CAREERS

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CRM Manager at Luno
London, GB

Cryptocurrencies are rapidly changing the financial landscape, and the Luno team is at the forefront of this revolution. If you’re looking to work on something truly global and disruptive with a forward-thinking and ambitious team that highly values diversity, teamwork, and the continuous quest for excellence, then this is the opportunity for you.

  • We make it safe and easy to buy, store and learn about cryptocurrencies, like Bitcoin and Ethereum. We currently have over 2.5 million customers in 40 countries.
  • We are series B funded, backed by Balderton Capital, the Naspers Group.
  • We’re proud to be one of the world’s most international cryptocurrency teams from 26 different nationalities — working across South Africa, Indonesia, the United Kingdom, Malaysia, Nigeria and Singapore.

Your role in a nutshell

Our marketing team is expanding rapidly on a global level and as we grow, retaining and nurturing customers through CRM has become a key focus for the marketing team. As our CRM manager, you will own the Global CRM Strategy for Luno and collaborate with our growth manager on a daily basis. You will fine-tune the existing data-oriented strategy, that will enable us to understand our users and engage with them much more effectively via all channels. In order to so, data segmentation/consumer analysis, as well as developing a strategy and creative ideas for the end marketing campaigns are key. The overall aim is to increase engagement and identify any upsell opportunities with existing customers. Basically: you will be in charge of the optimization of the users’ journey, you get the chance to make it bold, bright and beautiful. 


How you will add value to Luno

  • Development of multichannel CRM lifecycle campaigns through emails, push notifications and in app messaging to develop highly personalised and innovative communications.
  • Work closely with the product and engineering team to continually develop our CRM tool and segmentation of our users.
  • Next to your daily tasks, project management will play an important role, such as; KPI definition, and follow-up analysis in order to define best practices.
  • Work closely with the data team to analyse the consumer trends, and segment the customer profiles.
  • Define and implement the CRM strategy for the business, working closely with the design and onboarding team to develop engaging and creative marketing campaigns via email, push, in-app and on-site notifications.
  • Develop localised strategies that can be delivered across numerous different locations for Luno globally.
  • Create a high level of engagement with the Luno customer across all platforms to increase retention rates and also upsell opportunities.
  • Continuously improve the segment conversion rate through CRM experimentation 

    In the first six months, you will

  • Define the CRM strategy and make sure it is aligned with the Marketing, Countries and Onboarding teams
  • Create lifecycle campaigns and localise them
  • Test push notification and scale on relevant segments
  • Run experiments on email campaigns to improve defined KPI

    What we would like you to have

  • Experience of owning the full CRM strategy from data segmentation through to campaign delivery.
  • 3-5 Years experience working within a CRM orientated role.
  • Successfully delivered CRM campaigns across numerous channels including but not limited to social, mobile and email.
  • Knowledge of using a variety of CRM platforms and ESP solutions like Leanplum, Braze etc.
  • Experience of delivering localised campaigns in different regions.

    Mission Opportunity

    Cryptocurrencies are rapidly changing the financial landscape, and the Luno team is at the forefront of this revolution. If you’re looking to work on something truly global and disruptive with a forward-thinking and ambitious team that highly values diversity, teamwork, and the continuous quest for excellence, then this is the opportunity for you.
  • We're providing a phenomenal opportunity to learn more about cryptocurrencies, blockchain, emerging markets, and together we'll work together to scale a global business.
  • You'll learn new skills, languages, continuously develop and share knowledge with your peers.
  • Work with a diverse team of hardworking, ambitious and friendly people on something that will truly revolutionise the world.
  • We'll take care of lunch Monday - Thursday, and organise regular social events for team bonding.

    We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. You'll need to hold the legal right to work in the UK already as we cannot provide visa sponsorship.

    PS: This is a full-time position.



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