Customer Communications Lead

About Jeeny

Jeeny is a mobile application focused on daily commuting and transportation. The company aims to provide accessible, affordable, and flexible mobility options by connecting users with their preferred mode of transportation. Established in 2014 as Easy Taxi, it was revamped as Jeeny in 2016 to expand its service offerings. Jeeny currently operates in Saudi Arabia and Jordan, with offices in Riyadh, Jeddah, Madinah, Amman, Lahore, and Karachi.

The Role of Customer Communications Lead

Jeeny is seeking a Customer Communications Lead to manage how the company communicates with riders and drivers across all channels. This full-time role, based in Riyadh, Saudi Arabia, involves structuring communication needs, setting prioritization rules, and ensuring customers receive timely and relevant messages. The lead will also oversee experimentation with content, tone, offers, and communication journeys, utilizing A/B testing and performance data to refine messaging strategies.

Key Responsibilities

• Maintain the communications register, documenting every message sent, its recipient, purpose, ownership, timing, and success metrics.
• Govern communications across various teams and channels, establishing and enforcing rules for frequency caps, suppression, priority, eligibility, and exit criteria.
• Arbitrate competing message sends, determining which message reaches a customer at a given moment and documenting the rationale.
• Design and execute the A/B testing program for content, maintaining a test register to prevent audience overlap.
• Define Key Performance Indicators (KPIs) for each message and collaborate with data and engineering teams to address gaps in performance measurement.
• Translate experiment results into documented content standards for brand and content teams to implement.
• Partner with data science on the automated decisioning engine, providing necessary outcome data, guardrails, and business rules.
• Chair a regular planning forum for teams to submit intended communications and receive clear approvals, deferrals, or rejections.

Qualifications and Requirements

• Minimum of 3 to 5 years of experience in CRM operations, lifecycle marketing, marketing automation, or campaign management, preferably within technology or consumer internet.
• Essential experience in governing message volume across multiple internal stakeholders.
• Hands-on experience with customer engagement platforms such as CleverTap, Braze, Iterable, or Salesforce Marketing Cloud, including segmentation, frequency capping, suppression, and holdout groups.
• Working knowledge of experimentation principles: sample sizing, control design, significance, and disciplined result interpretation.
• Proficiency in SQL is considered a significant advantage.
• Experience handling operational and crisis communications with defined escalation rules.
• Preferred experience managing multilingual and multi-market customer communications.
• Demonstrated ability to write data specifications and engage in technical discussions with data and engineering teams.
• Proven experience operating across cross-functional teams and managing competing priorities without formal authority.
• Effective written and verbal communication skills, with the ability to clearly explain decisions, even when they are contrary to a team's proposal.

Work Environment and Location

This full-time position is based in Riyadh, Saudi Arabia. The role requires collaboration with various internal teams and stakeholders in a dynamic environment focused on enhancing customer communications for Jeeny's operations in cities like Riyadh, Jeddah, and Medina.