CRM Lifecycle Lead

Location: Cairo, Egypt
Employment Type: Full‑time

Position Summary

The Lifecycle Lead is responsible for managing the end‑to‑end customer journey—from acquisition and onboarding to loyalty, retention, and reactivation. The role develops and executes data‑driven strategies across all touchpoints, ensuring a seamless and engaging experience for prospects and existing members. Close collaboration with Insights, Channels, and Marketing teams ensures that all lifecycle initiatives support business objectives and deliver measurable value.

A Day in the Life

• Detail, execute, and implement the onboarding strategy in alignment with overall B2C and B2B consumer experience objectives.
• Ensure onboarding is fully integrated with the acquisition strategy to drive early-stage conversion while providing newcomers with strong exposure to the full range of services and benefits.
• Implement local acquisition campaigns aimed at converting prospects into active members, including the development of creative concepts.
• Lead operational planning for acquisition campaigns, including CRM program setup and execution.
• Execute onboarding programs and activities in collaboration with relevant content and delivery teams.
• Develop local retention campaigns and oversee the creation of creative concepts in collaboration with internal stakeholders.
• Create operational plans for retention initiatives and manage their end‑to‑end implementation.
• Execute retention campaigns in coordination with PR, Brand, and Communications teams, ensuring thorough briefings and acting as the main point of contact.
• Conduct pre‑ and post‑campaign evaluations to assess effectiveness and improve future performance.
• Continuously enhance the experience of new and existing members across all channels and touchpoints.
• Analyze the omnichannel customer experience using internal and external insights, collaborating closely with the Data & Insights team and customer experience specialists.
• Track, evaluate, and optimize lifecycle campaigns to maximize engagement and retention.
• Benchmark local performance against international best practices and the competitive landscape.
• Provide strategic recommendations to continually improve member experience across channels and service environments.

What Will Make You Successful

• Bachelor’s degree in Math, Statistics or any related field.
• Minimum of 5 years of experience in marketing, brand management, CRM, or consumer engagement—either in‑house or agency side.
• Strong business acumen with the ability to work comfortably with financial models (e.g., customer lifetime value, ROI).
• Expertise in CRM retention, including loyalty program management, offer construction, and lifecycle journey orchestration.
• Experience working in fast‑paced, consumer‑driven environments, ideally with an FMCG mindset.
• Proven experience in managing complex projects and coordinating multiple stakeholders and external agencies.