CRM Marketing Operations Manager at ExpressVPN

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 an experienced candidate to help take our CRM Marketing efforts to the next level. You’ll be in charge of driving the execution and successful delivery of our marketing campaigns and journeys, while working with internal tech and data stakeholders to enhance our tech stack and equip our teams with best-in-class infrastructure for marketing experimentation and optimization.

 

Role Responsibilities

In this position you will:

• Develop 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
• Support successful daily campaign operations (i.e. building and testing campaigns/canvases on Braze), working with CRM peers to design and set up complex campaign journeys and experiment flows

• Manage end-to-end integration of CRM tech initiatives, i.e. working with technical stakeholders such as Martech engineers and product managers to successful test and implement enhancements  (i.e. requesting for deeplinks, integrating new CRM engagement channels such as in-app popups, TV notifications, Desktop notifications)
• Train and advise internal teams on best practices to meet business and campaign objectives (E.g. defining user segment logic definitions, personalisation data, navigating platform usage, tracking and reporting performance).
• Co-own the engagement platform, Braze, create and own the documentation for teams to use Braze effectively. You will also maintain the necessary operational repositories for key info such as data events and attributes, link builders, campaign naming convention, and tagging structures
• Ensure platform stability of operational uptime through close monitoring of metrics such as email deliverability, spam/bounce-rates, and be the POC for resolution and escalation of any platform issues/bugs to internal/external product teams 
• Co-own data management responsibilities, monitor and maintain data warehousing and data activation workflows to drive growth and customer insights, working with technical stakeholders to constantly improve the way data is prepared, consumed and delivering benefits (E.g. Daily data quality, data syncs, platform uptime, design data schemas and supporting tables powering campaigns)
• Research and grow the CRM technology stack in accordance with industry trends and target customer developments, gather business/end-user requirements and propose technical solutions, optimise existing solutions and workflows for operational efficiency and capabilities

 

Role Requirements

 

You’re well versed in different marketing technology tools, programming languages, and are creative in linking up various systems together to generate new ideas. You’re very detail oriented,  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:

• Passion for the Mar-tech/CRM-tech space, and existing operational knowledge of CRM marketing platforms and engagement tools (in particular, Braze/Salesforce)
• 2-3 years CRM/lifecycle marketing operations experience, preferably within B2C SaaS/subscriptions  
• Experience with setting up, testing, and deploying complex multi-channel campaigns (emails, apps, and platforms) and journeys to drive revenue and engagement objectives 
• Strong communication skills with proven ability to understand key concepts and communicate effectively with stakeholders
• Experience working with technical teams (martech, data engineering) to scope out detailed plans for product enhancement and development
• Resourceful and independent in problem solving, has a knack for finding solutions through self-testing and deep research into technical portals and support forums
• Proficiency in HTML, Excel, SQL or other programming languages

 

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