We are seeking a visionary Sr. CRM & Retention Manager to take our retention efforts to the next level. As a hyper-growth subscription service, retention and CRM are essential to our continuous growth. By understanding our global member base you will be playing a key role in improving the member lifetime value by continuously improving the overall member experience through CRM efforts. 

 In collaboration with the Director of Growth, you will be running the CRM & retention team ensuring that we understand our member needs across the entire marketing funnel. You will devise and manage CRM strategies and campaigns working with the local teams and cross-functionally with the supportive teams (Creative, Product & BI). Ultimately, we want you to increase member lifetime value and achieve business goals by building a customer-oriented company.

Responsibilities: 

• Build and manage the global CRM & Retention team in collaboration with the Director of Growth

• Plan and deliver the global CRM & Retention strategy; create a playbook with particular focus on churn prevention and winback to maximize customer lifetime value 

• Develop and execute the global email strategy across all customer touchpoints

• Implement and own the new CRM platform (e.g. marketing automation, data integrations, data structure) 

• Strategize and execute the direct communication with members along the entire customer journey 

• Oversee direct communication with members along the entire customer journey 

• Work with BI & Product to ensure customer data availability and integration of automated customer segmentation, reporting and maximize commercial opportunities

• Develop strategies for global and local CRM & Retention testing; driving execution of the most effective approach to customer relations

• Ensure global documentation of all experiments, tests and optimizations

Requirements: 

• 5+ years of marketing experience working directly with CRM & retention

• Proven track record of successfully developed and executed CRM & retention strategies 

• Strong knowledge in leading the implementation of complex CRM solutions from A-Z

• Experience driving a CRM team forward through disciplined execution of various growth principles

• Experience with ESP systems, Data Warehouses, Analytic Platforms, and Marketing Tools

• Technical proficiency and knowledge of CRM database solutions, loyalty platforms, campaign management platforms

• Extensive experience in analyzing and segmenting behavioral customer data to identify relevant customer segments to work with

• Strong strategic grounding in order to understand the need for a robust CRM architecture and be able to challenge this from a product and growth perspective.

• Ability to manage and coordinate demanding and critical cross-team strategies effectively

• Accustomed to working in a highly complex environment with many demanding and expectant stakeholders

• Strong business acumen and an in-depth understanding of CRM (technically as well as strategically) 

Benefits:

• Flexible work hours

• Remote work policy

• Monthly Goodiebox

• Free Gym

• Daily lunch, dinner, snacks and drinks when at the office

• Hardware of your choice