Role Summary:

Within the Consumer Marketing Team, you will be responsible for the whole CRM strategy and implementation on our key channels - emails, push, in-app. You will cover all stages of the customer journey: conversion, engagement, retention of our customers, in collaboration with the content, product and design teams. Your objective: improving all the performances on this customer journey and the experience of our products for our clients.

Duties & Responsibilities:

Global CRM Strategy

• Develop and plan the global CRM strategy for our BtoC business.
• Drive the planning & implementation of all CRM activities, ensuring coordination with key stakeholders within marketing; product; design teams.

Animation Plan

• Build the CRM animation plan, based on recommendations and products / market activities.
• Plan all the campaigns in our campaign tool.

Customer Lifecycle

• Analyse and identify areas of improvement in the user lifecycle.
• Identify, size and quantify opportunities to develop new innovative automated CRM programs to drive additional value to add for our customers.

Customer Data

• Ensure database quality.
• Use data to better understand our users and enhance automations, targeting, segmentations.
• Manage and improve our users' segmentation.

Analysis & Reports

• Follow up performances of all campaigns - create reports & recommendations
• Build and drive test and learn programs to develop & optimise e-CRM best practices

Referral Program

• Build our next referral program strategy - from idea to implementation - with the objective to increase engagement and conversions.

Undertaking any other such duties as may be reasonably required by the role.

Qualifications, Skills & Experience:

• Extensive previous CRM experience building campaigns, automations and business recommendations is essential.
• Excellent written and oral communication skills, in both French and English is essential.
• Strong analytical skills with ability to manage data visualisation tools & reporting is essential. Previous proven experience turning data into actionable tasks is desirable.
• Ability to coordinate with multiple stakeholders and projects is essential.
• Previous experience working in rapidly evolving organisations is an advantage.
• Interested by crypto, web 3 and decentralised finance is desirable.