CRM Manager

As a CRM Manager at Crypto.com, you lead the strategy and execution of cross-channel communications across product verticals. You drive platform retention, engagement, onboarding, and usage metrics through push notifications, email, in-app messaging, and other channels. Working closely with Marketing, Product, Creative, Legal, Compliance, and MarTech teams, you deliver campaigns that are timely, compliant, and audience-right.

What you'll do

• 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 to continuously raise 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 including DAU/MAU, transactions, and purchases.

What you bring

• 4-6 years of experience in CRM, Lifecycle Marketing, Growth, or Retention Marketing roles.
• Hands-on experience with CRM and CDP platforms, particularly Braze, including building, QA-ing, and optimizing campaigns directly in the tool.
• Technical proficiency in HTML/CSS for email and in-browser message development with experience in 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 including segmentation architecture, channel logic, data integration, and automation flows.
• Analytical proficiency in campaign performance analysis with comfort using BI tools and data querying.
• Demonstrated interest in applying AI tools to CRM workflows such as content generation, predictive segmentation, send-time optimization, or operational automation.
• Solid understanding of lifecycle marketing best practices including personalization, journey design, A/B testing, and campaign attribution.
• Strong organizational skills and ability to manage multiple campaigns and workstreams simultaneously with a high degree of accuracy.
• Strong cross-functional communication skills and comfort navigating between Marketing, Product, Legal, and Tech teams.

Nice to have

• SQL experience.
• Knowledge of digital assets, cryptocurrency, and Web3 ecosystems.
• Experience in a regulated industry such as crypto, fintech, or gaming.