Head of CRM operations

Head of CRM operations


  • Tallinn, Estonia


Our client, a growing company focused on the use of data to benefit e-commerce operations. The Data Scientists provides decision making assistance and models to improve operational efficiency and customer experience. The Analytics team to provide insights on specific topics. The Business Intelligence team makes information accessible. Together with the right technology, they deliver the foundation for highly automated and effective CRM solutions.


The Head of CRM Operations manages the teams that oversee the production, configuration and execution of multichannel CRM campaigns in an effort to improve time on site and foster the active participation of our customers.


Responsibilities:

  • Manage the teams which operate the CRM tools required to configure, deploy and maintain multichannel CRM campaigns;

  • Assist the Planning team with their campaign plans to help determine targeting, strategies, campaign priorities, and strategic evolution;

  • Actively initiate and participate in the establishment and optimization of cross-function CRM processes and workflows;

  • Be a subject matter expert, drive recommendations and work closely with our business partners on CRM best practices to determine the efficacy of and optimise bonus mechanics and communication channels during the implementation and live phases. 

  • Be proactive and flexible on a day-to-day level, and be able to work in fast-paced environment subject to short notice changes/updates; 

  • Work with the platform development and analytics teams to develop an in-depth understanding of player behaviors and campaign responsiveness; 

  • Own, Validate and ensure the quality of all campaigns before they are released.

  • Ensure the highest level of deliverability for each channel. 

  • Take ownership of all operational aspects of automated lifecycle journeys, continually updating and optimising them in accordance with the business’s priorities.

  • Support the production of general ad-hoc marketing activities as and when required. 

  • Develop testing strategies for all aspects of the CRM using Solitics, Salesforce and/or any other CRM tool to ensure the most effective approach for the company and its products. 

  • Manage all CRM platform structures to ensure seamless CRM communications delivery throughout the customer lifecycle.

 

Requirements: 

  • Previous experience in a similar role.

  • Excellent technical knowledge of CRM and analytical systems. 

  • Strong analyzing and reporting skills. 

  • Strong leadership skills – experience in managing and growing teams. 

  • Experience working with 3rd party suppliers and fostering positive business relationships. 

  • Experience and proven examples developing CRM processes. 

  • Strong project management skills with the ability to manage, implement and analyze a wide range of initiatives in a fast-paced environment. 

  • Strong analytical skills – open to testing new ideas and working towards validating results. 

  • Strong interest in using data to drive insights to build a strategy that ultimately solves a business problem. 

 

Benefits:

  • Work in a relaxed, exciting and fun international English-speaking environment.

  • Working in an awesome brand new office in Tallinn.

  •  Different company and team events.

  • Opportunity to learn and develop.

  • A competitive salary based on experience and motivation package.

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