Senior CRM Operation Specialist

Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by over 280 million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products. Binance offerings range from trading and finance to education, research, payments, institutional services, Web3 features, and more. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world. We are seeking an experienced CRM Operations Specialist to join our Customer Relationship Management team. This role is responsible for optimizing multi-channel CRM campaigns (e.g., App Push, Inmail, email) to ensure effective delivery and drive user engagement and conversion. The candidate will align with company OKRs, focusing on improving CRM deliverability rates, open rates across all channels, and enhancing CRM efficiency (creation time / approval time / send time). This position is ideal for a data-driven marketing professional passionate about boosting user loyalty and business growth through refined operations. Responsibilities - Campaign Execution and Optimization: - Plan, create, approve, and send multi-channel CRM campaigns, including App Push notifications, email, and social pushes, ensuring content aligns with brand guidelines and user preferences. - Monitor and streamline campaign workflows to reduce creation time, approval time, and send time, improving overall CRM efficiency. - Performance Metrics Management: - Track and analyze deliverability rates across all channels, identify bottlenecks (e.g., platform restrictions or user permission issues), and propose solutions, such as optimizing push timing and copy via A/B testing. - Monitor open rates, leveraging user behavior data (e.g., activity, preference tags) for personalized segmented pushes to enhance engagement and conversion. - Data and User Management: - Establish a data monitoring and analysis system for CRM, regularly produce operational performance reports, promptly identify business risks, and propose solutions. - Conduct analysis experiments based on user behavior and preferences, continuously iterate and validate the effectiveness of CRM push strategies. - Maintain customer data in CRM systems, ensuring data accuracy, segmentation, tagging, and deduplication. - Collaborate with cross-functional teams (e.g., Product, Marketing, Development) to gather requirements, and process solutions for issues. - Tools and Process Optimization: - Utilize analytics tools for data mining to identify inefficiencies (e.g., lower Android deliverability vs. iOS) and implement automated workflows to reduce manual intervention. - Conduct A/B testing and experiments to optimize channel combinations (e.g., Push + SMS), aiming to improve CRM efficiency by 20% from current benchmarks. - Key feature improvement: - Focus on new features to improve efficiency - Exploring new channels/tools for CRM to Improve user loyalty - Focus on AI tools can give operator different options to reactivate users Requirements - Education: Bachelor’s degree or above in Marketing, Data Analytics, Computer Science, or related fields preferred. - Experience: - 5-8 years of experience in building CRM systems at major internet companies, with at least 3 years of team leadership experience; candidates with experience in trading companies are preferred. - Experience in building a CRM system from scratch (0 to 1) and continuously iterating and improving it afterward, with verifiable successful cases and supporting data. - Able to clearly provide past successful cases and concrete data demonstrating improvements in key channels (e.g., APP Push, EDM) regarding open rates and click-through rates. - Core Skills: - Proficient in CRM platforms (e.g., Braze, Salesforce, HubSpot) and push tools. - Strong data analysis skills - Excellent communication and coordination skills to streamline cross-department approval processes. - Knowledge of privacy regulations and channel specifics - Soft Skills: - Results-oriented, detail-focused, fast learner; sensitive to user experience with the ability to derive business insights from data. - Nice-to-Haves: Experience with e-commerce, finance, or content apps; familiarity with OKR frameworks or agile methodologies. Why Binance - Shape the future with the world’s leading blockchain ecosystem - Collaborate with world-class talent in a user-centric global organization with a flat structure - Tackle unique, fast-paced projects with autonomy in an innovative environment - Thrive in a results-driven workplace with opportunities for career growth and continuous learning - Competitive salary and company benefits - Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team) Binance is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success. By submitting a job application, you confirm that you have read and agree to our Candidate Privacy Notice. #J-18808-Ljbffr