Senior/ CRM Manager, Retention & Gamification
A dynamic company is in need of a talented and motivated individual to join their Global CRM team as a Senior CRM Manager. Reporting to the Global CRM Director, this role is crucial in devising innovative CRM strategies driven by data to enhance customer retention, loyalty, and monetization within the Web3 and cryptocurrency ecosystem.
The ideal candidate should possess exceptional collaboration skills, a proactive attitude, and a hands-on approach to problem-solving. They should excel in a fast-paced environment and have a proven track record in implementing successful strategies related to retention, win-back initiatives, lifecycle management, and gamification.
The role will involve close collaboration with various teams such as marketing, product development, and creative departments to create and implement seamless customer experiences. Proficiency in CRM platforms, campaign optimization, data analytics, AI/ML-based personalization, gamified customer engagement, and blockchain-driven retention strategies is essential for this position.
Responsibilities
- Develop and execute data-driven strategies for customer lifecycles, including creative gamification techniques, to improve activation, retention, upselling, cross-selling, and churn management.
- Collaborate with cross-functional teams to design and implement CRM campaigns aligned with business objectives and user preferences.
- Continuously map and optimize customer journeys to ensure smooth conversions, enhanced user interactions, and increased engagement across all touchpoints.
- Focus on achieving and surpassing key performance indicators by leveraging data-driven insights and innovative CRM methods.
- Lead A/B testing efforts to assess campaign effectiveness and refine strategies for maximum performance.
- Manage end-to-end campaign execution, ensuring high-quality outcomes consistent with organizational goals.
- Utilize AI/ML technologies to enhance targeting, segmentation, and predictive modeling for personalized and real-time customer interactions.
- Drive customer engagement and loyalty through innovative gamification strategies.
- Generate actionable insights and intuitive dashboards to monitor and report on CRM campaign performance.
- Automate repetitive tasks and workflows to improve operational efficiency and scalability.
- Collaborate with data engineering and MarTech teams to optimize CRM data pipelines and customer data workflows.
- Stay updated on market trends and customer behavior to adapt CRM strategies accordingly.
- Address challenges proactively to ensure timely and accurate campaign deliveries.
Requirements
- Over 8 years of experience in online retention marketing with expertise in gamification and loyalty programs.
- Strong data-driven approach.
- Experience collaborating with multiple departments.
- Exposure to CDP platforms, API integration, dynamic personalization, AI/ML-powered localization, and real-time engagement is preferred.
- Candidates with a proven track record across different domains and leadership experience will be considered for the Senior Manager position.
