CRM Manager

Summary

Crypto.com is seeking a CRM Manager to lead cross-channel customer communications across its product verticals. The role focuses on lifecycle strategy, marketing automation, personalization, retention, engagement, onboarding, campaign analytics, and collaboration with cross-functional teams to deliver compliant, data-driven customer experiences.

Responsibilities

• Own lifecycle CRM strategy across product verticals, driving engagement, retention, onboarding, and reactivation through targeted campaigns and personalized experiences
• Design and execute end-to-end marketing automation — from segmentation and journey architecture through to delivery, measurement, and iteration — across email, push, in-app, and in-browser channels
• Develop deep ownership of the CRM tech stack — including segmentation logic, channel configuration, data flows, and automation architecture — to operate effectively and surface improvement opportunities
• Partner with the MarTech team to build and maintain API-based triggers, data integrations, and real-time event pipelines that power scalable, data-driven campaign delivery
• Write and maintain HTML/CSS for email and in-browser templates, ensuring consistency with brand guidelines, responsive design, and cross-client rendering quality
• Leverage customer behavioral data and signals to craft personalized experiences, drive upsell, and expand user usage across products
• Apply CRM best practices in personalization, A/B testing, journey design, and attribution — continuously raising the bar on execution quality and measurable impact
• Leverage AI and machine learning tools to enhance personalization, optimize send times, improve content generation, and scale campaign operations
• Own campaign reporting and performance analysis; translate data into actionable insights to optimize messaging, timing, segmentation, and channel mix
• Collaborate cross-functionally with Product, Marketing, Creative, Legal, Compliance, and Tech for go-to-market strategies aligned with business priorities
• Coordinate with regional legal and compliance teams to ensure CRM activities comply with local regulations, particularly in regulated markets
• Develop engagement strategies such as gamification, challenges, and reward mechanics to enhance platform stickiness and drive key usage metrics (e.g., DAU/MAU, transactions, purchases)

Skills

• Minimum 4–6 years of experience in CRM, Lifecycle Marketing, Growth, or Retention Marketing roles
• Hands-on experience with CRM and CDP platforms, particularly Braze; proficient in building, QAing, and optimizing campaigns directly in the tool
• Technical proficiency in HTML/CSS for email and in-browser message development; experience with responsive design and cross-client rendering
• Familiarity with REST APIs and how CRM platforms consume event data and integrate with external systems; ability to work alongside MarTech and engineering teams on integrations
• Strong command of CRM setup and operations — segmentation architecture, channel logic, data integration, and automation flows
• Analytical proficiency in campaign performance analysis; comfort with BI tools and data querying
• Demonstrated interest in applying AI tools to CRM workflows — content generation, predictive segmentation, send-time optimization, or operational automation
• Solid understanding of lifecycle marketing best practices: personalization, journey design, A/B testing, and campaign attribution
• Strong organizational skills — able to manage multiple campaigns and workstreams simultaneously with a high degree of accuracy
• Strong cross-functional communication skills; comfortable navigating between Marketing, Product, Legal, and Tech teams
• SQL experience is a strong plus
• Knowledge of digital assets, cryptocurrency, and Web3 ecosystems is highly preferred
• Experience in a regulated industry (crypto, fintech, gaming) is a strong advantage

Qualifications

Must Haves

• Minimum 4–6 years of experience in CRM, Lifecycle Marketing, Growth, or Retention Marketing roles
• Hands-on experience with CRM and CDP platforms, particularly Braze; proficient in building, QAing, and optimizing campaigns directly in the tool
• Technical proficiency in HTML/CSS for email and in-browser message development; experience with responsive design and cross-client rendering
• Familiarity with REST APIs and how CRM platforms consume event data and integrate with external systems; ability to work alongside MarTech and engineering teams on integrations
• Strong command of CRM setup and operations — segmentation architecture, channel logic, data integration, and automation flows
• Analytical proficiency in campaign performance analysis; comfort with BI tools and data querying
• Demonstrated interest in applying AI tools to CRM workflows — content generation, predictive segmentation, send-time optimization, or operational automation
• Solid understanding of lifecycle marketing best practices: personalization, journey design, A/B testing, and campaign attribution
• Strong organizational skills — able to manage multiple campaigns and workstreams simultaneously with a high degree of accuracy
• Strong cross-functional communication skills; comfortable navigating between Marketing, Product, Legal, and Tech teams

Nice to Haves

• SQL experience is a strong plus
• Knowledge of digital assets, cryptocurrency, and Web3 ecosystems is highly preferred
• Experience in a regulated industry (crypto, fintech, gaming) is a strong advantage