About hi
hi is leveraging blockchain technology to build the world’s most user-friendly and functional crypto amp; fiat app. The app combines the functionality of a crypto exchange with a next-generation digital banking platform, providing members with an all-in-one service for savings, investments, payments, and lifestyle benefits. 3.5 million people from 190+ markets have signed up for hi and the hi App has been downloaded over 1.7 million times.
hi’s Co-founder is Sean Rach, former CMO of Crypto.com, and we have 120+ employees in offices across Asia and Europe.
Engage with us on Telegram, Twitter, Instagram, LinkedIn, or our website - hi.com.
Job Description
We are looking for a talented Head of Customer Engagement amp; CRM to help with our global expansion. Please note that the specified location is only for reference, the role can be performed elsewhere.
About the Role
We are at the very beginning of our Customer Engagement journey, and we are now looking for an experienced Customer Engagement specialist to help us engage, retain and grow the value of the relationship between hi and its members and future members. You will be at the forefront of helping us grow from millions of engaged members to 100s of millions of members in record time.
We are looking for a leader to build out a team, our goal is to develop a small, best-in-class Customer Engagement amp; CRM capability. Working closely with the Head of Marketing, Head of Product and Head of Technology, you will be expected to show leadership across Customer Engagement decisioning relating to strategy, goals, resourcing, workflow and technology stack.
The ideal candidate must demonstrate a strong understanding of data creation and analysis, customer journey mapping and messaging delivery to propose, design, and launch CRM campaigns and workflows that create the data we require to deliver against conversion goals. You must be a hands-on specialist, with the drive to do things yourself across platforms and channels, while we scale and build a team at pace.
Responsibilities
- Develop a Strategy for Customer Engagement and Retention focused on Conversion Goals.
- Identify the resources, technology and workflow required to deliver against those goals at pace.
- Map member journeys identifying the biggest pain-points and opportunities.
- Develop a segmentation strategy based on customer attitudes, intents and behaviors.
- Design a pragmatic executional workflow.
- Work closely with data and technology teams on data architecture, integration and management.
- Propose, design, and launch CRM campaigns across channels and messaging platforms, including App, Email amp; Social Media.
- Set up analytics and reporting mechanisms to optimize strategies and improve customer engagement ongoing.
- Make localization an absolute priority, to ensure we serve members across markets and languages.
- Identify opportunities for improving the efficacy of marketing, including via automation.
Become an integral part of the hi leadership team, and a key voice in driving growth, engagement and retention.
Requirements
- Specialist expertise in designing and delivering Customer Engagement programs at scale.
- Outcomes-driven mindset, with proven experience of delivering results within your field.
- Passion for building something from scratch, matched with an ambition to create a best-in-class capability.
- Proficiency and experience using Customer Engagement and CRM software such as customer.io or Braze.
- Familiarity with CDP software such as Segment.
- Familiarity with GA and GTM, including analytics, tag implementation, and conversion tracking.
- Hands-on, collaborative mindset to embrace a fast-growth startup mentality.
- Experience managing teams in an agile, remote environment.
- Proficiency in SQL, Python or other relevant programming languages.
- Preferred: experience or personal passion for cryptocurrency, blockchain and fintech.
- Strong-sense of ownership.
- Collaborative, open-minded approach to working and ability to adapt to fast-changing environments.
Benefits
What can you expect from us?
- You will assume a leadership position in a highly ambitious company operating at the cutting-edge of Web3 innovation.
- We will offer you an attractive compensation package.
- You will be provided with the freedom and resources to build your own team, workflow and capability.
- You will work in a dynamic environment that allows you to work either from the office or from home.