CRM Operation Specialist

Binance is a renowned global blockchain ecosystem responsible for the largest cryptocurrency exchange worldwide in terms of trading volume and registered users. With over 280 million users across 100+ countries, we are recognized for our top-notch security standards, transparent user fund practices, fast trading engine, deep liquidity, and expansive range of digital asset products. Our offerings cover various sectors including trading, finance, education, research, payments, institutional services, Web3 features, and more. By harnessing the potential of digital assets and blockchain technology, we are dedicated to constructing an inclusive financial ecosystem to promote financial freedom and enhance global financial accessibility for individuals.

We are currently looking for a skilled CRM Operations Specialist to join our Customer Relationship Management team. The primary focus of this role is to optimize diverse CRM campaigns across multiple channels such as App Push, Inmail, and email to ensure effective delivery, boost user engagement, and drive conversions. The ideal candidate will work in alignment with company Objectives and Key Results (OKRs), concentrating on enhancing CRM deliverability rates, open rates on all channels, and refining CRM efficiency, specifically creation time, approval time, and send time. This position suits analytical marketing professionals who are enthusiastic about enhancing user loyalty and business growth through streamlined operations.

Responsibilities:

• Campaign Execution and Optimization:

• Develop, approve, and deploy multi-channel CRM campaigns, including App Push notifications, email, and social pushes, ensuring alignment with brand guidelines and user preferences.

• Streamline campaign workflows to decrease creation time, approval time, and send time to enhance overall CRM efficiency.

• Performance Metrics Management:

• Monitor and analyze deliverability rates across all channels, identifying and resolving bottlenecks such as platform restrictions or user permission issues through solutions like A/B testing.

• Monitor open rates using user behavior data to tailor personalized segmented pushes for improved engagement and conversion.

• Data and User Management:

• Maintain accurate customer data in CRM systems, focusing on data accuracy, segmentation, tagging, and deduplication.

• Collaborate with cross-functional teams to address requirements and troubleshoot issues related to CRM processes.

• Tools and Process Optimization:

• Leveraging analytics tools for data mining to identify inefficiencies and implementing automated workflows to reduce manual intervention.

• Conduct A/B testing and experiments to optimize channel combinations and enhance CRM efficiency based on benchmarks.

• Key Feature Improvement:

• Concentrate on enhancing efficiency through new features.

• Explore innovative channels and tools for CRM to boost user loyalty.

• Focus on implementing AI tools to provide operators with various options to reactivate users effectively.

Requirements:

• Education: Bachelor’s degree or higher in Marketing, Data Analytics, Computer Science, or related disciplines is preferred.
• Experience: 2-4 years of CRM operations or digital marketing experience, including at least 2 years of multi-channel push campaign experience.

Core Skills:

• Proficiency in CRM platforms such as Braze, Salesforce, and HubSpot, along with push tools.
• Strong data analysis capabilities.
• Excellent communication and coordination skills for seamless approval processes across departments.
• Knowledge of privacy regulations and channel specifics.

Soft Skills:

• Results-oriented, detail-focused, quick learner, capable of deriving business insights from data while prioritizing user experience.

Nice-to-Haves:

• Experience in e-commerce, finance, or content apps.
• Familiarity with OKR frameworks or agile methodologies.

Why Binance:

• Shape the future in the leading blockchain ecosystem globally.
• Collaborate with top-tier talent in a user-centric global environment with a flat structure.
• Engage in unique, dynamic projects independently in an innovative setting.
• Thrive in a results-driven workplace with growth opportunities and continuous learning.
• Competitive salary with comprehensive benefits.
• Work-from-home arrangement available, subject to the needs of the business team.

Binance adheres to equal employment opportunities, acknowledging the importance of a diverse workforce in our success.

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