CRM Director

We are in search of a motivated and seasoned CRM Director to take the lead in developing and implementing GTM strategies to maximize user engagement and loyalty. The ideal candidate should possess a solid CRM background with a focus on localization and personalization strategies. Key competencies include customer journey mapping, managing the customer lifecycle, and utilizing data-driven machine learning techniques for segmentation.

This position demands a profound comprehension of customer requirements, touchpoint analysis, and strong business acumen. We are seeking an individual who can effectively convert insights into actionable strategies to enrich the overall customer experience.

Responsibilities:

Strategy and Leadership:

• Leadership: Guide and coach a talented team of CRMs, cultivating a culture of collaboration, responsibility, and excellence.
• Vision Development: Formulate and execute thorough automated lifecycle CRM strategies to effectively steer customers throughout their pre or post-purchase journey, at scale.
• Data-Driven Frameworks: Create customer journey frameworks and maps to shape lifecycle strategies and ensure alignment across departments.
• Cross-Department Collaboration: Collaborate with various teams such as product, marketing, legal, compliance, data engineering, content, and customer service, along with vendors, to provide seamless customer experiences and efficient handovers.
• Inclusive Environment: Foster a motivating workplace that inspires continuous learning, innovation, and transparent communication.

CRM Automation and Tech Management Strategy:

• Creative Development: Lead the creation of innovative strategies and initiatives for boosting customer engagement and retention.
• User Growth Strategies: Develop and implement strategies to enhance user growth, optimizing the conversion and retention funnel to advance user loyalty and conversions quantitatively and qualitatively.
• Personalized Campaigns: Manage personalized email and push notification campaigns, optimizing each touchpoint for enhanced engagement and conversion rates.
• Segmentation Strategies: Lead the formulation of advanced segmentation strategies to deliver personalized and targeted CRM communications through various channels.
• Lifecycle Optimization: Supervise the enhancement of multi-channel CRM campaigns to steer business success and align with organizational objectives.

Data Analysis, Reporting, and Insights:

• Performance Monitoring: Evaluate and report on campaign performance and customer engagement, using data insights to enhance strategies and ROI.
• Insights Collaboration: Collaborate with vendors and Analytics teams to derive insights, create strategic roadmaps, and drive ongoing enhancements in lifecycle CRM endeavors.

Requirements:

• Bachelor’s degree in Marketing, Business Administration, Computer Science, or a related field.
• Minimum of 8 years’ experience in CRM, digital marketing, or CRM software administration, with at least 3 years of team leadership involvement and a successful history of implementing revenue and retention growth strategies.
• Proficient leadership and hands-on management skills, with experience in creating and nurturing high-performing teams in a dynamic, fast-paced environment.
• Proficiency in the most recent CRM technologies and trends; experience with AI technology will be advantageous.
• Strong analytical skills, with experience in CRM software, Business Intelligence tools, and Customer Data Platforms (CDP). Technical expertise in SQL, ETL process, Python, Machine Learning, data modeling, HTML, and CSS will be beneficial.
• Excellent communication and presentation abilities, capable of effectively communicating complex ideas and strategies to senior leadership and cross-functional teams.
• Strategic thinker with the capability to develop and execute innovative, data-driven CRM strategies that align with business priorities and objectives.
• Keen interest in cryptocurrency, Web 3.0 projects, and emerging technologies.