Specialist – CRM & Operations Support (Mobility)

Location: Colombo, Sri Lanka

Sector: Urban Mobility & Technology

Experience Level: 2–3 Years

Role Summary

Are you a growth-obsessed, results-driven professional ready to shape the future of urban mobility across Sri Lanka? Join a dynamic team and be the driving force behind strategic expansion and market penetration efforts in new and existing cities.

This role is critical in strengthening relationships with partner networks (drivers and riders) by leading communication initiatives, engagement campaigns, and partner-focused marketing efforts.

Key Responsibilities

1. Customer Relationship Management (CRM)

Strategy & Execution: Plan and execute comprehensive lifecycle communication strategies for drivers and riders across multiple channels, including Email, SMS, Push Notifications, WhatsApp, and in-app messaging.
Campaign Development: Develop targeted CRM campaigns aimed at improving engagement, retention, activation, and reactivation of the user base.
Data-Driven Segmentation: Segment audiences based on behavioral and operational data to deliver highly personalized and relevant communications.
Performance Monitoring: Track and analyze key metrics (open rates, CTR, engagement levels, and conversion) to continuously optimize campaign performance.
Cross-Functional Collaboration: Work closely with local and regional Operations, Marketplace, and Supply teams to ensure communications support core business priorities.
Process Improvement: Identify communication gaps and proactively recommend enhancements to improve the overall partner experience.

2. Social Media & Community Marketing

Community Management: Manage partner-facing social media communities and engagement initiatives through third-party agency management.
Content Creation: Develop engaging content tailored for partners, including educational, motivational, operational, and promotional materials.
Awareness Campaigns: Coordinate campaigns related to incentives, new product launches, safety initiatives, and platform updates.
Sentiment Analysis: Monitor sentiment across social channels and community groups, escalating key insights or concerns to leadership where necessary.

3. Channel Development & Optimization

Scalability: Develop and strengthen scalable communication channels between the platform and its partners to improve transparency.
Innovation: Identify opportunities to introduce new platforms and engagement methods to improve reach and responsiveness.
Consistency: Ensure brand and operational consistency across all engagement channels.

Candidate Profile

Qualifications & Experience

Education: Bachelor’s degree in Marketing, Business Administration, Communications, or a related field.
Experience: 2–3 years of experience in CRM, communications, digital marketing, or community engagement.
Tool Proficiency: Direct experience using CRM software and communication platform tools is highly advantageous.
Language: Strong written and verbal communication skills in English and Sinhala are mandatory. Proficiency in Tamil (written and verbal) is a significant added advantage.

Skills & Attributes

Stakeholder Management: Strong relationship management and coordination skills.
Creative Strategy: Ability to think creatively to develop unique communication strategies.
Execution: Excellent project management capabilities with a focus on timely delivery.
Ownership: Ability to work independently and take full ownership of assigned initiatives.

Specialist – CRM & Operations Support (...