CRM Manager

As part of the Marketing Acquisition team, this person will lead the CRM and retention strategy for BitMEX retail business. In your supervisory position you are responsible for developing and implementing onboarding and retention user journeys, managing resources, and interact with other central teams. You are a very organized, structured person, with strong working experience as main responsible for CRM and retention with a track record of successful projects and campaigns. Experience working in eCommerce, Gaming, Trading, or crypto related companies is highly advantageous.

Responsibilities
The CRM Manager will be responsible for

• Building a strategy to deliver the best loyalty offering in the industry to our customers, ensuring alignment with our business strategy
• Setup automatic cycles for new and existing users, introducing Net Promoter Score and satisfaction surveys
• Review and improve the current loyalty scheme and offers
• Scout for the best third-party vendors and tools to deliver the strategy, briefing the business needs, discussing the commercials, and coordinating the integration in liaise with BitMEX product team
• Implementing, monitoring, and optimising our loyalty program across all markets where we operate, including launching in new markets
• Ensuring that all assigned projects are run, detailed, and executed to a high quality, handling stakeholder requirements effectively.
• Monitoring the progress and conclusions of Analytics ensuring results feed into CRM decision making.
• Alignment and co-ordination with all the internal stakeholders, both in Marketing and other teams in the wider BitMEX organization
• Give feedback on the Product and Platform developments needed to increase customers conversions and retention rates, increasing ARPU and give the
• Implementing CRM campaigns in response to regulatory changes or market condition changes in the markets in which we operate
• Manage a team of CRM experts and expand the team over time based on business needs

Skills And Capabilities

• Excellent knowledge and understanding of CRM and retention platforms, best practices and KPIs
• Demonstrable ability to identify and change key business processes in order to improve the quality and impact of CRM.
• Strong management qualities and a proven ability to motivate and influence people to deliver results.
• Strong analytical / reporting skills with the ability to make data-justified business decisions.
• Experience in managing initiatives across multiple markets and languages
• Experience working in markets subject to changing regulatory conditions
• Strong communication skills with the ability to be able to communicate effectively with all levels within the business.
• Strong interpersonal skills with the ability to build relationships across departments.