We are looking for a dynamic and experienced CRM Director to lead our GTM strategies aimed at maximizing user engagement and loyalty. The ideal candidate will have a strong background in CRM, with expertise in localization and personalization strategies. Key skills should include customer journey mapping, customer lifecycle management, and segmentation using data-driven machine learning techniques.

This role requires a deep understanding of customer needs, touchpoint analysis, and strong business acumen. We seek someone who can effectively translate insights into actionable strategies to enhance the overall customer experience at Crypto.com.

Responsibilities
Strategy and Leadership

Team Leadership: Lead and mentor a high-performing team of CRMs, fostering a culture of collaboration, accountability, and high performance.
Vision Development: Establish and execute comprehensive and automated lifecycle CRM strategies that effectively guide customers through their pre or post-purchase journey at scale
Data-Driven Frameworks: Develop customer journey frameworks and maps to inform lifecycle strategies and ensure cross-functional alignment
Cross-Department Collaboration: Partner with product, marketing, legal, compliance, data engineering, content team, CS as well as vendors to create seamless customer experiences and effective handoffs
Inclusive Environment: Create a motivational workplace environment that encourages continuous learning, innovation, and open communication

CRM Automation and Tech Management Strategy

Creative Development: Lead the development of creative strategies and executions for customer engagement and retention
User Growth Strategies: Design and implement user growth strategies that optimize the conversion and retention funnel, enhancing both the quality and quantity of user loyalty and conversions
Personalized Campaigns: Own the execution of personalized email and push notification campaigns, optimizing each touchpoint for maximum engagement and conversion
Segmentation Strategies: Lead the development of sophisticated segmentation strategies to deliver targeted and personalized CRM messages across channels
Lifecycle Optimization: Oversee the optimization of multi-channel CRM campaigns to drive business impact and align with organizational objectives

Data Analysis, Reporting, and Insights

Performance Monitoring: Analyze and report on campaign performance and customer engagement, using data to refine strategies and improve ROI
Insights Collaboration: Work with vendors and Analytics teams to generate insights, formulate strategic roadmaps and drive continuous improvements in lifecycle CRM efforts

Requirements

Bachelor’s degree in Marketing, Business Administration, Computer Science, or a related field
8+ years in CRM, digital marketing, or CRM software administration, with at least 3 years of team leadership experience and a proven track record of developing and implementing successful strategies that drive revenue and retention growth
Strong leadership and hands-on management capabilities, with experience in building and developing high-performing teams in a dynamic, fast-paced environment
Familiarity with the latest CRM trends and technologies; experience with AI technology is a plus
Strong analytical abilities with proficiency in CRM software, Business Intelligence tools, and Customer Data Platforms (CDP). Technical skills in SQL, ETL process, Python, Machine Learning, Data modeling, HTML, and CSS are a plus
Excellent communication and presentation skills, capable of conveying complex ideas and strategies effectively to senior leadership and cross-functional teams
A strategic thinker with the ability to develop and execute innovative, data-driven CRM strategies that align with business objectives and targets
Enthusiastic about cryptocurrency, Web 3.0 projects, and emerging technologies

Life @ Crypto.com

Empowered to think big. Try new opportunities while working with a talented, ambitious and supportive team.

Transformational and proactive working environment. Empower employees to find thoughtful and innovative solutions.

Growth from within. We help to develop new skill-sets that would impact the shaping of your personal and professional growth.

Work Culture. Our colleagues are some of the best in the industry; we are all here to help and support one another.

One cohesive team. Engage stakeholders to achieve our ultimate goal - Cryptocurrency in every wallet.

Work Flexibility Adoption. Flexi-work hour and hybrid or remote set-up

Aspire career alternatives through us - our internal mobility program offers employees a new scope.

Work Perks: crypto.com visa card provided upon joining

Are you ready to kickstart your future with us?

Benefits

Competitive salary

Attractive annual leave entitlement including: birthday, work anniversary

Work Flexibility Adoption. Flexi-work hour and hybrid or remote set-up

Aspire career alternatives through us. Our internal mobility program can offer employees a diverse scope.

Work Perks: crypto.com visa card provided upon joining

Our Crypto.com benefits packages vary depending on region requirements, you can learn more from our talent acquisition team.

Crypto.com

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CRM Director