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Global Head of CRM

Description

Ongoing tracking & reporting on the retention rates of monthly cohorts.
Manage an ongoing campaign calendar clearly demonstrating upcoming comms being sent to customers.
Regularly report to stakeholders across the business with the key detail around progression of our KPIs.
Work closely with the Global Head of Acquisition to provide context on client quality in respect to retention behaviors.
Lead the roadmap for the function, with the aim to deliver a sophisticated and best in class CRM program.
Work with vendors to ensure we’re making best use of our tech-stack.
Work closely with the Global Head of Brand to ensure our brand identity resonates throughout our comms (both in terms of content & design).
Ensure we’re closely monitoring market updates to allow for reactive broadcasts sent to clients with up to date information.
Deliver targeted CRM marketing across Email, SMS and Push - using data & insights to drive revenue.
Define a customer’s comms journey from onboarding through to lifetime based on their behaviors.
Developing a testing framework to help inform content & segmentation briefs, along with a clear measurement strategy to ensure accuracy when obtaining results.

Responsibilities

5+ years’ CRM experience (with 2+ years’ experience in the FX and CFD sector), with a demonstrable track record of meeting and/or exceeding retention KPIs and targets.
Experience at a multi-platform broker is a plus.
Natural communicator.
Experience working with any of the leading CRM & email software (Salesforce, Customer.io), an added bonus would be experience working in conjunction with a CDP (Segment).
Experience in developing & continuously evolving customer segmentation.
Excellent attention to detail.
Effectively able to delegate tasks whilst ensuring high priority projects are delivered.
Never satisfied with the status quo with natural hunger to push the boundaries across existing processes, frameworks & setups to continuously advance our offering.
Proven track record of managing external and internal stakeholders to predefined customer retention objectives and KPIs.
Experience working in a high-pace, demanding environment with ambitious growth targets and tight deadlines. Experience in multitasking is a must.
Absolute fluency in English. Additional languages are a strong plus.
Self-starter with a get it done attitude & the ability to manage projects independently from the planning stage through to launch.
Exceptional strategic and KPIs delivery skills and ability to see outside the box.
Excellent analytical skills with the ability to provide context to performance metrics.
Experience in working to achieve & exceed commercial targets.
Enthusiastic, a team player, communicator and presenter.
Ambitious and hungry for growth and development.
Brilliant stakeholder management.
Experience in leading projects on behalf of the retention team.
Strong ability to multitask and work on multiple demanding projects simultaneously.
First class presentation and communication skills.
Brilliant stakeholder management.
Strong decision maker with the ability to articulate the rationale behind decisions.

Hard Skills

Customer relationship manager (CRM)
Marketing research
Client management
Cross-functional collaboration
Performance reviews
Business planning
Product roadmapping
Business analysis
Timelines
Deliverable management
Scheduling
Meeting minutes
Ability to use project management software
Advanced language knowledge
Advanced writing skills

Soft Skills

Skilling

View profile

Main info
Language English
Experience level Mid Level
Job type Full Time
Salary negotiable
CountryMalta

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We offer

Modern FinTech startup environment in a sunny climate.
Team lunches, drinks, snacks and group events.
Collaboration! Complete support from your teammates across all departments and a real "get it done" attitude for our customers.
Clean and modern, a spacious working environment.
Medical cover.
25 days holiday and flexible policy to balance your life with work.

Global Head of CRM

Description

Ongoing tracking & reporting on the retention rates of monthly cohorts.

Manage an ongoing campaign calendar clearly demonstrating upcoming comms being sent to customers.

Regularly report to stakeholders across the business with the key detail around progression of our KPIs.

Work closely with the Global Head of Acquisition to provide context on client quality in respect to retention behaviors.

Lead the roadmap for the function, with the aim to deliver a sophisticated and best in class CRM program.

Work with vendors to ensure we’re making best use of our tech-stack.

Work closely with the Global Head of Brand to ensure our brand identity resonates throughout our comms (both in terms of content & design).

Ensure we’re closely monitoring market updates to allow for reactive broadcasts sent to clients with up to date information.

Deliver targeted CRM marketing across Email, SMS and Push - using data & insights to drive revenue.

Define a customer’s comms journey from onboarding through to lifetime based on their behaviors.

Developing a testing framework to help inform content & segmentation briefs, along with a clear measurement strategy to ensure accuracy when obtaining results.

Responsibilities

5+ years’ CRM experience (with 2+ years’ experience in the FX and CFD sector), with a demonstrable track record of meeting and/or exceeding retention KPIs and targets.

Experience at a multi-platform broker is a plus.

Natural communicator.

Experience working with any of the leading CRM & email software (Salesforce, Customer.io), an added bonus would be experience working in conjunction with a CDP (Segment).

Experience in developing & continuously evolving customer segmentation.

Excellent attention to detail.

Effectively able to delegate tasks whilst ensuring high priority projects are delivered.

Never satisfied with the status quo with natural hunger to push the boundaries across existing processes, frameworks & setups to continuously advance our offering.

Proven track record of managing external and internal stakeholders to predefined customer retention objectives and KPIs.

Experience working in a high-pace, demanding environment with ambitious growth targets and tight deadlines. Experience in multitasking is a must.

Absolute fluency in English. Additional languages are a strong plus.

Self-starter with a get it done attitude & the ability to manage projects independently from the planning stage through to launch.

Exceptional strategic and KPIs delivery skills and ability to see outside the box.

Excellent analytical skills with the ability to provide context to performance metrics.

Experience in working to achieve & exceed commercial targets.

Enthusiastic, a team player, communicator and presenter.

Ambitious and hungry for growth and development.

Brilliant stakeholder management.

Experience in leading projects on behalf of the retention team.

Strong ability to multitask and work on multiple demanding projects simultaneously.

First class presentation and communication skills.

Brilliant stakeholder management.

Strong decision maker with the ability to articulate the rationale behind decisions.

Hard Skills

Soft Skills

We offer

Modern FinTech startup environment in a sunny climate.

Team lunches, drinks, snacks and group events.

Collaboration! Complete support from your teammates across all departments and a real "get it done" attitude for our customers.

Clean and modern, a spacious working environment.

Medical cover.

25 days holiday and flexible policy to balance your life with work.