Senior CRM Manager - Retention & Gamification for Web3

About the Role

Crypto.com is seeking a highly skilled and motivated Senior CRM Manager to join our Global CRM team. This Senior CRM Manager role is vital in delivering innovative, data-driven CRM strategies to drive customer retention, loyalty, and monetization for our fast-growing Web3 and crypto ecosystem. As a Senior CRM Manager, you will work closely with cross-functional teams across marketing, product, and creative to craft and execute seamless customer journeys.

What You'll Do

• Design and implement data-driven customer lifecycle strategies, including innovative gamification approaches, to drive activation, retention, upsell, cross-sell, and churn management for Crypto.com’s products.
• Work closely with marketing, product, technical, and creative teams to deliver impactful and aligned CRM campaigns that resonate with users and drive business growth.
• Map and continuously improve customer journeys, ensuring seamless funnel conversion, enhanced user experiences, and increased engagement across all touchpoints.
• Focus on achieving and exceeding key performance indicators, including DAU/MAU, ARPU, retention, and conversion rates, by leveraging data-driven insights and innovative CRM approaches.
• Lead A/B testing initiatives to evaluate campaign effectiveness, analyze results, and refine strategies to maximize performance and ROI.
• Take full ownership of campaign execution, from ideation to delivery, ensuring high-quality outcomes that align with the organization’s goals.
• Leverage AI/ML technologies to enhance targeting, segmentation, and predictive modeling, delivering hyper-personalized and real-time customer engagement.
• Drive customer engagement and loyalty through gamification strategies, crafting innovative experiences that encourage participation and long-term retention.
• Prepare actionable insights and intuitive dashboards using data visualization tools to track and report CRM campaign performance, enabling data-driven decision-making.
• Automate repetitive tasks, workflows, and engagement mechanisms to improve operational efficiency and scalability, ensuring faster execution and better outcomes.
• Partner with data engineering and MarTech teams to ensure CRM data pipelines, customer data lakes, and CDP workflows are accurate, up-to-date, and optimized for performance.
• Stay informed on crypto market trends, Web3 advancements, and evolving customer behaviors to refine CRM strategies and maintain a competitive edge.
• Exhibit a must-do attitude by identifying challenges early and implementing solutions to ensure campaigns are delivered on time and with accuracy.

Requirements

• 8+ years of experience in online retention marketing with gamification and loyalty programs.
• Data-driven professional with experience working across multiple departments.
• Exposure to CDP platforms, API integration, dynamic personalization, localization powered by AI/ML, and real-time engagement is highly preferred.
• Proven track record of delivering results across commercial, gamification, and retention strategy, technical, and data domains.
• Leadership experience with a hands-on approach.

Nice to Have

• Experience in the crypto or Web3 industry.
• Familiarity with advanced data analytics tools.
• Knowledge of blockchain technologies.

What We Offer

• Competitive salary and performance bonuses.
• Flexible remote work options.
• Opportunities for professional growth and development.
• Work in a fast-paced, innovative environment.
• Collaborative team culture with a focus on results.