Senior/ CRM Manager, Retention & Gamification

We are in search of a highly skilled and driven individual to join our Global CRM team as a (Senior) CRM Manager. Working under the guidance of the Global CRM Director, you will play a crucial role in developing innovative, data-focused CRM strategies geared towards enhancing customer retention, loyalty, and monetization within the rapidly expanding Web3 and crypto environment.

The ideal candidate should possess exceptional collaboration skills, a proactive attitude, and a hands-on mindset when approaching challenges. A team player who excels in dynamic settings, the candidate should have a track record of delivering impactful results through retention, win-back, lifecycle management, and gamification techniques.

You will collaborate closely with various teams across marketing, product development, and creative departments to design and execute seamless customer journeys. This position requires expert knowledge in CRM platforms, campaign optimization, and data analytics, along with familiarity in AI/ML-driven personalization, gamified customer interaction, and blockchain-based retention methods.

Responsibilities

• Develop and enact data-based customer lifecycle strategies, including inventive gamification tactics, to boost activation, retention, upsell, cross-sell, and churn management for our products.
• Collaborate with multiple teams to deliver effective and cohesive CRM campaigns that engage users and fuel business growth.
• Map and refine customer journeys for improved funnel conversion, enhanced user experiences, and heightened engagement across various touchpoints.
• Focus on surpassing key performance indicators like DAU/MAU, ARPU, retention, and conversion rates through data-driven insights and innovative CRM methods.
• Spearhead A/B testing to assess campaign efficacy, interpret results, and adjust strategies for optimal performance and ROI.
• Take full ownership of campaign execution from concept to completion, ensuring results align with organizational objectives.
• Utilize AI/ML technologies to refine targeting, segmentation, and predictive modeling for personalized and real-time customer interaction.
• Drive customer engagement and loyalty with gamification strategies that cultivate participation and long-term retention.
• Generate actionable insights and user-friendly dashboards through data visualization tools to monitor and report CRM campaign performance.
• Automate repetitive tasks and processes to streamline operations and enhance effectiveness for quicker execution and superior outcomes.
• Collaborate with data engineering and MarTech teams to maintain accurate, up-to-date CRM data pipelines, customer data repositories, and CDP workflows for optimal performance.
• Stay abreast of crypto market trends, Web3 advancements, and shifting customer behaviors to fine-tune CRM strategies and retain a competitive edge.
• Exhibit a proactive approach in identifying and resolving challenges to ensure timely and accurate campaign delivery.

Requirements

• Over 8 years experience in online retention marketing with emphasis on gamification and loyalty initiatives.
• Proficient in data-driven practices.
• Adept at collaborating across various departments.
• Preferably experienced with CDP platforms, API integration, dynamic personalization, AI/ML-powered localization, and real-time engagement.
• Candidates demonstrating a proven track record across commercial, gamification, and retention strategies, technical domains, and data, coupled with leadership experience and hands-on involvement, will be considered for the Senior Manager role.