Digital Customer Experience Manager

il y a 12 heures

VitrysurSeine, Île-de-France Luko by Allianz Direct France Temps plein

We are looking for a talented Digital Customer Experience Manager to join our team at Luko by Allianz Direct France. This role is based in Paris with flexible remote work options.

About the Role:

The successful candidate will be responsible for managing and elevating Customer Marketing across all channels, aligning the CRM team roadmap with overall business objectives. They will also coordinate CRM initiatives to fuel growth while ensuring all teams present a unified experience to the customer.

This is an opportunity to join a company in the process of scaling up, a team on a human scale, and work with Allianz Direct's European subsidiaries to exchange best practices and deal with cross-functional issues.

Key Responsibilities include:

  • Strategy:
  • • Define and execute the CRM strategy across all channels, aligning the CRM team roadmap with overall business objectives.
  • • Coordinate CRM initiatives to fuel growth while ensuring all teams (Growth, Brand, Ops, Finance, Product) present a unified experience to the customer.
  • • Lead CRM strategies for lead acquisition, customer lifecycle management, and retention efforts.
  • • Collaborate with cross-functional teams, such as Product (for product developments) and Ops (for churn analysis) to enhance customer experience and loyalty.
  • CRM Operations:
  • • Design and implement best-in-class multichannel retargeting journeys (Email, SMS, Push).
  • • Develop and refine CRM campaigns with a focus on automation, personalization, benchmarking, and innovative A/B testing.
  • • Leverage customer insights to identify new opportunities, optimize flows, drive upsell and cross-sell initiatives, and implement retention strategies.
  • • Analyze campaign and initiative performance, tracking CRM metrics (conversion rate, customer lifetime value, persistency, engagement, uplifts, and incremental gains).
  • • Share best practices across European markets (Germany, Netherlands, Spain, Italy).
  • • Support any CRM tool migrations as needed.

Team Leadership:

  • • Lead and mentor a CRM Specialist, and scale a team of CRM Managers to drive performance, innovation, and growth.
What We Offer:

We provide a competitive salary range of 80,000 - 100,000 EUR per year, depending on experience, plus benefits including meal vouchers, health insurance, remote-friendly policy, free book policy, and 28 days of holidays.

Requirements:

  • 5-6 years of experience in CRM, with a deep understanding of Braze or Salesforce Marketing Cloud.
  • Native French speaker with fluency in English.
  • Proven leadership skills with a talent for developing and hiring top performers.
  • Strong copywriting skills; you're comfortable creating customer-facing content independently.
  • Highly organized with strong analytical abilities, driven by data and KPIs.
  • Proficient in tech and data environments; comfortable managing data variables, working with HTML, and setting up campaigns across various tools and back-end systems (CRM, CMS, etc.).
  • Entrepreneurial and results-oriented mindset with a strong 'test and learn' approach.
  • Hands-on attitude, with the ability to lead CRM initiatives in collaboration with multiple departments.
  • Keen interest in tech news and CRM best practices, always seeking new insights to enhance our approach.

Nice to Have:

  • Experience in a startup, scale-up, or fast-growing environment is a plus.

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