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OANDA Europe Ltd. is a forward-thinking company revolutionizing the currency trading landscape by providing innovative trading experiences and currency data solutions. The organization is on the lookout for an experienced individual to fill the Head of CRM position, focusing on leading customer marketing strategies globally. In this role, the candidate will be tasked with not only enhancing customer engagement but also driving substantial revenue growth for OANDA.
The Head of CRM will handle various critical responsibilities that include:
Strategic Development: Overseeing the development and execution of a comprehensive CRM strategy aimed at improving customer onboarding, nurturing, retention, and reactivation. The focus will be on maximizing each customer’s lifetime value.
Communication Strategy: Owning the end-to-end client communication strategy to ensure all communications engage customers in a way that aligns with the OANDA brand.
Campaign Management: Managing the delivery and development of all CRM campaigns, through existing channels and exploring new opportunities for activation.
Cross-Functional Collaboration: Collaborating with marketing, product, and data teams to coordinate promotional messaging and enhance the overall customer experience, driving engagement across the business.
Client Communication Orchestration: Overseeing the orchestration of communications to enrich the client’s trading capabilities while minimizing churn and maximizing active trader days.
Data Collaboration: Working closely with the Business Intelligence (BI) and Data teams to develop detailed segmentation models for existing customers and constructing propensity models to better inform the communication strategy.
Vendor Management: Partnering with third-party vendors to continuously optimize systems, striving for a best-in-class customer experience.
Personalized Campaign Development: Creating engaging, impactful, and personalized campaigns that not only enhance the client experience but also align with the organization’s commercial objectives.
Culture Development: Fostering a client-focused culture, delivering timely messages and services, and incorporating client feedback for continual improvement.
Market Research Collaboration: Working closely with customer experience teams to gauge client sentiments and develop campaigns that boost satisfaction.
Team Management: Leading and growing a dedicated CRM team, ensuring the team employs the best CRM practices.
Budget Management: Managing the CRM budget effectively, ensuring that costs are forecasted and controlled.
To be successful in this role, candidates must possess several crucial skills and qualifications, including:
Experience in CRM Strategy: A strong track record in developing and delivering complex CRM strategies that span multiple channels and regions.
Regulated Environment Familiarity: Previous experience working within a highly regulated environment is crucial.
Customer Marketing Software Proficiency: Familiarity with customer marketing software solutions such as Optimove, Hubspot, and Salesforce is essential.
Customer Behavior Understanding: An excellent comprehension of how messaging affects customer behavior, combined with a passion for innovation in CRM practices.
Data-Driven Mindset: An obsession with customer data and performance, using these insights to drive revenue growth.
Attention to Detail: A high level of attention to detail is necessary, with strong stakeholder management and influencing skills.
Project Management Skills: Efficient cross-functional project management capabilities are a must.
OANDA promotes a diverse and inclusive workplace, recognizing the unique skills and experiences each individual brings to the table. The company is dedicated to maintaining a collegial work environment characterized by dignity and respect, mirroring the diversity of the global community in which it operates.
Candidates selected for interviews will be directly contacted. OANDA emphasizes providing a seamless recruitment experience, making accommodations where necessary throughout the hiring process.
Joining OANDA as the Head of CRM presents an exciting opportunity for candidates passionate about customer engagement and growth within the dynamic currency trading sector. The successful candidate will play a pivotal role in shaping how the organization interacts with its customers, influencing the overarching strategy, and contributing to OANDA's commitment to world-class service.
This role not only offers opportunities for career advancement but also enables the chosen candidate to be an integral part of an innovative company renowned for its commitment to transforming the currency trading landscape.
This job offer was originally published on remoteOK.com
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