Data Analyst - CRM

About badrgo

badrgo is a locally established on-demand mobility service in Qatar, launched in 2023 by Badr Technology W.L.L. It delivers a safe, affordable, and user-friendly ride-hailing experience through a bilingual Arabic-English platform. Operating under full regulation with the Ministry of Transport, badrgo connects passengers to licensed drivers and limousine companies, featuring transparent pricing without surge charges, real-time trip tracking, and flexible bookings. The service emphasizes a people-first approach and aims to expand regionally with community engagement and fair partnerships.

Role Overview

The CRM & Data Analyst functions as the key driver for customer engagement within badrgo's Marketing team. Responsible for the entire communication lifecycle for both riders and drivers, this role involves strategizing, segmenting, executing campaigns across multiple channels, analyzing results, and optimizing performance to enhance marketplace balance and business results. The analyst uses platforms like Braze, Zoho Campaigns, and WATI for campaign management and works closely with Operations, IT/Product, and Data Insights teams.

Key Responsibilities

• Maintain CRM data accuracy across rider and driver profiles, managing segmentation and lifecycle tracking effectively.
• Map comprehensive customer lifecycle journeys for all user types and align these with communication workflows and automation.
• Continuously develop segmentation and profiling to target users appropriately across channels.
• Plan and implement targeted campaigns on push notifications, in-app messaging, email, SMS, and WhatsApp, overseeing the entire process from initial briefing through post-analysis.
• Manage a centralized communication calendar to coordinate timings and sequencing of messaging, avoiding overlap and user fatigue.
• Deliver driver acquisition campaigns and ongoing engagement programs, including real-time incentives to regulate supply and demand.
• Create and manage promotional email campaigns using Zoho Campaigns and maintain a consistent brand presence.
• Administer WhatsApp broadcasts and scheduling through WATI to support product launches and user re-engagement.
• Handle SMS workflows end-to-end, including send schedules, budgeting, ROI tracking, and reporting.
• Execute rigorous A/B tests on messaging elements and audience segments to continuously improve campaign effectiveness.
• Manage channel budgets, strategies, and performance reports to maximize CRM platform capabilities.
• Conduct thorough post-campaign analysis covering engagement metrics and ROI, sharing insights with management and teams.
• Monitor live campaign performance and address any delivery or engagement issues promptly.
• Provide actionable insights for targeting and lifecycle prioritization and allocate incentive budgets to balance marketplace dynamics.
• Deliver structured campaign performance reports to regional and marketing managers.
• Support the deployment of partnership and loyalty features in the app in collaboration with IT/Product teams.
• Coordinate with IT/Product on platform integrations, feature rollouts, and event tracking to enhance campaign delivery.
• Engage with Data Insights team for alignment on segmentation accuracy and outcome measurement.
• Work with Operations to coordinate supply stimulation campaigns and incentive strategies for drivers.
• Keep current with CRM technology advancements and complete relevant platform certifications, sharing knowledge within the team.

Qualifications & Experience

• 3 to 5 years experience in CRM, lifecycle, or retention marketing, preferably in ride-hailing, delivery, e-commerce, or similar frequent consumer app environments.
• Practical experience with CRM engagement platforms such as Braze, MoEngage, or CleverTap; familiarity with Zoho Campaigns and WATI is advantageous.
• Demonstrated ability to build user segmentation models and lifecycle automations across multiple communication channels.
• Strong analytical capabilities with knowledge of campaign KPIs, A/B testing methods, and performance reporting.
• Experience managing marketing budgets including SMS and incentives with measured ROI.
• Preferred bilingual proficiency in English and Arabic to craft localized and culturally relevant messages for Qatar and Egypt markets.
• Exceptional organizational skills managing diverse campaigns across various platforms and audience segments.
• Dedication to ongoing learning shown through platform certification achievements and team knowledge sharing.
• A Bachelor's degree in Marketing, Business, Data Analytics, or related disciplines.