MI
Mercari, Inc.Senior CRM Specialist
Senior CRM Specialist managing CRM initiatives for Mercari's product offerings including Merpay and Mercoin. Leading strategy and project execution for optimizing customer experiences.
About the role
- Deliver an excellent experience for our Auror user community, supporting store teams, field loss prevention, and police users
- Respond to questions via in-app chat, email, and phone, providing timely and practical support
- Maintain data quality in the Auror platform by keeping profiles, comments, and information up to date
- Work with our Engineering team to troubleshoot access or technical issues and keep users connected
- Own key processes that help our users succeed, including guiding them on platform usage and best practices
- Support the Customer Success team in driving outcomes for customers through proactive, user-focused engagement
- Keep our Help Center, chatbots, and response materials updated with the latest product releases
- Create helpful resources like best practice guides, Help Center articles, and ongoing training materials for end users
- Review platform usage to identify wins, trends, and opportunities, and share insights with both customers and the team
- Recognise and encourage Auror Champions who can help drive adoption in their stores and regions
- Work closely with the Customer Success and Retail Partnerships teams to share insights and opportunities that contribute to mutual success
- Assist with training sessions, new user setup, and general team support
Requirements
- Previous experience in a customer success or other customer-facing role, with a proven ability to deliver excellent service and results
- Highly proactive in your approach — you anticipate needs, take initiative, and look for ways to add value without being asked
- Strong problem-solving skills and a natural ability to connect with both technology and people — you approach challenges with curiosity and develop clear, structured solutions
- Exceptional communication and active listening skills across all channels — whether in person, over the phone, through chat, video calls, or in written guides and documentation
- A collaborative team player who thrives in a fast-paced, dynamic environment, maintaining a high level of quality and attention to detail in everything you do
Benefits
- Competitive salary range: Depending on the level of experience, £40,000 - £49,000 (IC2)
- Employee share scheme: You’ll own part of a company making a real difference!
- Flexibility: We are hard-working and outcome-focused, but recognise there is more to life than work. We promote a healthy work/life blend.
- Shorter Work Weeks: Everyone gets Friday afternoons off, so you can start your weekend early, and do more of whatever it is that makes you happy.
- Mental and physical health: We understand the importance of both mental and physical health and have policies in place to support them, including Wellness Days (days that can be taken for any reason, not just when you’re sick or unwell).
- Private Medical Insurance: Auror covers the cost of your plan membership with Vitality, where you will also enjoy the benefits of their Vitality Programme for health and wellbeing.
- Family-friendly: We offer comprehensive parental leave and benefits for both primary and non-primary caregivers.
- Personal development: We support our team in participating in courses, conferences, or events that will help them remain relentless in their pursuit of improvement.
- Team connection: We have regular team lunches and social events, where most (if not all) activities take place during work hours.
- Making an impact: You’ll work to solve interesting problems and help us keep communities safe.
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