CRM Manager / CRM Team Lead

Work location: Warsaw / PL (Hybrid)FULL-TIMEReports To: E-commerce Director WHAT YOU WILL DO Job Overview:The CRM Manager / CRM Team Lead is responsible for leading and optimizing our company's CRM strategy, ensuring that we maintain strong relationships with our customers and enhance their experience with our brand. This role will oversee the development, execution, and continuous refinement of multi-channel customer engagement strategies. Key Responsibilities: CRM Strategy Development: Design and implement comprehensive CRM strategies to improve customer retention, loyalty, and lifetime value.Data Analysis: Analyze customer data to identify key segments, behaviors, and trends. Use insights to inform CRM strategies and campaigns.Segmented Campaign Management: Develop and execute targeted campaigns on 26 international markets in Europe for different customer segments, ensuring personalized and relevant content that resonates with each segment's unique needs and preferences.Website Personalization: Manage and optimize recommendation engines and personalization tools on the company website to ensure customers receive tailored content and product suggestions.Team Leadership: Lead and mentor the CRM team (2 people), ensuring they have the tools and training needed to excel in their roles.Technology Management: Evaluate and select CRM platforms and tools. Ensure the CRM system is effectively integrated with other systems and platforms within the company.Customer Journey Mapping: Understand and optimize the customer lifecycle, identifying key touchpoints and opportunities for engagement.Reporting: Regularly report on CRM metrics, including customer engagement, retention, and revenue impact. Provide actionable insights to senior leadership.Collaboration: Work closely with sales, marketing, and customer service teams to ensure a seamless customer experience across all touchpoints.Budget Management: Manage the CRM budget, ensuring maximum ROI on CRM initiatives.Stay Updated: Keep abreast of the latest trends and best practices in CRM, ensuring our strategies remain cutting-edge. Qualifications: Bachelor's degree in Marketing, Business, or related field. Master’s degree preferredMinimum of 4 years of experience in CRM roles, with a proven track record of successStrong analytical skills and experience with CRM software and toolsExperience with leading CRM platforms such as Salesforce, Bloomreach, HubSpot, Microsoft Dynamics, etc.Familiarity with platforms like Mailchimp, SyneriseExpertise in website personalization and recommendation toolsExpertise in data structureExcellent leadership and team management skillsStrong communication and interpersonal abilitiesProficient in data analysis and reporting tools: knowledge of Excel, Google Analytics and BI tools such as Power BI WHAT WE PROVIDE The DEVELOPMENT of each exponDOer is of the upmost importance to us: You will be assigned to a buddy, who will support, advise and simply be there during there for you during the first weeks of the onboarding.Your opinion makes a difference, and you will help us to shape with us expondo’s future.We provide learning & development opportunities to promote your constant development. We offer all our employees the FREEDOM to work how it is best suited to their needs: Whether it will be work from fully from the office or a hybrid, we will provide the needed hardware to work in comfort.We provide flexible working hoursWe trust our employees to make informed decisions, and your contributions will have a direct impact on our projects and overall success. In our CULTURE we respect our employees’ needs and care for each other: We care about everyone’s physical and mental health, and that is why we provide the best possible conditions for a sustainable work-life balance.You will be a part of a diverse team in which good humour, mutual support and respect are highly valued.