CRM Director

We are seeking a proactive and seasoned CRM Director to oversee our Go-To-Market strategies focused on enhancing user engagement and loyalty. The ideal candidate should possess a robust CRM background, specializing in localization and personalization tactics. Key competencies required include customer journey mapping, customer lifecycle management, and segmentation techniques utilizing data-driven machine learning methods.

This position mandates a profound understanding of customer needs, touchpoint analysis, and solid business acumen. We are in search of an individual who can effectively translate insights into tangible strategies to elevate the overall customer experience within the organization.

Responsibilities

• Strategy and Leadership

  • Leadership: Direct and guide a proficient team of CRMs, promoting a culture of cooperation, responsibility, and excellence.
  • Vision Establishment: Develop and enforce comprehensive and automated CRM strategies that efficiently navigate customers through their pre or post-purchase journey on a large scale.
  • Data-Driven Approach: Create customer journey frameworks and maps to steer lifecycle strategies and ensure alignment across various departments.
  • Interdepartmental Collaboration: Collaborate with product, marketing, legal, compliance, data engineering, content, and customer service teams, as well as vendors, to deliver seamless customer experiences and smooth handoffs.
  • Supportive Environment: Establish a motivating workplace atmosphere that fosters ongoing learning, creativity, and transparent communication.

• CRM Automation and Tech Management Strategy

  • Creative Planning: Lead the formulation of inventive strategies and implementations for customer engagement and retention.
  • User Growth Tactics: Devise and implement user growth strategies that enhance the conversion and retention funnel, elevating both the quality and quantity of user loyalty and conversions.
  • Personalized Outreach: Manage the execution of personalized email and push notification campaigns, optimizing each touchpoint for utmost engagement and conversion.
  • Segmented Approaches: Head the development of sophisticated segmentation strategies for delivering targeted and personalized CRM messages across channels.
  • Lifecycle Enhancement: Supervise the optimization of multi-channel CRM campaigns to catalyze business performance in alignment with organizational objectives.

• Data Analysis, Reporting, and Insights

  • Performance Analysis: Assess and report on campaign performance and customer engagement, utilizing data to enhance strategies and boost ROI.
  • Collaborative Insights: Collaborate with vendors and analytics teams to produce insights, formulate strategic roadmaps, and enforce continuous enhancements in lifecycle CRM initiatives.

Requirements

• A Bachelor’s degree in Marketing, Business Administration, Computer Science, or a related field.
• Over 8 years of experience in CRM, digital marketing, or CRM software administration, with at least 3 years in team leadership. Demonstrated success in creating and implementing strategies fostering revenue and retention growth.
• Exceptional leadership and hands-on management skills, with a track record of assembling and nurturing high-performing teams in a rapid-paced environment.
• Knowledge of latest CRM trends and technologies, with AI technology experience being beneficial.
• Proficient analytical skills with competence 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 are advantageous.
• Excellent communication and presentation capabilities, able to communicate complex ideas and strategies effectively to senior leadership and cross-functional teams.
• Strategic mindset with the capability to design and deploy innovative, data-focused CRM strategies aligning with business goals.
• Enthusiasm for cryptocurrency, Web 3.0 projects, and emerging technologies.