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

4+ years of experience in e-commerce, last-mile, or omnichannel retail (grocery or QSR preferred) Proven track record in digital growth or CRM / loyalty marketing Hands-on experience managing performance across aggregator backends & app-based channels Strong exposure to omnichannel fulfillment (store picking, handover, substitutions) Fluency in Arabic preferred; English mandatory Core Competencies

Operator mindset with ability to work across marketing, tech, ops & store teams Data-literate : able to interpret channel performance dashboards, funnel reports & cohort behavior Comfortable working with ambiguity in fast-paced build-mode environments Personal Attributes

Relentlessly execution-driven, with ability to juggle multiple workflows Customer-obsessed with a sharp eye for detail Able to influence across partners, vendors, store staff & internal stakeholders Seniority level

Mid-Senior level Employment type

Full-time Job function

Retail

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