About the job
As the CRM Manager at ten-group, you will be instrumental in spearheading our comprehensive CRM initiatives across the Americas, EMEA, LAC, and APAC regions. Your leadership will drive significant strategic initiatives on a global scale, ensuring our CRM capabilities are scalable and enhanced through collaboration with stakeholders worldwide. In this pivotal role, you will take full ownership of the CRM landscape and agenda specific to the Americas, working closely with a diverse, cross-functional team to manage and execute day-to-day CRM operations. Your primary goal will be to foster sustainable growth through the continuous optimization of tactical and strategic campaigns, backed by consistent performance analysis and effective communication of insights to the business.
Key Responsibilities:
- CRM Program Management: Assume leadership and ownership of a best-in-class CRM strategy that spans the customer lifecycle. This role merges strategic thinking with practical delivery, utilizing Braze as a core platform to facilitate personalized, timely, and effective customer communications. Your contributions will be vital in advancing our CRM capabilities, embedding innovation, and achieving measurable commercial and customer outcomes.
- Lead and oversee the end-to-end delivery and performance of the CRM program across the Americas, EMEA, LAC, and APAC.
- Define the strategic direction for the CRM agenda, ensuring efficient planning, management, and execution on a day-to-day basis.
- Transform business objectives and customer insights into actionable CRM plans and roadmaps.
- Promote a customer-first, value-led approach to CRM that aligns with industry best practices.
- Act as the primary authority and escalation point for all CRM-related activities in the region.
- Direct the scope, planning, and execution of major data, technology, and marketing automation projects to enhance CRM capabilities and outcomes.
- Oversee CRM performance analysis and reporting, providing actionable insights and recommendations that inform strategy and optimize business decisions.
- Serve as a Braze subject-matter expert, managing campaign builds, Canvas journeys, segmentation, and orchestration.
- Design and implement multi-channel CRM activities utilizing Braze's features, including real-time event triggers and dynamic content, to enhance relevance and performance.
- Collaborate with technical teams to optimize data feeds, integrations, and event schemas.
- Drive advanced personalization leveraging behavioral, transactional, and preference data.

