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Customer Marketing Lead

1 month ago

Manama, Manama, Bahrain RESO Full time

Who we are:

GIG Gulf is part of the Gulf Insurance Group (GIG), the #1 largest regional composite insurer in the Middle East and North Africa, with presence in 13 markets including the United Arab Emirates, Bahrain, Oman, Qatar, Saudi Arabia, Algeria, Egypt, Iraq, Jordan, Kuwait, Lebanon, and Turkey. GIG Group reported consolidated assets of US$ 3.83 billion and $69 million net profit for the year 2023. The majority shareholder of GIG Group is Toronto based Fairfax Financia Holding, a global leader in insurance and reinsurance with a presence in 40 markets.

GIG Gulf is an 'A' rated regional insurer with a top 5 position in each of its markets (UAE, Oman, Qatar, Bahrain). GIG Gulf has been present in the region for over 70 years with a strategic focus on both growth and investments and is a one stop shop offering a wide range of insurance products and services that cater to a broad variety of needs for corporates, SMEs and individual customers throughout UAE, Oman, Bahrain, and Qatar. GIG Gulf also owns a 50% stake in GIG Saudi. Our strategic objectives and guiding principles are focused on Regional Growth, Customer Experience and Digital Transformation.

GIG Gulf has created a diverse and inclusive working environment and culture with a workforce of over 800 employees, with over 60 nationalities, across 15 branches and retail shops region-wide and over 1 million customers. GIG Gulf is a caring partner that encourages customers to achieve their goals and live an inspiring and fulfilling life. We are obsessed with customer feedback and continuously evolving to become the region's digital insurer of reference, committed to running our operations in a responsible, sustainable way.

Job purpose:

The Customer Engagement Lead will be responsible for planning, executing, and optimizing omnichannel engagement campaigns, including Email, WhatsApp, Push Notifications, and SMS. The ideal candidate is detail-oriented, data-driven, and has a passion for enhancing customer interactions through effective communication strategies. They should be proficient in marketing automation tools such as Click Dimensions, WhatsApp marketing platforms, MoEngage, and other similar tools. Basic knowledge of HTML and design principles is a plus.

Key Responsibilities:

Omnichannel Campaign Management:

  • Develop and execute customer engagement campaigns across Email, WhatsApp, Push Notifications, and SMS.
  • Utilize Click Dimensions, MoEngage, and other marketing tools to automate and optimize campaigns.
  • Ensure all messaging is on-brand, engaging, and localized for Arabic and English audiences.
  • Monitor and enhance campaign deliverability, open rates, and conversion metrics.

Data-Driven Optimization:

  • Leverage analytics and A/B testing to assess the effectiveness of campaigns.
  • Segment customers based on behavior, demographics, and engagement data to drive personalized communication.
  • Continuously analyze campaign performance to identify trends and optimize content, timing, and targeting.

Marketing Tools & Automation:

  • Manage and optimize marketing automation platforms (Click Dimensions, MoEngage, WhatsApp tools).
  • Implement automated customer journeys to enhance engagement and retention.
  • Stay updated on the latest trends and best practices in CRM and marketing automation.

Creative & Technical Skills:

  • Work with design teams to create visually appealing and effective campaign assets.
  • Have a basic understanding of HTML and email design best practices.
  • Ensure all communications meet regulatory and best practice standards for email and SMS marketing.

Collaboration & Teamwork:

  • Work closely with the broader Digital & Marketing team to align engagement strategies with overall business goals.
  • Collaborate with UX, Content, and Product teams to enhance customer journey touchpoints.
  • Share insights and best practices with cross-functional teams to drive innovation in customer engagement.

Essential Requirements:

  • Industry Expertise: Experience in customer engagement, marketing automation, CRM, or digital marketing, preferably in insurance or financial services.
  • Marketing Automation Tools: Hands-on experience with Click Dimensions, MoEngage, WhatsApp marketing platforms, and similar tools.
  • Omnichannel Execution: Strong knowledge of email, SMS, push notification, and WhatsApp marketing strategies.
  • Data-Driven Mindset: Ability to analyze campaign performance, optimize strategies, and improve engagement metrics.
  • Technical & Design Skills: Basic understanding of HTML, email templates, and visual design principles.
  • Language Proficiency: Fluent in Arabic and English (written and spoken).
  • Collaboration & Agility: Ability to work in a fast-paced environment and collaborate effectively across teams.
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