRM Lead – Operations at Snapp, your primary responsibility will be to oversee and optimize customer relationship management strategies aimed at enhancing the experience for Snapps drivers, ensuring seamless interaction between the company and its drivers, and driving growth through efficient and meaningful engagement.

Responsibility:

Technology Management: Manage and optimize eCRM platforms (such as WebEngage or custombuilt solutions) to streamline workflows, improve service delivery, and track driver interactions effectively.
Customer Journey Optimization: Oversee the entire lifecycle of drivers, from initial acquisition to retention and growth, ensuring that eCRM practices align with business OKRs.
Reporting & Analysis: Regularly report on eCRM metrics and performance to higher levels, providing actionable recommendations to drive growth and improve retention rate.
DataDriven Insights: Leverage driver data and insights to monitor campaign performance, identify trends, and make datadriven decisions to optimize driver engagement and satisfaction.
CrossFunctional Collaboration: Work with product, marketing, and other operations teams to align eCRM initiatives with Snapp’s broader business objectives and ensure an integrated user experience for drivers.
Team Leadership: Lead a team of eCRM professionals, ensuring the team is effectively managing enterpriselevel relationships and delivering personalized communication to optimize driver retention and engagement.
Develop CRM Strategy: Create and implement CRM strategies focused on building longterm, valuedriven relationships with drivers.