Customer Communications Lead

About Jeeny

Jeeny is a mobile app designed to streamline everyday commuting by linking users to their preferred transport options, making travel more accessible, affordable, and flexible. It originated as Easy Taxi in 2014 and was rebranded to Jeeny in 2016 to broaden its service scope. The company operates mainly in Saudi Arabia and Jordan, with offices in Riyadh, Jeddah, Madinah, Amman, Lahore, and Karachi.

Role Overview

The Customer Communications Lead will be responsible for managing how communication is handled with riders and drivers across multiple channels. This position requires organizing communication priorities, ensuring that recipients get timely and relevant messages. The role includes leading A/B testing to optimize the content, tone, and communication strategies based on performance metrics. The ideal candidate will have a mix of strong decision-making, stakeholder coordination, and analytical skills while aiming to evolve the company's automated and personalized communication efforts.

Key Responsibilities

• Maintain a comprehensive communications register documenting every message, its audience, rationale, ownership, timing, and success metrics.
• Oversee communication governance across teams and channels, establishing rules for message frequency, priority, suppression, eligibility, and exit criteria on a centralized level.
• Manage conflicts between competing communication sends by deciding which messages are prioritized and recording the reasons for these decisions.
• Create and manage an A/B testing program for content evaluation while maintaining a test registry to prevent audience overlap in experiments.
• Define key performance indicators (KPIs) for messages and collaborate with data and engineering teams to bridge any measurement gaps.
• Translate experimental insights into documented content standards for brand and content teams to implement broadly.
• Collaborate with data science teams to support automated decision engines by providing outcome data, guidelines, and business rules.
• Lead regular planning meetings to review communication plans submitted by different teams, concluding with clear directives on approvals, deferrals, or rejections.

Requirements

• 3 to 5 years of experience in CRM operations, lifecycle marketing, marketing automation, or campaign management, ideally in technology or consumer internet sectors, with experience managing message volume across diverse stakeholders.
• Hands-on use of customer engagement platforms like CleverTap, Braze, Iterable, or Salesforce Marketing Cloud, particularly in segmentation, frequency capping, suppression, and holdout group management.
• Familiarity with experimentation methodologies including sample sizing, control group design, statistical significance, and disciplined analysis, with proficiency in SQL considered a strong advantage.
• Experience managing operational and crisis communication with established escalation protocols.
• Preferably experienced in multi-lingual and multi-market customer communication environments.
• Skilled at writing data specifications and engaging credibly with data and engineering teams.
• Proven ability to work cross-functionally across teams, managing conflicting priorities without formal authority.
• Excellent communication skills, both written and spoken, with the ability to clearly articulate decisions, especially those contrary to a team's preferences.

Benefits

• Opportunity to collaborate with skilled professionals, fostering growth and skill development.
• A culture that empowers ownership and drives high-quality results.
• Health insurance and related benefits.
• Flexible working hours.

Company Culture

Jeeny champions equal opportunity employment, committing to merit-based hiring and a workplace free from discrimination based on race, ethnicity, nationality, religion, gender, age, or disability status.