OLX is one of the largest e-commerce platforms in the world. The mission is to empower millions of people across the globe by making it easy and free for everyone to buy or sell goods and services through their mobile phone or on the web. Due to a combination of expansion and (internal) promotions, they are now in the unique position to build a global team for User Engagement & Communication. The Global CRM Manager is a pivotal role in this team to set-up a solid and scalable communication strategy. The Global CRM Manager will report into the Head of Product for User Engagement & Communication. They will build and lead a team of Data and CRM Analysts.
Through a buy and build strategy, the OLX Group has achieved a market-leading position in 45 countries around the world with brands like OLX, Avito, letgo, Dubizzle and Stradia. Hundreds of millions of people generate more than 1.9 billion visits, 37 billion page views and 54 million listings every month. The organization is going through a transformation to generate more synergy and make the development and international roll-out of innovations even quicker. A global data warehouse was built to support a Customer Lifecycle Management framework that tracks all user behavior and transactions, and offers a variety of targeted user communication campaigns. Now that this is in place, they are hiring a new Global CRM Manager to lead the exploration to discover the next level in CLM.
Vacancy: Global CRM Manager
The Global CRM Manager will get the chance to define the global user communications & messaging strategy and work with the Product Owner and in house tech and data specialists in Berlin to create a top notch tool for global implementation. In a nutshell, the Global CRM Manager will define and launch an integrated omnichannel communications platform to maximize the end user experience, drive business results and impact the group’s growth and revenue targets directly.
The Global CRM Manager will define the metrics for success, build the reporting for both the global and local teams, and create an optimization framework. As OLX has a market leading position in every market, the main objective of this strategy will be retention. Relevant channels include push, SMS, email and in-app notifications. User communications range from transactional product communications to seasonal and loyalty marketing campaigns to targeted interactions for each lifecycle stage and user journey touch point.
Strong stakeholder management skills and superb communication skills are extremely important for this role. There is collaboration with colleagues in Berlin, other product hubs in Buenos Aires, Dubai and Europe and last but not least, with regional teams and markets who will localize campaigns and provide results and insights crucial to improve global user communications.
The ideal candidate
- Agile & analytical
- Connector & influencer
- Practical & results-driven
- Minimum 5 years’ experience
- Of which at least 2 in a managerial position
- MBA / MA / MSc / PHD in a related field
- Ideally at an international, centralized organization
- With e-commerce, Product/CLM/CRM/personalized marketing strategy & operations
- Cross-functional product, tech & data teams
- Customer segmentation
- Targeted sales approach
- Complex project & team management
- Analytical skills to build an optimization framework
- SQL (nice to have)