Omnichannel Growth Manager

About us

We are an investment fund with presence across the food value chain (production, supply chain, trading & distribution, retail & CPG). Crafted by seasoned industry experts, our dedicated team converges on a singular mission – to establish a comprehensive food value chain powerhouse. From our strong presence within the Middle East, Africa & Asia, we continue to extend our influence across emerging markets.

Strategic vision

We are launching a tech-enabled, fresh-led, modern neighborhood store chain in Saudi Arabia, in partnership with a leading local retailer. With 10 pilot stores planned for launch in Riyadh by mid-2025, we are building & stress-testing a scalable retail operating model that blends physical convenience with digital. The omnichannel stack is being developed in partnership with a best-in-class global tech partner, designed to enable fast, flexible & customer-centric grocery retail.

Scope of role

This is a cross-functional pilot-stage role, designed to own & operate the end-to-end omnichannel & customer engagement stack. You will coordinate external partners, manage digital shelves, drive growth marketing & enable fulfillment processes in-store. The role spans commercial marketing, digital operations, CRM & physical retail enablement.

Key Responsibilities

• Act as primary interface with aggregators (e.g., HungerStation, Jahez, Careem), marketplaces & 3PL networks
• Align with the tech partner to coordinate backend integrations, tech readiness, UAT testing & app launch milestones
• Track & enhance operational performance metrics (e.g., OTIF, cancellations, substitutions) across platforms
• Own product content enrichment (titles, images, category tagging incl. Halal, sugar-free, fitness-friendly, etc.)
• Coordinate with fresh & FMCG category teams to maintain channel-specific range & accuracy
• Manage backend content tools (e.g., PIM) to ensure consistency across platforms
• Customer operations & support
• Build & scale customer service workflows (e.g., WhatsApp, in-app chat, ticketing tools)
• Define SOPs for issue resolution across refunds, substitutions, order delays & cancellations
• Define & operate basic CRM workflows including segmentation, NPS-based targeting & churn flags
• Work with tech partner to establish email, push & SMS campaigns mapped to customer lifecycle
• Develop campaign dashboards to monitor CTRs, conversion rates & cost per acquisition
• Marketing & growth activation
• Lead omnichannel promotions, bundles & offers across in-app, aggregator & in-store environments
• Develop & execute localized marketing campaigns in collaboration with format & commercial leads
• Coordinate in-store marketing assets (e.g., shelf talkers, QR triggers, promotional signage)
• Manage growth loops including referral mechanics, first-order discounts & reactivation triggers
• Run structured A / B tests across campaign types, target segments & offer constructs
• Lead early-stage growth hacking efforts with the tech partner (e.g., trigger-based promos, gamification, viral features)
• In-store omnichannel operations
• Design & deploy SOPs for store-side order processing (picking, staging, handoff to delivery couriers)
• Support tool rollout (e.g., Picker App, Courier App), train store teams & track operational KPIs (e.g., pick rate, substitution quality)
• Align with store ops & IT teams on stock sync, POS triggers & real-time visibility of online orders
• Loyalty program coordination
• Coordinate with local partner loyalty team to align earn / burn logic, tiering & campaign constructs
• Track redemptions, attribution & customer segmentation in collaboration with finance & marketing teams

Qualifications & Experience

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