Lifecycle Specialist

Role OverviewWe are looking for a CRM & Lifecycle Specialist to join Faheem and build the CRM & Lifecycle function from the ground up.You will be responsible for creating the systems, journeys, automations, segmentation, workflows, and reporting needed to improve lead conversion, customer engagement, retention, reactivation, and repeat revenue.This role will own the full customer lifecycle communication strategy, from first lead and lead nurturing to first purchase, onboarding, lesson booking, package usage, reactivation, and repeat purchase.The main objective is to build a scalable CRM engine that helps Faheem deliver the right message to the right user at the right time across WhatsApp, email, SMS, push notifications, and in-app channels.Key Responsibilities:CRM Function BuildingBuild the CRM & Lifecycle function at Faheem from the ground up.Define the CRM strategy, customer lifecycle stages, segmentation logic, and campaign roadmap.Set up automated journeys for lead nurturing, onboarding, activation, retention, upsell, renewal, and reactivation.Establish CRM workflows, campaign calendars, reporting dashboards, and testing processes.Create a structured CRM operating model that connects growth campaigns, lead generation, sales follow-up, and customer retention.Recommend the right tools, processes, and best practices needed to scale CRM and lifecycle marketing at Faheem.CRM & Lifecycle CampaignsBuild and manage lifecycle campaigns across key customer stages, including new lead, contacted lead, qualified lead, first purchase, active customer, inactive customer, and repeat customer.Plan and execute campaigns across WhatsApp, email, SMS, push notifications, and in-app messages.Create automated communication journeys based on user behavior, lifecycle stage, lead status, grade, subject interest, and purchase history.Personalize communication based on parent/student needs, subject, academic stage, intent, and engagement level.Develop campaign calendars around key academic moments such as exams, summer learning, school return, foundation programs, and subject-specific needs.Lead Generation & Conversion SupportSupport lead generation campaigns by building CRM flows for paid media leads, landing page submissions, WhatsApp conversations, and app signups.Improve lead nurturing journeys to increase response rates, booking rates, and payment conversion.Identify drop-off points in the lead journey and suggest CRM campaigns to improve conversion.Create automated follow-ups, reminders, reactivation messages, and lead scoring logic.Ensure leads receive timely, relevant, and personalized communication based on their intent and stage.Support sales teams with structured follow-up journeys and communication triggers.Retention & EngagementDevelop campaigns to increase lesson bookings, package usage, repeat purchases, and customer loyalty.Create reactivation campaigns for inactive leads, inactive customers, and users who did not complete their purchase.Build engagement flows to encourage parents to continue learning plans and book additional lessons.Support cross-sell and upsell campaigns for different subjects, packages, and learning programs.Improve post-purchase communication to increase customer satisfaction and reduce churn.Performance & ReportingTrack CRM campaign performance across open rate, click rate, reply rate, conversion rate, payment rate, retention, reactivation, and revenue impact.Analyze CRM funnel performance and provide actionable recommendations.Run A/B tests on message copy, timing, channels, offers, and audience segments.Prepare regular reports on CRM campaign performance and lifecycle impact.Build dashboards and reporting structures to measure the impact of CRM on lead conversion, retention, and revenue.Support tracking, attribution, and customer segmentation improvements.CollaborationCoordinate with Sales to ensure CRM journeys match real lead handling and follow-up processes.Work with Product to improve app engagement and in-app communication.Work with Content/Creative teams to prepare campaign copy and assets.Align with Customer Success to improve post-purchase communication and customer satisfaction.Requirements2–4 years of experience in CRM, lifecycle marketing, growth marketing, marketing automation, or customer engagement.Experience working with CRM or marketing automation tools such as MoEngage, Braze, CleverTap, HubSpot, Zoho, Customer.io, Insider, OneSignal, or similar platforms.Strong understanding of customer journeys, segmentation, automation, and funnel optimization.Experience with lead nurturing, conversion campaigns, retention campaigns, and reactivation flows.Good understanding of paid lead generation funnels and sales handoff processes.Strong copywriting sense, especially for short-form CRM messages.Comfortable working with data, dashboards, and campaign performance reports.Ability to work cross-functionally with Growth, Sales, Product, and Customer Success teams.Strong attention to detail and ability to manage multiple campaigns at the same time.Ability to build processes from scratch and turn business needs into clear CRM workflows.Nice to HaveBasic SQL knowledge to extract, segment, and analyze customer data.Experience in edtech, tutoring, subscription, marketplace, or app-based businesses.Knowledge of Arabic/Saudi customer behavior and parent-focused communication.Experience with A/B testing and lifecycle experimentation.Familiarity with tools like GA4, Amplitude, Mixpanel, Metabase, BigQuery, or Looker Studio.Experience building CRM journeys for app-based products or lead-generation businesses.Key Success MetricsImprovement in lead-to-customer conversion rate.Higher response and engagement rates across CRM channels.Increased first purchase and repeat purchase rates.Lower drop-off between signup, sales contact, package purchase, and lesson booking.Improved reactivation of inactive leads and customers.Increased package usage and lesson booking rates.Revenue contribution from CRM and lifecycle campaigns.Clear CRM reporting and performance visibility across the customer journey.Ideal CandidateThe ideal candidate is data-driven, customer-focused, and comfortable building processes from scratch.They understand how to move users across different lifecycle stages using the right message, through the right channel, at the right time.They should be able to combine customer insights, data, automation, and strong communication to build CRM journeys that improve conversion, retention, and revenue.This person should be proactive, structured, and hands-on — someone who can build the CRM foundation at Faheem and turn it into a scalable growth engineBenefitFully Remote WorkMonthly Salary: USD1,500-2,000Opportunity to work in a fast-growing startup environmentHigh ownership and impact on business growth