CRM Manager

SUMMARY:

POSITION INFO:

• Design, develop, and enhance automated sign-up, KYC, account use, and experience journeys to improve conversions and customer engagement.
• Create personalized onboarding and retention campaigns that enhance user experience.
• Optimize customer lifecycle touchpoints using data-driven insights to improve activation, engagement, re-engagement and retention.
• Collaborate with product, compliance, and marketing teams to ensure smooth customer flows.

• Develop and execute targeted multi-channel campaigns across email, SMS, WhatsApp, push notifications, and pop-ups.
• Implement trigger-based automation for personalized messaging based on user behavior.
• Continuously A/B test content, timing, and channel effectiveness for optimized performance.
• Ensure all communications are aligned with brand guidelines and compliance regulations.

• Implement personalized engagement strategies based on customer segmentation and behavior analytics.
• Develop and oversee loyalty programs, promotions, acquisition and retention campaigns.
• Monitor and optimize re-engagement strategies for inactive users.
• Improve the customer experience through journey mapping, surveys, and feedback loops.

• Track and analyze CRM campaign performance, customer journey drop-offs, and conversion metrics.
• Utilize customer segmentation and behavioral analytics to refine engagement strategies.
• Generate reports on key CRM KPIs, including open rates, CTRs, conversion rates, and retention metrics.
• Recommend data-driven optimizations to increase customer LTV and reduce churn.

• Manage CRM tools and platforms to automate and personalize user journeys.
• Collaborate with IT and development teams to integrate CRM with other systems (e.g., Solitics, HubSpot, Salesforce, Braze, Clevertap, MoEngage, etc.).
• Ensure smooth data syncing between CRM, analytics, and marketing automation platforms.

• Bachelor’s degree in Marketing, Business, Data Analytics, or a related field.
• 3-5 years of experience in CRM, marketing automation, lifecycle marketing, or customer engagement.
• Experience in the Fintech, Forex, Online Betting, iGaming, or eCommerce industries is an advantage.
• Strong understanding of multi-channel CRM strategies and customer journey mapping.
• Proven track record in executing successful retention and engagement campaigns.

• Proficiency in CRM platforms (e.g., Solitics, Salesforce, HubSpot, Braze, MoEngage, Clevertap).
• Strong knowledge of email marketing, SMS, WhatsApp campaigns, and push notifications.
• Experience with A/B testing, segmentation, and behavioral analytics.
• Familiarity with Google Analytics, SQL, Power BI, or similar analytics tools is a plus.
• Understanding of compliance regulations (e.g., FSCA, GDPR, POPIA, and industry-specific guidelines).

• Strong problem-solving skills and a data-driven mindset.
• Excellent communication, copywriting, and storytelling abilities.
• Ability to work collaboratively with marketing, product, and tech teams.
• Detail-oriented, proactive, and results-driven.

• Conversion Rate Optimization (CRO): Improved sign-up and KYC completion rates.
• Engagement Rates: Increased open rates, CTRs, and response rates for campaigns.
• Retention & Reactivation: Reduced churn and increased customer LTV.
• Journey Effectiveness: Decreased drop-off rates at key touchpoints.
• ROI on CRM Campaigns: Growth in revenue from retention and upsell campaigns.

• Opportunity to own and lead CRM strategy for award winning brands.
• Work with a dynamic and innovative team in Fintech, Forex, or iGaming.
• Career growth and learning opportunities in a data-driven environment.
• A supportive but fast paced environment, built on trust, respect and growth as individuals and as a team.