Company
Our client is a cryptocurrency exchange that started back in 2016. Trading volume of billions of dollars a day with a mission of becoming the world’s largest regulated crypto derivatives exchange. Looking for a Customer Relations manager to lead the CRM and retention strategy and execution. Responsible for developing and implementing onboarding and retention user journeys, managing resources, and interact with other central teams.
Key Responsibilities
- Building a gamification strategy to deliver the best loyalty offering in the industry
- Setup automatic user journeys for new and existing users
- Execute and prepare offers and contents to regain inactive customers
- Help integrating our e-mail marketing automation system (Optimove)
- Implementing and optimising our loyalty program connected to our token
- Review and improve the current loyalty scheme and offers
- Scout for the best third-party vendors and tools to deliver the strategy, briefing the business needs, discussing the commercials, and coordinating the integration
- Introducing Net Promoter Score and satisfaction surveys
- Ensuring that all assigned projects are run, detailed, and executed to a high quality, handling stakeholder requirements effectively.
- Monitoring the progress of Analytics ensuring results feed into CRM decision making
- Alignment and coordination with all the internal stakeholders, both in Marketing and other teams in the organization
- Give feedback on the Product and Platform developments needed to increase customers conversions and retention rates, increasing ARPU
- Implementing CRM campaigns in response to regulatory changes or market condition changes in the markets in which we operate
Requirements
- Excellent knowledge and understanding of CRM and retention platforms, best practices and KPIs (welcome the knowledge of Optimove solutions)
- Demonstrable ability to identify and change key business processes in order to improve the quality and impact of CRM
- Strong hands on experience in the CRM journey
- Strong analytical / reporting skills with the ability to make data-justified decisions
- Experience in managing initiatives across multiple markets and languages
- Experience working in markets subject to changing regulatory conditions
- Strong communication skills with all levels within the business.