About the company
Kraken, the trusted and secure digital asset exchange, is on a mission to accelerate the adoption of cryptocurrency so that you and the rest of the world can achieve financial freedom and inclusion. Our 2,350+ Krakenites are a world-class team ranging from the crypto-curious to industry experts, united by our desire to discover and unlock the potential of crypto and blockchain technology. As a fully remote company, we already have Krakenites in 70+ countries (speaking 50+ languages). We're one of the most diverse organizations on the planet and this remains key to our values. We continue to lead the industry with new product advancements like Kraken NFT, on- and off-chain staking and instant bitcoin transfers via the Lightning Network.
Job Summary
The Opportunity
đź“ŤAssist the Director, Retention & Lifecycle in leading the strategy for lifecycle programs involving a mix of push, in-app, email, and SMS, delivering best-in-class member communications that increase activation, onboarding transactions, and other actions that improve client quality. đź“ŤBuild and execute complex User Retention (CRM) campaigns that guide clients to relevant products and services within Kraken đź“ŤConduct data analysis on campaign results, while using data to optimize and create operational plans đź“ŤYou will execute thoughtful experimentation to unlock high-impact campaigns, and leverage automation to maximize engagement & retention throughout the customer lifecycle đź“ŤOwn Lifecycle OKRs and metrics, with strong intuition and foresight to identify, size, and prioritize opportunities that inform a lifecycle roadmap to generate a meaningful contribution toward shared and team goals. đź“ŤPartner with our Data Intelligence and Growth Analytics teams to ensure the team is equipped to measure and attribute impact across KPIs, informing future strategy and prioritization. đź“ŤContinuously improve through an ongoing lifecycle experiment roadmap covering both short-term campaigns and long-term series, testing across incentives, creative, content, features, and cadence, deriving insights to tangibly impact initiatives across the org. đź“ŤAdditional duties and responsibilities as assigned / needed.
Skills you should HODL
📍8+ years of experience with a proven ability leading the development of complex lifecycle/CRM programs from strategy-to-execution (a particular focus on acquisition and/or onboarding experiences is a plus). 📍Extensive experience building and executing complex CRM campaigns with multiple stakeholders 📍Experience with CRM tools such as Salesforce, Braze, LeanPlum, and other campaign-building tools 📍Strong awareness of user operations (i.e. loyalty programs) 📍Advanced in Analytic tools such as Tableau, Looker, Great Plains, Big Query 📍You’re the antithesis of a lone wolf: you clearly communicate and involve stakeholders early and often and work to secure buy-in, address concerns, and incorporate feedback 📍You’ve got a couple of moonshot ideas for transforming marketing in crypto 📍In-depth knowledge of marketing automation/CRM systems, with experience pushing the boundaries of what those platforms can do. 📍Expertise in customer segmentation strategies and subscriber management across multiple channels (omni-channel).
