Overview:

CRM at Paysend means ensuring that we develop the best global and regional lifecycle communications and keep pace with demand from other sides of the organisation.

The CRM manager always thinks about the data first and helps to develop and implement the customer-centered strategy for our own marketing channels. To do this, they utilise CRM insights, technologies and best practises. They work closely with many teams, including the product team, customer service, developers, translators and the design team. You are someone who is a self-starter and driven, eager to see the results after the campaign launches; you are excited about new technologies, ideas, campaigns. You will lead meetings for projects assigned to you and share with wider teams to walk through data learnt from campaigns and hypotheses to inform the decisions making.

The role

• Development of a multi-touch point, multi-channel communications strategy, spanning emails, push notifications, in-app messaging, and SMS.
• Responsible for communications calendar management, deliverability and reporting.
• Analyse campaign performance and use the data to identify and implement opportunities to increase engagement and conversion rates at all stages of the customer lifecycle.
• End-to-end planning, development and execution of large-scale campaigns covering the entire life cycle.
• Plan, execute and optimise daily, monthly and quarterly schedule of CRM campaigns, coordinating content, creative and copywriting with the product team ensuring messages are targeted at relevant customer segments.
• Follow and continue optimising the internal QA process to ensure consistency and accuracy in campaign send-outs.
• Strong analytical skills to analyse CRM data to identify trends, insights and opportunities for improvement to enhance customer engagement and retention
• Liaise with local teams to support regional priorities, as well as partnership and media monetisation teams to support advertising in CRM calendar 
• Work closely with product and development  teams to improve the opt-in rate across all different communication channels
• Conduct regular research on competitors to identify industry trends and innovations. Implement findings to stay ahead of the curve and enhance the effectiveness of CRM strategies within the Area.

About you

• You enjoy working in a fast-paced, dynamic environment with changing priorities and competing demands.ls. B2C and or e-commerce environment is a must
• Independent and impact-orientated: You like to take responsibility for projects
• Technically adept with a creative eye. You know your way around technical issues, but your main focus is on how you communicate and what message you send to our customers.
• You are a quick learner and a problem solver with a strong analytical mind. You want to learn and improve the customer experience and conversion
• Hand-on experience of AB testing from coming up hypothesis, craft the AB testing and providing analytics insights 
• Comfortable in presenting to senior stakeholders and using data insights to explain the outcomes and decisions making 
• Exceptionally organised, detailed-oriented and able to manage multiple priorities in a fast-paced environment 
• Great knowledge of GDPR and other regulations governing customer data privacy and protection