As part of the Performance Marketing Team, your role will be to lead Wecandoo’s CRM strategy with a strong focus on increasing engagement, retention, and driving repeat purchases.

Objectives

1. Customer Retention & Engagement:
   Design and implement CRM strategies to boost customer engagement, increase repeat purchases, and foster long-term loyalty.

2. Lifecycle Management:
   Optimize the customer journey from acquisition to retention, ensuring every touchpoint maximizes value for both the customer and the company.

3. Data-Driven Personalization:
   Leverage data to personalize CRM campaigns, enhancing customer experience across different segments and channels.

4. Cross-Channel Campaign Performance:
   Continuously improve the performance of cross-channel campaigns (email, SMS, push notifications), using KPIs such as LTV, NPS, and conversion rates as benchmarks.

5. Continuous Improvement:
   Implement A/B testing and data analysis to constantly refine Wecandoo’s CRM approach, scaling successful initiatives across strategic markets.

Missions & Ownership

1. Campaign Management:

   • Design, launch, and optimize multi-channel CRM campaigns across email and SMS.

   • Define channel strategies, scheduling, and messaging tailored to seasonality and customer segments.

   • Adapt these strategies to each country where Wecandoo is operating according to the needs of the local marketing teams.

   • Manage the end-to-end lifecycle of CRM campaigns, from planning to performance analysis.

2. Data Segmentation & Insights:

   • Identify customer cohorts and define segmentation strategies based on customer behavior, purchase history, and market trends.

   • Work closely with the Data team to improve customer knowledge and discover top performing messages

   • Ensure customer insights drive personalized engagement and lifecycle marketing strategies.

3. Collaboration & Alignment:

   • Work closely with Data, Product, Operations, and Communication teams to ensure CRM campaigns are cohesive with Wecandoo’s overall objectives.

   • Create and maintain processes to collect International country needs and provide them with guides and best practices

   • Lead the implementation of marketing automation and customer lifecycle tools, ensuring the stack is optimized for high-performance journeys.

4. CRM System Optimization:

   • Ensure data quality, cleanliness, and continuous improvement of user profiles to enable accurate and personalized touchpoints.

   • Own CRM performance tracking, ensuring that dashboards and reporting mechanisms are in place for regular review and decision-making.

5. Customer Lifecycle Optimization:

   • Migrate and enhance the current customer lifecycle processes using automation, building efficient and personalized customer journeys.

   • Scale high-performing strategies to other key regions and markets as the company grows.

• Cultural Fit & Values:

  You align with Wecandoo’s core values of Collective, Simplicity, Optimism, Pragmatism, Curiosity, and Fellowship, thriving in a collaborative environment, approaching challenges with a positive and practical mindset, and always fostering strong relationships through curiosity and teamwork.

• Experience:
  At least 5+ years of proven experience in a CRM Manager or Campaign Manager role.

• Technical Expertise:
  Strong expertise in CRM tools (e.g., Customer.io, Intercom, HubSpot), marketing automation, and lifecycle management. Comfortable with A/B testing and data analysis tools.

• Language Skills:
  Fluent in both English and French (or as required by your target market).

• Interest in Craft is a plus :)
  You have a genuine interest in craftsmanship and supporting the maker community, which will inspire your approach to customer engagement.

Interview Process:

1. Discovery Call:
   Initial conversation to introduce the role and assess cultural fit.

2. Case Study:
   A hands-on CRM case study to evaluate your problem-solving and campaign management skills.

3. Case Presentation & Team Interview:
   Presentation of the case to the marketing team, followed by an interview to assess technical knowledge and fit with the team.

4. Final Interview with Co-founders:
   A final conversation with the co-founders to discuss vision, culture, and long-term alignment.