CRM Specialist

About this role

CRM Marketing; - if you know, you know. It’s the area of marketing that touches every aspect of the customer’s journey. It’s a role that combines commercial goals, with data, code, and creativity, to deliver a consistent user experience across their inboxes, apps, and devices. 

An international SaaS company and leader in the cybersecurity industry, ExpressVPN is one of the world’s fastest-growing privacy apps. We’re acquiring millions of new customers each year, but new customers are only one component of our revenue. The true magic is what happens after we acquire them—and that’s where you come in.

We’re looking for a CRM specialist to be a part of our growth marketing efforts and take our customer journeys to the next level. You’ll be in charge of building and managing marketing journeys and experiments that cut across all aspects of the customer’s lifecycle – all the way from onboarding a new-to-product user, maximizing product adoption and use, to developing powerful advocates of the brand.

In this role, you’ll be comfortable with owning your own success, and doing whatever’s needed to bring your ideas to life. This includes working closely with product managers, data analysts, content writers, visual designers, and tech teams to translate ideas on paper to an actual, lasting impact on our customers and commercial goals.

Role Responsibilities

In this position you will:

• Develop and own a collection of strategies and tactics, with the goal of creating detailed customer journeys for both transactional and marketing touchpoints (specifically for Up-sell/Cross-sell and Referral Marketing), and identifying actionable trigger points to improve engagement and conversion
• Work with data insights and research teams to conduct actionable analyses to surgically uncover opportunities and gaps in the user lifecycle, and translate them into experiment plans
• Develop detailed campaign briefs and business cases that clearly communicate your hypotheses, audience targeting strategy, content direction, success metrics, and estimated business impact
• Take ownership of your ideas and work with content writers, visual designers, and data and tech stakeholders to successfully deploy them via our multi-channel engagement platform, Braze
• Track, measure, and report on the performance of these customer communications, design and conduct A/B tests for iterative optimisation and improvement (E.g. audience segments, campaign triggers, subject lines, sales copy/visuals, send timing and frequency)
• Influence outcomes by applying your cross functional knowledge and experience across analytics, creative work, and martech, and work with stakeholders to drive impactful results

Role Requirements

You’re creative, open-minded, unafraid of ambiguity, and comfortable venturing into the unknown to test new ideas. You’re a team player, great communicator, and love evangelizing new concepts and possibilities to your peers. 

Most importantly, you’re able to do what needs to be done to deliver the results, and are comfortable getting into the details to do so. 

Some of the specifics that we’re looking for are:

• 3-5 years CRM/lifecycle marketing experience within the tech space, preferably within B2C SaaS/subscriptions
• Experience working with Referral/Upsell programmes (candidate will focus on these type of initiatives), and driving results through CRM/Growth experiments (on email, mobile push, web engagement tools like desktop and browser notifications) 
• Familiarity and passion for data-driven growth marketing, retention and testing frameworks, with driving revenue as a KPI
• A track-record of proven results through the testing and deploying of multi-channel (emails, apps, and platforms) campaigns to drive revenue and engagement objectives 
• Proven experience working with data and analytics stakeholders to run successful analytics work or experiments
• Proven ability to handle large amounts of data and translate them into qualitative aspects of work (i.e. campaign ideas)
• Proven ability to guide creative teams (designers, writers) to achieve intended outcomes
• Proven ability to communicate and collaborate well, develop deep relationships with colleagues, and influence others to deliver on goals
• Excellent written and verbal communication skills
• Excellent project management and interpersonal skills, with the ability to balance rigorous attention to details with swift execution 
• Proactive, resourceful, intellectually curious, and driven. You’re a scrappy self-starter with a passion for learning and improving yourself.

Nice skills to have, but not required (if any)

• Proficiency in HTML, CSS, or other frontend programming languages
• Proficiency in Excel, SQL, or other data manipulation languages
• Prior experience in Email/Marketing Cloud platforms (i.e. Salesforce, Oracle, Braze)