CRM Director

Summary

Join Crypto.com as our dynamic CRM Director to lead GTM strategies focused on maximizing user engagement and loyalty. You will leverage your expertise in CRM, localization, and personalization, utilizing data-driven machine learning techniques for customer journey mapping and lifecycle management. This role demands a deep understanding of customer needs and strong business acumen to translate insights into actionable strategies. You will lead a high-performing CRM team, develop automated lifecycle strategies, and collaborate across departments for seamless customer experiences. Success requires strong analytical skills, proficiency in CRM software, and excellent communication. Crypto.com offers a supportive and flexible work environment with various benefits.

Requirements

• Bachelor’s degree in Marketing, Business Administration, Computer Science, or a related field
• 8+ years in CRM, digital marketing, or CRM software administration, with at least 3 years of team leadership experience and a proven track record of developing and implementing successful strategies that drive revenue and retention growth
• Strong leadership and hands-on management capabilities, with experience in building and developing high-performing teams in a dynamic, fast-paced environment
• Familiarity with the latest CRM trends and technologies
• Strong analytical abilities with proficiency in CRM software, Business Intelligence tools, and Customer Data Platforms (CDP)
• Excellent communication and presentation skills, capable of conveying complex ideas and strategies effectively to senior leadership and cross-functional teams
• A strategic thinker with the ability to develop and execute innovative, data-driven CRM strategies that align with business objectives and targets
• Enthusiastic about cryptocurrency, Web 3.0 projects, and emerging technologies

Responsibilities

• Lead and mentor a high-performing team of CRMs, fostering a culture of collaboration, accountability, and high performance
• Establish and execute comprehensive and automated lifecycle CRM strategies that effectively guide customers through their pre or post-purchase journey at scale
• Develop customer journey frameworks and maps to inform lifecycle strategies and ensure cross-functional alignment
• Partner with product, marketing, legal, compliance, data engineering, content team, CS as well as vendors to create seamless customer experiences and effective handoffs
• Create a motivational workplace environment that encourages continuous learning, innovation, and open communication
• Lead the development of creative strategies and executions for customer engagement and retention
• Design and implement user growth strategies that optimize the conversion and retention funnel, enhancing both the quality and quantity of user loyalty and conversions
• Own the execution of personalized email and push notification campaigns, optimizing each touchpoint for maximum engagement and conversion
• Lead the development of sophisticated segmentation strategies to deliver targeted and personalized CRM messages across channels
• Oversee the optimization of multi-channel CRM campaigns to drive business impact and align with organizational objectives
• Analyze and report on campaign performance and customer engagement, using data to refine strategies and improve ROI
• Work with vendors and Analytics teams to generate insights, formulate strategic roadmaps and drive continuous improvements in lifecycle CRM efforts

Preferred Qualifications

• Experience with AI technology
• Technical skills in SQL, ETL process, Python, Machine Learning, Data modeling, HTML, and CSS

Benefits

• Competitive salary
• Attractive annual leave entitlement including: birthday, work anniversary
• Flexi-work hour and hybrid or remote set-up
• Our internal mobility program can offer employees a diverse scope
• Crypto.com visa card provided upon joining