CRM Manager at FintechX OU

We are looking for a strategic and data-driven CRM Manager to build and lead our CRM function from the ground up. This role will be crucial in developing customer engagement strategies, driving retention, and optimizing the customer journey through personalized communication channels. You will oversee and grow a CRM team designed to maximize user engagement and lifetime value, aligning with Kriptomat’s mission of simplifying crypto investing.

Key Responsibilities:

• CRM Strategy Development: Develop and implement the overall CRM strategy to engage, retain, and maximize the value of our user base, ensuring a customer-centric approach.
• Campaign Planning & Execution: Oversee the setup and execution of campaigns across email, push notifications, SMS, and in-app messaging, focusing on segmentation, personalization, and automation.
• Team Leadership & Development: Build and lead a high-performing CRM team, starting with foundational hires such as CRM Campaign Specialists and Data Analysts, followed by roles like Content Writers, Customer Lifecycle Specialists, and Marketing Automation Specialists.
• Customer Segmentation & Lifecycle Management: Create and refine customer segments based on behavior and lifecycle stages, ensuring tailored experiences at each point in the journey.
• Data-Driven Decision Making: Collaborate with the Data Analyst to leverage customer insights, track key metrics, and optimize campaigns to improve engagement and retention.
• Cross-Functional Collaboration: Work closely with Product, Marketing, and Customer Success teams to ensure alignment across all customer touchpoints and consistent brand messaging.
• Reporting & Insights: Monitor CRM performance metrics, generate actionable insights, and report on campaign performance to guide ongoing improvements.

Key Team Members You Will Oversee:

• CRM Campaign Specialist: Manages day-to-day campaign execution across channels, working on targeting and timing to enhance customer engagement.
• Data Analyst / CRM Analytics Specialist: Provides insights into customer behavior, helping refine segmentation and optimize campaign performance.
• Content Writer / Copywriter: Crafts engaging and brand-aligned copy for emails, SMS, and in-app messages to foster meaningful connections with our users.
• Customer Lifecycle Specialist: Develops strategies focused on onboarding, engagement, and retention, ensuring a smooth and value-driven experience for users.
• Marketing Automation Specialist: Manages automation workflows and ensures technical integration, creating scalable processes for lifecycle campaigns.

Qualifications:

• Experience: Minimum of 3 years in CRM management within the fintech industry, with experience in customer lifecycle strategies and engagement. Familiarity with Customer.io or similar CRM platforms is highly desirable.
• Data-Driven & Analytical Skills: Strong ability to analyze data, track CRM KPIs, and derive actionable insights. Experience working closely with analytics and automation tools.
• Leadership & Team Development: Proven experience building and managing a team, with the ability to inspire and develop talent.
• Customer-Centric Mindset: Deep understanding of customer needs and lifecycle stages, with a passion for creating personalized, engaging user journeys.
• Communication & Collaboration: Excellent written and verbal communication skills, with the ability to work cross-functionally in a fast-paced environment.
• Strategic Vision: Strong strategic thinking, with the ability to translate business goals into CRM initiatives that deliver results.

What We Offer:

• Innovative Environment: Work in a dynamic and rapidly growing crypto investment company that values creativity, data-driven decision-making, and customer obsession.
• Professional Growth: Opportunity to build and lead a high-impact CRM team, shaping our engagement strategies from scratch.
• International Team: Join a diverse, talented team of professionals passionate about making crypto accessible.