CRM Manager

Snapp! is seeking a highly experienced and results-oriented CRM Manager to lead the development and execution of its customer relationship management strategy. The successful candidate will assume full ownership of the user lifecycle — spanning acquisition, activation, engagement, retention, and reactivation — and will be responsible for designing data-driven, personalized communication strategies that measurably increase ride frequency, reduce churn, and elevate long-term user value. This is a senior individual contributor and people management role that operates at the intersection of marketing strategy, data analytics, and product collaboration.

Strategy & Planning

• Develop and own a comprehensive, multi-channel CRM strategy aligned with the ride-hailing business unit's commercial objectives and user growth targets.

• Define the user lifecycle framework, identifying critical touchpoints and intervention opportunities across onboarding, engagement, retention, and win-back stages.

• Establish short- and long-term CRM roadmaps in alignment with quarterly OKRs and organizational priorities.

Campaign Execution & Optimization

• Architect and oversee end-to-end lifecycle campaigns, including first-ride onboarding sequences, ride frequency programs, promotional initiatives, and lapsed-user reactivation journeys.

• Develop advanced user segmentation strategies leveraging behavioral, transactional, and geo-spatial data to enable precise, context-relevant targeting at scale.

• Manage and optimize the full CRM channel mix — including push notifications, SMS, email, and in-app messaging — ensuring message relevance, delivery timing, and channel appropriateness at each lifecycle stage.

• Establish and maintain a structured A/B and multivariate testing framework to systematically improve campaign performance across all key metrics.

Analytics & Performance Management

• Define, track, and report on core user CRM KPIs, including ride frequency, retention rate, churn rate, reactivation rate, and user lifetime value (LTV).

• Translate complex data and performance insights into clear, actionable recommendations for senior leadership and cross-functional stakeholders.

• Conduct regular cohort analyses to identify behavioral trends, at-risk segments, and growth opportunities within the user base.

Cross-Functional Collaboration

• Partner closely with Product, Data Science, Business Intelligence, and Growth teams to ensure CRM initiatives are integrated with product development cycles and platform capabilities.

• Work in coordination with the broader Marketing team to ensure consistency of messaging and brand voice across all user touchpoints.

• Act as the internal subject matter expert on user engagement, informing product and business decisions with CRM-driven insights.

Team Leadership & Development

• Lead, mentor, and develop a team of CRM specialists, fostering a culture of analytical rigor, continuous experimentation, and operational excellence.

• Set clear performance expectations, provide regular coaching, and support professional growth within the team.