CRM Manager Job Scope Markets

CRM Manager Job. IT Jobs in Kenya

How You Can Make a Difference:

• Coach and manage a CRM executive to create killer customer marketing campaigns, strategies and tactics, including automated customer lifecycle journeys.
• Manage all customer marketing channels (email, SMS, and others) to business KPIs with focus on total active users, trading volume and RPM.
• Design, implement and continuously improve best practice customer lifecycle funnel with focus on customer conversion and retention.
• Plan, create, and execute targeted CRM campaigns by setting up automated journeys based on real-time data triggers, or ad hoc promotional activities, delivered through various communication channels.
• Own customer segmentation strategy with customer tiers, benefits and flows. Be in charge of customer loyalty and bonus schemes.
• Be an expert in customer values, motivations, drivers and triggers to adapt and optimise our product offering accordingly.
• Utilize data analytics to segment B2C and B2B customer data and deliver highly personalised campaigns by incorporating customer behavioural, transactional, and trading data.
• Monitor, analyse, and report CRM performance metrics, A/B tests, and KPIs using various analytical tools to measure campaign effectiveness and ROI, and provide actionable insights to optimize campaigns.
• Identify opportunities for automation throughout the user journey, including setting up triggered communications based on lifecycle stages, trading behaviour, and account activity.
• Ensure all CRM activities comply with industry regulations (e.g., GDPR, local marketing laws) and reflect best practices in email marketing.
• Work closely with the Marketing team on the global comms plan to maximise customer conversion and retention KPIs.
• Work closely with the Product team on user experience and customer journeys across all touchpoints to maximise customer conversion and retention KPIs.
• Collaborate with BI and tech teams to ensure data accuracy and accessibility for CRM initiatives.
• Understand client trading patterns and behaviour to design lifecycle programs that support client education, retention, and reactivation.
• Bring a test-and-learn mindset to optimize communications, subject lines, timing, and formats to boost engagement.

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Requirements: Skills and Competencies

• Minimum of 5 years’ experience in a CRM management role.
• Experience working in the forex, iGaming, or financial services industries.
• Experience in leading distributed teams and managing stakeholders across different seniority levels.
• Hands-on experience with analytical tools such as Google Analytics, Tableau, or Power BI.
• Experience working with customer data platforms (CDPs), including tools for email, SMS, and WhatsApp.
• Fluent in English, both written and spoken.

Skills and Competencies

• Strong analytical skills and a data-driven mindset.
• Proven ability to perform A/B and multivariate tests to optimise campaign performance.
• Extensive experience working with CDPs; familiarity with Optimove is an advantage.
• Proficiency in CRM segmentation, targeting, and personalization tactics.
• Experience with CRM campaign automation and journey mapping tools.
• Experienced in customer loyalty and referral programs.
• Solid understanding of the trading and investing industry to continuously improve our comms and customer experience.

Personal Specifications:

• Internally driven and curious, always exploring new ways to improve results and processes.
• Comfortable working in ambiguity and proactively designing and refining workflows.
• Collaborative mindset with the ability to work cross-functionally and drive alignment across teams.
• Results-oriented and focused on execution, even when faced with internal or external challenges.
• Strong communication and interpersonal skills with a natural ability to influence and engage others.
• Adaptable and resilient, able to pivot quickly in response to market or business changes.
• Customer-first mindset with a deep understanding of user behavior and lifecycle needs.
• Detail-oriented, ensuring high-quality execution across multiple campaigns simultaneously

Perks & Benefits:

• Attractive Remuneration: A competitive salary package based on your qualifications, experience, and skills.
• Performance-Based Rewards: Annual discretionary bonuses and yearly salary review to recognize and reward your outstanding performance.
• Generous Time Off: Annual Leave days to rest and recharge.
• Pension Scheme: Company contributions to our provident fund, helping secure your future.
• Vibrant Work Environment: Be part of an energetic and diverse multicultural team.
• Flexible Work Arrangements: Benefit from our hybrid work model, giving you the freedom to work from home.
• Career Growth: Opportunities for continuous personal development and career advancement.
• Team Bonding Events: Annual company events and parties to foster connection and engagement among employees.

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How to Apply

Click Here to Apply