CRM Manager

Crypto.com is in search of a skilled individual to fill the role of CRM Manager. The primary responsibility of the role is to spearhead the strategy and implementation of cross-channel communications for various product verticals. This entails enhancing platform retention, engagement, onboarding, and usage metrics through channels like push notifications, emails, in-app, and more.

The successful candidate will collaborate closely with teams in Marketing, Product, Creative, Legal, Compliance, and MarTech to deliver campaigns that are timely, compliant, and catered to the target audience. A profound understanding of the company's products and customer lifecycle is crucial, along with the ability to identify consumer touchpoints and formulate effective strategies to align with business goals and customer requirements. As such, the ideal candidate should exhibit exceptional leadership, communication, organizational skills, a detail-driven approach, proficiency in utilizing AI as an enhancer, and the capability to manage multiple projects concurrently within a dynamic cross-functional setup.

Main Responsibilities

• Develop and steer the lifecycle CRM strategy across various product verticals to drive engagement, retention, onboarding, and reactivation through tailored campaigns and personalized interactions.

• Create and execute end-to-end marketing automation processes encompassing segmentation, journey mapping, delivery, measurement, and refinement across different channels such as email, push, in-app, and in-browser.

• Establish a strong command over the CRM tech stack by overseeing aspects like segmentation logic, channel setups, data flows, and automation structures for efficient operations and identification of enhancement opportunities.

• Collaborate with the MarTech team to construct and maintain API-driven triggers, data integrations, and real-time event pipelines that power scalable, data-oriented campaign distribution.

• Produce and keep up with HTML/CSS for email and in-browser templates, ensuring consistency with brand standards, responsive design, and optimal rendering quality across various clients.

• Utilize customer behavioral data to craft personalized experiences, drive upselling, and enhance user engagement with the products.

• Implement best practices in CRM such as personalization, A/B testing, journey design, and attribution, striving for continuous improvement in execution quality and measurable outcomes.

• Utilize AI and machine learning tools to boost personalization, optimize sending schedules, refine content creation, and streamline campaign operations.

• Take charge of campaign reporting and performance analysis, translate data into actionable insights to optimize messaging, timing, segmentation, and channel mix.

• Collaborate with cross-functional teams in Product, Marketing, Creative, Legal, Compliance, and Tech to devise go-to-market strategies aligned with business priorities.

• Coordinate with regional legal and compliance teams to confirm alignment of CRM activities with local regulations, especially in regulated markets.

• Brainstorm engagement strategies like gamification, challenges, and reward mechanisms to heighten platform retention and bolster essential usage metrics (e.g., DAU/MAU, transactions, purchases).

Requirements:

• Minimum 4-6 years of experience in roles related to CRM, Lifecycle Marketing, Growth, or Retention Marketing.

• Hands-on experience with CRM and CDP platforms, particularly Braze, with proficient capabilities in campaign development, QA processes, and optimization directly within the tool.

• Technical proficiency in HTML/CSS for email and in-browser message creation, including experience in responsive design and cross-client compatibility.

• Familiarity with REST APIs and understanding of how CRM platforms leverage event data and integrate with external systems, with the ability to collaborate with MarTech and engineering teams for effective integrations.

• Strong grasp of CRM setup and functionalities, including segmentation structures, channel configurations, data integration, and automation workflows.

• Proficient in analyzing campaign performance, comfortable with BI tools and data querying techniques, with additional advantage in SQL experience.

• Strong interest in leveraging AI tools for enhancing CRM workflows, such as content generation, predictive segmentation, send-time optimization, and operational streamlining.

• Sound knowledge of lifecycle marketing best practices including personalization, journey mapping, A/B testing, and campaign attribution.

• Exceptional organizational skills enabling effective management of multiple campaigns and projects concurrently, maintaining high precision.

• Excellent cross-functional communication skills to navigate seamlessly between Marketing, Product, Legal, and Tech departments.

• Preferred familiarity with digital assets, cryptocurrency, and Web3 ecosystems, and advantageous experience in regulated sectors like cryptocurrency, fintech, or gaming.