CRM Lead

hace 3 semanas

Barcelona, España Phiture GmbH A tiempo completo

Hi, we're Phiture — the mobile growth consultancy working with the teams behind leading apps like Adobe, Headspace, and LEGO®. We're on a mission to become the #1 company in our industry, and we need great people to make it happen.

CRM Lead (M/F/d)

We are looking for a highly-motivated, experienced CRM Specialist with an ambition to share their knowledge and support others. In this role, you will be a key leader within Phiture, responsible for managing a team of 10+ consultants and enabling them to deliver data-driven strategies for our clients' retention efforts.

As a hands-on leader you will be involved in service development through helping the Senior Consultants to shape and coordinate the overall growth strategy of each client. The role will consistently use client insights to optimize our approach to how we engage with our clients and provide insights to the Director of CRM on best ways to evolve the services.

**What to expect**:
The main tasks in this role include:

- Leading the CRM team in delivering a robust retention strategy to increase the key metrics (i.e. LTV) of our customers
- Empowering, coaching and supporting a team of CRM consultants to ensure timely and high quality service
- Working side by side with the Director of CRM and taking ownership of the team strategy and structure
- Establishing operational stability through capacity planning/monitoring/reallocation
- Driving the recruitment and (non-technical) training process in partnership with HR and senior leadership
- Solving business, HR, and operational challenges by developing efficient and effective team structure, as well as innovative strategies that improve productivity and maintain team spirit

**What you'll do**:
In partnership with the Director of CRM, Senior Consultants and other Team Leads, you will focus on 2 areas:
Leadership
- Achieve team vision and mission through leveraging team strengths, working on its weaknesses, goals setting and evaluating team performance
- Foster knowledge sharing and drive smooth cooperation within and beyond the CRM team
- Provide a safe, open and organized work environment to all team members with a right level of support by managing priorities and initiatives of your team and among stakeholders, constantly giving constructive feedback as well as promptly mitigating conflicts
- Support the team to identify and steward growth opportunities through incremental program proposals and proactive strategy recommendations
- Create a team development roadmap in collaboration with HRBP

... and Operations
- Develop a consistent measurement approach and deliver regular reporting to help improve performance and to inform investment decisions for our clients
- Working with Senior Consultants & Data Engineering to identify ways to increase automation and personalisation for our clients
- Deliver a strong onboarding strategy for the new CRM clients to reduce client churn
- Implement a test & learn approach to challenge our existing activity, identify and recommend changes, and drive on-going performance improvement
- Collaborating with Account Management & BizDev to create a reactivation strategy to win back lapsed clients
- Collaborating with Sales & Marketing to develop go-to-market strategies by region (Europe, North America, Rest of World), understanding the levers for growth across Phiture's CRM services
- Manage costs to hit the budget and improve productivity year-on-year.
- Lead the planning, procurement, configuration, management, and deployment of new technical capabilities, and for their use as accelerators to deliver incremental impact
- Stay up-to-date on industry trends and best practices to bring new ideas and approaches to the team
- Work with AI to identify ways of automating tasks and increasing efficiency

**What you bring to us**:

- Outstanding leadership and decision-making skills
- Effective, collaborative and inclusive communication style
- Extensive experience in managing Growth/CRM Operations and teams (on the client or agency side)
- Experience with a range of marketing channels within the mobile app industry
- Knowledge of the external market and the activity of competitors
- Understanding of the technical foundations of a marketing tech stack, the use of CRM channels, and experience in proactively identifying solutions to problems
- Analytical and data-driven approach
- Experience in building processes that empower teams, unlock productivity, and deliver results
- Passion, accountability, and team-focused to be able to exemplify Phiture's values
- Proactivity and creative thinking

nice to have:

- Experience with Braze or similar marketing automation solutions

**WHAT WE OFFER YOU**:

- Unlimited remote work within your home country and up to 90 days of international remote work every year
- The opportunity to boost your salary with our quarterly bonus scheme and share in the company's financial success
- Full and free mental health support from licensed therapists thr

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