Senior/ CRM Manager, Retention & Gamification

Crypto.com is seeking a highly skilled and motivated (Senior) CRM Manager to join our Global CRM team. Reporting to the Global CRM Director, this 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.

We are looking for someone with strong collaboration skills, a must-do attitude, and a hands-on approach to tackling challenges. The ideal candidate is a team player who thrives in a fast-paced, dynamic environment and has a proven track record of delivering impactful results in retention, win-back, lifecycle management, and gamification strategies.

You will work closely with cross-functional teams across marketing, product, and creative to craft and execute seamless customer journeys. This role requires deep expertise in CRM platforms, campaign optimization, and data analytics, as well as familiarity with AI/ML-driven personalization, gamified customer engagement, and blockchain-powered retention strategies.

Responsibilities:
• 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. Strong candidates must demonstrate a proven record of implementing end-to-end gamification strategies and delivering measurable results.
• 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.
• Market Awareness: 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:
• 8years+ experience in online retention marketing with gamification and loyalty programs
• Data Driven professional
• Experience working with multiple departments
• Exposed / used CDP platforms, API integration, dynamic personalization, localization powered by AI/ML, and real-time engagement are highly preferred.
• Candidates with a proven track record of delivering results across commercial, gamification and retention strategy, technical, and data domains—coupled with leadership experience and a hands-on approach—will be considered for the Senior Manager position.