Customer Experience Senior Manager

A Little Bit About Us:
At Snoonu, we believe that technology has the power to make anything possible.

Our Vision is to be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time.

Our Mission is to radically transform how people live by leveraging technology to connect them with endless possibilities.

Values We Live By:

Be Customer Obsessed: Focus on the customer and all else will follow.

Act with Integrity: We are honest, ethical, and trustworthy in everything we do.

Be Curious and Creative: We constantly innovate and create solutions to bring a lasting positive impact.

Lead by Example and Take Ownership: Be the change you want to see and take ownership.

Work Smart and Deliver Results: You can do more by doing less, better, and faster.

It's All About People: Be a team player; together, we are stronger.

About the Team

Snoonu's Customer Experience Strategy & Operations team delivers transformative strategies that elevate experiences for customers, riders, and merchants. We use data, technology, and customer empathy to power seamless, personalized, and efficient journeys. We operate cross-functionally with Product, Data, Engineering, and Business teams to make Snoonu the most trusted and customer-centric platform in the market.

About the Role

We are looking for a CX Senior Manager to lead the Segmentation & Personalization strategy for Snoonu's Customer Experience function. You will design and scale frameworks that enable us to deeply understand our customers, personalize their journeys, and optimize CX operations based on behavioral and value-based segments. This is a highly strategic role for a data-savvy and customer-obsessed leader with experience building segmentation engines, lifecycle strategies, and targeted interventions across channels.

What You'll Do

Customer Segmentation Strategy

• Own the end-to-end segmentation strategy for all customer archetypes (e.g., new vs. loyal, high-value, churn-risk, promo-seekers).
• Develop dynamic and multi-dimensional customer segments based on behavior, value, frequency, demographics, and lifecycle stages.
• Partner with Data & Analytics to implement segmentation models and maintain data pipelines that support experimentation and automation.

Personalization Across Touchpoints

• Design personalized CX journeys, interventions, and content strategies across in-app experiences, support flows, and CRM channels.
• Collaborate with Product, Marketing, and Support to tailor experiences, scripts, SLAs, and policies to customer segment needs.
• Leverage ML-driven personalization, customer propensity models, and real-time triggers where possible.

Lifecycle & Retention Programs

• Build differentiated lifecycle strategies for onboarding, reactivation, and loyalty development.
• Launch test-and-learn initiatives to improve retention, increase engagement, and reduce churn through personalization.
• Measure and optimize campaign performance using rigorous data analysis and experimentation.

Operational & Strategic Enablement

• Drive adoption of segmentation insights across support, commercial, and operations teams to inform decision-making and prioritization.
• Maintain a segmentation governance framework and continuously refine it based on business evolution and data fidelity.

Metrics, Analysis & Insight

• Define and track KPIs for segmentation effectiveness (LTV, churn, activation, re-order rate, CSAT).
• Present findings and strategic recommendations to cross-functional stakeholders and senior leadership.

We're Excited About You Because You Have…

• 7+ years of experience in customer strategy, CRM, lifecycle marketing, product analytics, or related roles.
• 3+ years specifically in segmentation, personalization, or customer insights leadership roles.
• Expertise in customer lifecycle frameworks, behavioral analytics, and retention strategy.
• Strong hands-on experience with customer data platforms (e.g., Segment, Braze, Amplitude), and CRM tools (e.g., Iterable, Salesforce Marketing Cloud).
• Proficiency in SQL and BI tools (e.g., Looker, Tableau) for deep customer segmentation and KPI tracking.
• Experience with A/B testing platforms and interpreting experimental data to iterate on personalization strategies.
• Deep understanding of customer value modeling, cohort analysis, and churn risk scoring.
• Experience collaborating with Product and Data Science teams to build or apply ML models (e.g., recommender systems, predictive LTV).
• Outstanding communication, storytelling, and stakeholder influence skills.
• Passion for customer-first thinking, with a mindset of experimentation and continuous improvement.

Preferred Qualifications

• Experience in a high-growth marketplace, delivery, or subscription-based platform.
• Background in customer journey mapping and VoC (Voice of Customer) analysis.
• Familiarity with privacy and data compliance standards related to personalization (e.g., GDPR, CCPA).