Customer Success Director managing the SalesCloser.ai Customer Success Team in Vancouver. Responsible for customer lifecycle, KPI management, team leadership, and cross - functional collaboration.
About the role
- Junior CRM Manager for BlaBlaCar Daily managing CRM initiatives and strategies. Collaborating with various teams to drive user engagement and feature adoption through CRM programs.
Responsibilities
- Own the strategy for automated CRM programs, defining which segments, lifecycle stages, and channels to prioritize to meet ambitious targets (e.g., +10% passenger (PAX) growth, improved retention).
- Drive the execution of key CRM initiatives: revitalize existing programs (e.g., activation), create a crucial missing retention program, and support the launch and adoption of new features and products (e.g., Carpool lines and White Label solutions).
- Translate business and product needs into clear, actionable CRM programs.
- Manage both ad-hoc and automated campaigns at national and local levels.
- Execute CRM automated programs end-to-end in coordination with the Product team: from conception and setup to launch, measurement, and optimization.
- Implement campaigns using our cross-channel platform, Braze (email, push notifications, in-product messaging).
- Create, review, and edit content for new programs and lead the creative process in coordination with designers.
- Use data-driven insights to understand customer needs and deliver personalized communications and content that drive frequent usage and retention.
- Analyze CRM results and share actionable insights with key stakeholders.
- Proactively communicate progress and outcomes to ensure CRM programs align with and amplify our business execution velocity.
Requirements
- Strong academic background; degrees in business, management, or related fields preferred.
- 1–3 years of experience in CRM, Marketing, or Product (including internships).
- Highly detail-oriented and able to manage multiple tasks simultaneously.
- Comfortable with change: able to step back, prioritize, and focus on high-value tasks.
- Strong data and analytical skills with a results-driven, impact-oriented mindset.
- Excellent communication skills; humble and collaborative, with a willingness to share and learn from others.
- Able to engage in technical discussions with engineering teams while consistently considering business objectives.
- Creative, out-of-the-box thinker who can turn ideas into testable increments and accelerate turning bets into business and usage outcomes.
- A tools-oriented mindset is a strong plus to master and leverage capabilities offered by Braze (or similar tools).
- Proactively uses AI tools to boost productivity and streamline workflows; using AI to serve business objectives and improve end-user experience is a strong plus.
- Fluency in English and French.
Benefits
- Hybrid work: 2–3 days per week in the office.
- 4 additional weeks on top of legal maternity/paternity leave.
- 50% healthcare coverage (Alan).
- Financial support for home office equipment.
- Minimum 25 days of holiday per year.
- Local meal plan (Swile card).
- 50% transportation reimbursement (Forfait Mobilité Durable).
- Free unlimited carpooling and bus rides.
- Personal growth through training, mentorship, and internal mobility programs.
- Employee stock ownership plan.
- Regular team-building events.
- 1 day off per year to test our product.
Job title
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