Customer Success Manager guiding onboarding processes for clients at ApprovalMax. Focusing on relationship management, metrics monitoring, and collaboration for customer growth in Brisbane.
About the role
- Senior CRM Manager responsible for CRM strategies and customer retention at Crypto.com, collaborating across marketing, product, and technical teams.
Responsibilities
- Design and implement data-driven customer lifecycle strategies, including innovative gamification approaches, to drive activation, retention, upsell, cross-sell, and churn management for Crypto.com’s products. Strong candidates must demonstrate a proven record of implementing end-to-end gamification strategies and delivering measurable results.
- Work closely with marketing, product, technical, and creative teams to deliver impactful and aligned CRM campaigns that resonate with users and drive business growth.
- Map and continuously improve customer journeys, ensuring seamless funnel conversion, enhanced user experiences, and increased engagement across all touchpoints.
- Focus on achieving and exceeding key performance indicators, including DAU/MAU, ARPU, retention, and conversion rates, by leveraging data-driven insights and innovative CRM approaches.
- Lead A/B testing initiatives to evaluate campaign effectiveness, analyze results, and refine strategies to maximize performance and ROI.
- Take full ownership of campaign execution, from ideation to delivery, ensuring high-quality outcomes that align with the organization’s goals.
- Leverage AI/ML technologies to enhance targeting, segmentation, and predictive modeling, delivering hyper-personalized and real-time customer engagement.
- Drive customer engagement and loyalty through gamification strategies, crafting innovative experiences that encourage participation and long-term retention.
- Prepare actionable insights and intuitive dashboards using data visualization tools to track and report CRM campaign performance, enabling data-driven decision-making.
- Automate repetitive tasks, workflows, and engagement mechanisms to improve operational efficiency and scalability, ensuring faster execution and better outcomes.
- Partner with data engineering and MarTech teams to ensure CRM data pipelines, customer data lakes, and CDP workflows are accurate, up-to-date, and optimized for performance.
- Market Awareness: Stay informed on crypto market trends, Web3 advancements, and evolving customer behaviors to refine CRM strategies and maintain a competitive edge.
- Exhibit a must-do attitude by identifying challenges early and implementing solutions to ensure campaigns are delivered on time and with accuracy.
Requirements
- 8years+ experience in online retention marketing with gamification and loyalty programs
- Data Driven professional
- Experience working with multiple departments
- Exposed / used CDP platforms, API integration, dynamic personalization, localization powered by AI/ML, and real-time engagement are highly preferred.
- Candidates with a proven track record of delivering results across commercial, gamification and retention strategy, technical, and data domains—coupled with leadership experience and a hands-on approach—will be considered for the Senior Manager position.
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