CRM Manager

This is a fully remote position, open to applicants in Estonia, +6 more countries.

📋 Description

• Develop and manage customer journeys in Braze, focusing on application and onboarding, repeat loans and add-ons, reactivation, and payment challenges.

• Conduct quality assurance prior to each launch to eliminate customer-facing errors.

• Create journeys utilizing triggers, timing, cadence, channels, fallbacks, stop rules, and handovers.

• Establish control or holdout groups and analyze results based on signed loans, revenue, and arrears.

• Assess opportunities in loans and euros and prioritize tasks by their value.

• Oversee compliance and risk mitigation, including consent and Legal/Risk evaluations.

• Verify events and attributes, rectify journeys impacted by incorrect or delayed data, and escalate issues to upstream teams.

• Transition legacy communications to Braze.

• Adhere to shared intake and handover protocols with other CRM Managers.

• Report directly to the Head of CRM & Customer Value.

⛳️ Requirements

• Over 5 years of practical experience in CRM or lifecycle marketing.

• Direct production experience with Braze or a similar platform (such as Iterable, Customer.io, Salesforce Marketing Cloud).

• Familiarity with journeys, segmentation, event and API triggers, dynamic content, and quality assurance.

• Experience in designing journeys for various lifecycle stages.

• Knowledge of experimentation, including holdouts and analyzing business outcomes.

• Proficient in extracting data using SQL or a product analytics tool.

• Strong commercial acumen to assess the value of improvements in loans and euros.

• Solid compliance understanding concerning transactional versus promotional messages, consent, and the responsible treatment of credit customers.

• Skills in data validation and root-cause analysis.

• Proficient in email, SMS, and WhatsApp communications.

• Experience in creating modular, localizable content for multiple markets.

• Ability to leverage AI for quality assurance and analysis with sound judgment.

• Strong sense of ownership and a proactive approach.

• Capacity to influence decisions within Product, Engineering, Legal, and Risk teams.

• Experience in lending, fintech, or recurring-revenue businesses is advantageous.

🏝️ Benefits

• Competitive salary.

• 5 weeks of vacation.

• Private healthcare compensation.

• Hobby grant.

• Mental healthcare support.

• Share options.

• Comprehensive benefits package.

• Budget and opportunities for personal and professional development.