Senior CRM Specialist

Company Description

Khazna was founded in 2019 with a mission to improve the financial well-being of the underbanked, who have little access to formal financial services by providing access to convenient, effective, and secure smartphone-based financial services. Khazna has received the Central Bank of Egypt’s first prepaid card license and aims to become the go-to specialized bank for underbanked mid-to-low-income consumers across the Middle East. In the next phase of its journey, Khazna is looking to continue scaling up its operations in Egypt and to launch its operations in Saudi Arabia. 

We are consistently on the lookout for rock stars to help us solve for financial inclusion.

Job Description

Key Responsibilities:

• CRM Management: Oversee the day-to-day management of the CRM platform, including data entry, system configuration, and user support. Ensure the CRM system is utilized to its full potential.

• Customer Segmentation: Develop and implement customer segmentation strategies to target the right audience with personalized marketing messages.

• Campaign Execution: Collaborate with marketing teams to design, implement, and optimize multi-channel CRM campaigns, including push notifications, SMS, and other communication channels.

• Data Analysis: Analyze customer data to identify trends, behaviors, and opportunities for improving customer engagement and retention. Provide regular reports and insights to senior management.

• Automation: Develop and manage automated workflows and trigger-based communications to enhance the customer journey.

• Customer Experience: Work closely with customer service and commercial teams to ensure a seamless and consistent customer experience across all touchpoints.

• Performance Monitoring: Track and measure the effectiveness of CRM campaigns, providing recommendations for improvement. Ensure KPIs such as open rates, click-through rates, and conversion rates are met.

• System Optimization: Continuously monitor and evaluate the CRM system's performance, recommending and implementing improvements to enhance functionality and user experience.

Qualifications

• Bachelor’s degree in Business, Business Informatics, or a related field.

• Proven experience as a CRM Specialist or similar role.

• Strong understanding of CRM systems and customer lifecycle management.

• Proven experience with "Insider" is a plus.

• Proficiency in data analysis and reporting tools (e.g., Excel, SQL, Google Analytics).

• Experience in designing and executing multi-channel campaigns.

• Excellent communication skills and the ability to collaborate across departments.

• Strong project management skills and attention to detail.

• Ability to work independently and manage multiple tasks simultaneously.