CRM Associate Team Lead

Location: Remote

Reporting to: CRM Practice Lead

 

Are you a data-driven growth specialist looking for your next challenge? Look no further than Massive Rocket - the UK-based Data & CRM Consultancy that’s taking the world by storm!

 

With clients across Europe, the US, and Africa, we help businesses understand their customers and drive predictable growth through our core services of CRM Automation and Data & Analytics.

 

Our international team renders services to a diverse range of clients encompassing Financial Services, Aviation, Music, Media, Streaming and Sports sectors. 

 

💨 Fast-moving environment – you will never stop learning and growing

❤️ Supportive and positive work culture with an emphasis on our values

🌍 International presence – work with team members in Europe, the US, and around the globe

🪐 100% remote forever

🌴 Flexible Vacation Policy

🧗🏼‍♂️ Career progression paths and opportunities for promotion/advancement

🍕 Organised team events and outings

 

We are currently seeking a CRM Associate Team Lead to join our team and take charge of managing client relationships and overseeing the performance of our CRM initiatives.

 

As a CRM Associate Team Lead, you will be responsible for driving customer engagement, providing leadership to the team, and delivering exceptional results.

 

• Take a lead role in client project delivery for retention audits + CRM programs working with multiple clients simultaneously

• Use analytics and attribution tools to build and investigate key user funnels, segmented retention charts and behavioural analyses to find problems, opportunities and campaign ideas for our clients

• Develop strategic marketing automation roadmaps based on a detailed understanding of the client’s qualitative and quantitative data insights

• Create and deliver presentations which communicate growth opportunities to product, analytics, and executive leadership.

• Scope detailed experiments to validate hypotheses that align closely with user psychology and usage habits for a broad range of mobile apps

• Help the team turn experiments into complex lifecycle flows using triggers and segmentations that intelligently send campaigns with both static and dynamic content

• Closely monitor campaign delivery and conduct robust statistically significant reports against core retention KPIs (not just leading indicator campaign metrics) 

• Present and lead workshops at client onsite visits, weekly iteration calls and one on one consultations that confidently communicate your expertise to both junior team members and executives

 

• Manage a team of CRM Associates, providing guidance, mentorship, and ongoing coaching to optimize their performance.

• Set clear performance expectations, delegate responsibilities, and monitor team progress toward goals.

• Develop and execute training programs to enhance the team's skills and expertise in CRM strategies and client management.

 

• Determine the strategic direction and tone for all client accounts.

• White-boarding solutions with customers and working with delivery teams to create project proposals.

• Ensuring all work is completed on time, delivered to the clients’ strategy and budget.

Managing tracking and reporting of performance to uphold team accountability and promote quality of service.

 

• Establishing and maintaining the client relationship standard of excellence for the agency to follow.

• Managing senior client expectations, increasing client satisfaction and engagement.

 

• 6+ years of experience in CRM marketing strategy or CRM campaign manager role. 

• Extensive experience working with Braze platform, demonstrating proficiency in utilizing its features for effective CRM strategies.

• Prior experience in team management and leadership

• Ability to quality assure the work of junior team members in Braze, ensuring accuracy and alignment with best practices in CRM campaigns.

• A BA/BS in Business/Marketing related fields or equivalent working experience

• Ability to manage and prioritize a number of concurrent tasks while maintaining a high level of attention to detail

• Ability to clearly explain complex technical ideas to multiple audiences both verbally and in writing

• Experience working with Salesforce Marketing Cloud, Iterable, Hubspot or other CRM Platforms

• Ability to work in cross functional teams

• Advanced skills in Excel and PowerPoint

• Strong knowledge of email and digital marketing

 

• Experience with analytics tools (Google Analytics, Omniture, Amplitude, Mixpanel, ..)

• Agency experience or ability to manage multiple clients experience

• Braze Marketer Certification

• Braze Admin Certification

• Remote working experience