The Opportunity
Assist the Director, Retention & Lifecycle in leading the strategy for lifecycle programs involving a mix of push, in-app, email, and SMS, delivering best-in-class member communications that increase activation, onboarding transactions, and other actions that improve client quality.
Build and execute complex User Retention (CRM) campaigns that guide clients to relevant products and services within Kraken.
Conduct data analysis on campaign results, while using data to optimize and create operational plans.
You will execute thoughtful experimentation to unlock high-impact campaigns, and leverage automation to maximize engagement & retention throughout the customer lifecycle.
Own Lifecycle OKRs and metrics, with strong intuition and foresight to identify, size, and prioritize opportunities that inform a lifecycle roadmap to generate a meaningful contribution toward shared and team goals.
Partner with our Data Intelligence and Growth Analytics teams to ensure the team is equipped to measure and attribute impact across KPIs, informing future strategy and prioritization.
Continuously improve through an ongoing lifecycle experiment roadmap covering both short-term campaigns and long-term series, testing across incentives, creative, content, features, and cadence, deriving insights to tangibly impact initiatives across the org.
Additional duties and responsibilities as assigned / needed.
Skills you should HODL 8+ years of experience with a proven ability leading the development of complex lifecycle/CRM programs from strategy-to-execution (a particular focus on acquisition and/or onboarding experiences is a plus). Extensive experience building and executing complex CRM campaigns with multiple stakeholders. Experience with CRM tools such as Salesforce, Braze, LeanPlum, and other campaign-building tools. Strong awareness of user operations (i.e. loyalty programs). Advanced in Analytic tools such as Tableau, Looker, Great Plains, Big Query. You're the antithesis of a lone wolf: you clearly communicate and involve stakeholders early and often and work to secure buy-in, address concerns, and incorporate feedback. You've got a couple of moonshot ideas for transforming marketing in crypto. In-depth knowledge of marketing automation/CRM systems, with experience pushing the boundaries of what those platforms can do. Expertise in customer segmentation strategies and subscriber management across multiple channels (omni-channel).
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