CRM Lead in Paris at Luko
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CRM Lead in Paris at Luko

Company Name: Luko | Location: Paris | Type: Job | Last Date to Apply: 2021-03-01

Job Description The MRR tribe At Luko, Lukooms forces are divided into 3 tribes, set up on a product-based organisation. Each tribe has its own roadmap with a product manager and a dedicated tech team: The MRR tribe that focuses on Lukos growth via the acquisition of new customers, the NPS tribe is aimed at delighting our users throughout the whole life of their contract – claims included, and the TPM tribe that works on building the best connected devices and services to protect our homes. As part of the MRR tribe (Monthly Recurring Revenue), you will primarily work on Lukos growth via the acquisition & retention of new customers. Across all available channels, the MRR squad is responsible for creating diverse advertising campaigns, building new partnerships and creating our Luko brand that represents us as we are: reliable, caring, committed, accessible and ever evolving. Your mission in the MRR tribe As a senior CRM manager, your role will be instrumental to fuel Luko’s exponential growth. You will work directly under the supervision of Luko’s Chief Marketing Officer to build a stellar client relationship, unique in the Insurance sector. You will manage a Conversion & Retention Manager and progressively build your team to ensure Lukos international development and growth. Define and coordinate the CRM strategy to fuel our growth while ensuring all Luko teams have one face to the client Design and implement the CRM holistic strategy and deploy across channels, to activate, onboard, engage, educate, upsell, and retain our customersGuarantee one face to the client across Luko teams by ensuring unified CRM efforts , all along the customer journey, from acquisition to on-boarding, run and retention, cross-sell and referralKeep 360 view on all CRM actions from the Business, Ops, Finance, Product team to customers to monitor CRM communications’s timing, consistency, tone of voice (with the Brand team) and frequency *Lead CRM operations * Lead automated customer journey flows across all available channels (email with Autopilot, sms with Twilio, chat with Intercom, in-app push, pop-ups)Manage end-to-end development and execution of campaigns, from the creative brief to our designers & copywriters, to defining target audiences and capturing feedback from all relevant stakeholdersOwn and enrich the CRM tool, across all teams (Business, Ops, Finance, Product, Data) Optimize performance Build the strategy and methodology to identify, test and assess new channels opportunities, both online and offlineKeep improving performance through AB testing and benchmarking vs competitors’ actions and industry best practicesWork with the Acquisition, Conversion and Customer Success teams to leverage customer insights in order to personalize communication (messages, channels, tone of voice)Be creative and meet with peers from other companies and other industries to get new ideas KPIs Increase in MRR, especially regarding nurturing, up-sell and referralImprovement in conversion rates and all the usual CRM metrics (CTR, open rate etc)Churn reduction Preferred Experience Who are you? 5 years of experience in CRM across channelsYou have a deep knowledge of marketing automation platforms, CRM tools, segmentation tools and data visualization tools (we use Looker)Track record of business results through testing and deploying marketing campaigns across channels in a fast paced environmentYou have built & managed a CRM team in the past (bonus : across several countries)Extremely analytical & data-driven profile, but also creative and able to find outside the box ideas to testHigh degree of autonomy, drive and energyGetting things done attitude, self starter with willingness to roll up sleeves and execute fastYou are perfectly fluent in English and have worked in international contexts and environments What we offer Be part of the fastest growing insurtech in EuropeEvolve in a stimulating and challenging environmentShare and learn with a passionate and diverse teamFriendly team and a brand new office in ParisBSPCE planSwile lunch planRemote friendly