Our client are looking for an experienced CRM Director to join their growing successful start-up company in Tallinn, Estonia. They are looking for someone with a great track record of successfully managing team, awesome CRM skills and someone with extensive experience from the online gaming industry.
Provide the vision for how to incorporate automation into CRM to cater for a large number of brands with an efficient use of resources.
Ability to coordinate with customer acquisition, customer support, product experts and technology development teams to provide guidance on how to maximise current and prospective customer relationships through the use of the CRM.
Ensure the CRM provides an effective sales funnel and efficient sales process.
Analysis of the current CRM and ensuring it’s fit for purpose and the goals of the organisation.
Define requirements for effective use of the CRM and its infrastructure, incorporating latest applicable industry technology and tactics.
Ensure the CRM is customer focused and working to maximise customer value through enhanced customer experiences.
Working with external agencies and suppliers to ensure the successful delivery of the CRM plan.
Holistic ownership of planning, managing and delivering multi-channel, digital CRM marketing campaigns.
Structuring of complex retention, re-engagement campaigns and data / audience segmentation to enable real-time, tailored and relevant marketing messages to customers.
Ensure return on investment through KPI’s and performance metrics.
Championing and driving through necessary CRM changes ensuring full buy in from all stakeholders in the business.
Devising loyalty and referral programs, including gamification.
Management and optimisation of customer lifecycle.
Inspiring, nurturing and growing the CRM team and internal capability.
Previous experience in similar Head of CRM/CRM Director role.
Excellent technical knowledge of CRM and analytical systems.
Must have a strong commercial outlook and the ability to manage project delivery through internal and external stakeholders.
Excellent understanding of CRM principles in a B2B and B2C environment.
Experience in managing and growing a team.
Experience with real-time CRM systems is a plus.
Experience from building a CRM system from scratch would be an advantage.