CRM Manager

hace 2 semanas

Barcelona, España Glovo A tiempo completo

**About Glovo**:
We're a Barcelona-based startup and the fastest-growing delivery player in Europe, Africa, and Western Asia. With food at the core of the business, Glovo delivers any product within your city at any time of day.

At Glovo, you'll have the job of your life while working together towards our shared vision to give everyone easy access to anything in their city. We welcome top performers that will bring new ideas, diverse perspectives, and provide you the opportunities and freedom to grow and make a real impact on millions of livesall while having fun

We believe that diversity adds incredible value to our teams, our products, and our culture. We know that the best ideas and solutions come by bringing together people from all over the world and by fostering a culture of inclusion where everyone feels heard and has the chance to make a real impact. It's because of this that we are committed to providing equal opportunities to talent from all backgrounds.

**Your work-life opportunity**:
One of the key actors of the platform is the riders, Glovers as we like to call them. They are the core of the supply department, and one of the three pillars of our platform, along with Partners and Customers. We are looking for an experienced CRM Manager to join our Barcelona HQ. Working in Global Supply Operations
_, _you will need to collaborate with other Global, Regional and Local teams. You will work very closely with the Glover Experience, Cash, RTO (Real-Time Operations), Operations Excellence, and Product Teams.You will be managing a team of CRM Specialists, in charge of a team taking operational metrics as input, and finding creative ways of impacting Glovers. You will be in charge of developing a Global CRM strategy in order to improve Operational Metrics, with a strong accent on always having the Couriers in mind, ensuring they get the best experience out of the platform. We want someone who thinks big Someone who can have conversations with the Product Team, and work hand in hand to provide a coherent courier experience inside and outside of the Courier App.You will need to find scalable ways to automate tasks, in a way that they can remain adaptable to local needs and practices while minimizing manual work. This role will require a strong knowledge of CRM tools, Analytics and an ability to think outside of the box when normal methods don't work to complete a task.

**Be a part of a team where you will**:

- Define a vision for the Courier LifeCycle
- Use communications to move operational metrics and improve customer experience
- Use communications to improve courier experience and retention
- Run reports, analysis, and provide visibility to local, regional, and global teams on CRM metrics, as well as Dos and Don'ts
- Define communication channels ensuring we use the best platform for the right message at the right time
- Implement new ways and processes to increase courier engagement: anything is possible, from gamification to loyalty programs, the world is your oyster
- Engage, teach and educate local and regional teams, in order to ensure coherent messaging
- Work on MVPs using the team's technical abilities, in order to prove the need for future app implementation
- Define robust, low-friction tools used by local teams to accomplish their goals
- Find technological solutions to carry out your projects, whether those solutions have been implemented already or not
- Run A/B Tests fast and smartly to get new insights
- Work closely with the Global Glover Experience team, to ensure that comms respect Glovers and Brand Guidelines
- Contribute towards the continuous improvement of Glover's life cycle through out-of-the-box thinking
- Actively collaborate with your colleagues and learn from each other in a supportive environment that allows you to grow, develop and make a difference

**You have**:

- Experience in managing a team of direct reports as well indirect local representation
- Great ability to convince and provide change management
- Experience with any CRM tool, preferably Mobile CRM such as Braze, Selligent, Salesforce, etc
- No fear of getting your hands dirty, and building tools, reports, and campaigns yourself if needed
- Fast-learning skills and thirst for knowledge
- Creativity and self-starter attitude with a constructive critical thinking
- Proven track record of devising and delivering successful automation using Zapier, Google Scripts, or any other tool
- Ability to adapt in an ever-changing environment - balancing intense attention to detail with swift turnaround while working in a collaborative, positive manner
- An empathetic, inclusive and curious attitude

**Nice-to-haves**:
- Experience working with code (SQL, Javascript, Python, etc.) is highly desirable

**Experience our Glovo Life benefits**:
- Enticing equity plan (if applicable)- Top-notch private health insurance- Monthly Glovo credit to spend on our restaurant products and zero delivery fee on all Glovo orders- D

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