Director of CRM - Lifecycle Management
Deezer
Paris, Île-de-France, France
il y a 6j

Job Description

We are looking for a Director of CRM to join our global team in Paris or London to help us engage our users. The CRM Director will focus on automating our user journeys to increase activation, and retention.

The CRM Director will lead a team of 5 and work closely with the Data, Product, Product Marketing and Content teams to maximise customer lifetime.

Key responsibilities :

Develop the CRM customer lifecycle roadmap for all users

Manage the lifecycle CRM team and lead continuous improvement

Deliver a series of multi-channel CRM communications spanning emails, push notifications, in-app messages, SMS and WhatsApp messages.

Create a meaningful relationship with customers by ensuring timely and relevant touch points across platforms

Conduct in depth performance analysis together with the Business Intelligence team

Translate data and into actions to ensure constant improvement to reach and exceed defined KPIs

Create engaging onboarding journeys to increase survival score

Develop anti-churn journeys to maximise user recovery

Create activation journeys and end of offer migration journeys for B2B customers

Collaborate with data and technical teams to ensure we have all relevant triggers and tools to maximise performance

Development and analysis of test and learn strategies to optimise communications effectiveness; feeding all insights gained from past campaigns to create a continuous process of testing and improvement.

Contribute to the global CRM strategy with the other members of the team.

Qualifications

Team player. We stand strong as a team rather than as a sum of talents and are willing to accept feedback and share our know-how to deliver the best experience possible to our users

Must be proactive and self-directed

Customer-oriented attitude

  • 8 years of marketing or customer relations experience in a multinational company, ideally within a subscription business model
  • Strong interpersonal skills and a drive to get things done collaboratively

    Excellent planning, analytical skills and project management.

    Ability to be creative and use their initiative to develop new ideas.

    Quality, accuracy and attention to detail are critical.

    Excellent verbal communication skills, with the ability to communicate clearly, effectively and appropriately with colleagues, suppliers and others at all levels.

    Able to effectively prioritise workload and manage a team

    HTML and CSS skills are advantageous but not a requirement.

    Working proficiency in English. Additional language is a plus.

    Knowledge and exposure to the music industry is a plus.

    True music fan ;)

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