CRM Manager

🌍About us:

Scope Markets, the brand used by the Rostro Group offers institutional and retail trading services to businesses and traders worldwide. Our top management team has more than 20 years of experience in the industry, and we are proud of the solid partnerships we built over the years. Whether it's a business or individual, Scope Markets has a wide range of trading solutions that are compliant, flexible, cost-efficient, innovative, and place the client first. 

🔍The Role:

As a CRM Manager, you’ll lead and mentor a CRM Executive, drive data-driven strategies, and optimize multi-channel communication across the entire customer lifecycle. From activation and engagement to retention and reactivation—you’ll play a pivotal role in shaping customer journeys that deliver real business impact.

We're looking for someone who not only understands the power of personalization and automation but also ensures that every CRM initiative aligns with our commercial goals and delivers measurable results.

🚀 How You Can Make a Difference:

• Coach and manage a CRM executive to create killer customer marketing campaigns, strategies and tactics, including automated customer lifecycle journeys.
• Manage all customer marketing channels (email, SMS, and others) to business KPIs with focus on total active users, trading volume and RPM.
• Design, implement and continuously improve best practice customer lifecycle funnel with focus on customer conversion and retention.
• Plan, create, and execute targeted CRM campaigns by setting up automated journeys based on real-time data triggers, or ad hoc promotional activities, delivered through various communication channels.
• Own customer segmentation strategy with customer tiers, benefits and flows. Be in charge of customer loyalty and bonus schemes.
• Be an expert in customer values, motivations, drivers and triggers to adapt and optimise our product offering accordingly.
• Utilize data analytics to segment B2C and B2B customer data and deliver highly personalised campaigns by incorporating customer behavioural, transactional, and trading data.
• Monitor, analyse, and report CRM performance metrics, A/B tests, and KPIs using various analytical tools to measure campaign effectiveness and ROI, and provide actionable insights to optimize campaigns.
• Identify opportunities for automation throughout the user journey, including setting up triggered communications based on lifecycle stages, trading behaviour, and account activity.
• Ensure all CRM activities comply with industry regulations (e.g., GDPR, local marketing laws) and reflect best practices in email marketing.
• Work closely with the Marketing team on the global comms plan to maximise customer conversion and retention KPIs.
• Work closely with the Product team on user experience and customer journeys across all touchpoints to maximise customer conversion and retention KPIs.
• Collaborate with BI and tech teams to ensure data accuracy and accessibility for CRM initiatives.
• Understand client trading patterns and behaviour to design lifecycle programs that support client education, retention, and reactivation.
• Bring a test-and-learn mindset to optimize communications, subject lines, timing, and formats to boost engagement. 

🎯Requirements: Skills and Competencies

• Minimum of 5 years’ experience in a CRM management role.
  
• Experience working in the forex, iGaming, or financial services industries.
  
• Experience in leading distributed teams and managing stakeholders across different seniority levels.
  
• Hands-on experience with analytical tools such as Google Analytics, Tableau, or Power BI.
  
• Experience working with customer data platforms (CDPs), including tools for email, SMS, and WhatsApp.
  
• Fluent in English, both written and spoken. 

🎯Skills and Competencies

• Strong analytical skills and a data-driven mindset.
• Proven ability to perform A/B and multivariate tests to optimise campaign performance.
• Extensive experience working with CDPs; familiarity with Optimove is an advantage.
• Proficiency in CRM segmentation, targeting, and personalization tactics.
• Experience with CRM campaign automation and journey mapping tools.
• Experienced in customer loyalty and referral programs.
• Solid understanding of the trading and investing industry to continuously improve our comms and customer experience. 
  

🎯Personal Specifications:

• Internally driven and curious, always exploring new ways to improve results and processes.
• Comfortable working in ambiguity and proactively designing and refining workflows.
• Collaborative mindset with the ability to work cross-functionally and drive alignment across teams.
• Results-oriented and focused on execution, even when faced with internal or external challenges.
• Strong communication and interpersonal skills with a natural ability to influence and engage others.
• Adaptable and resilient, able to pivot quickly in response to market or business changes.
• Customer-first mindset with a deep understanding of user behavior and lifecycle needs.
• Detail-oriented, ensuring high-quality execution across multiple campaigns simultaneously

💰Perks & Benefits:

• Attractive Remuneration: A competitive salary package based on your qualifications, experience, and skills.
• Performance-Based Rewards: Annual discretionary bonuses and yearly salary review to recognize and reward your outstanding performance.
• Generous Time Off: Annual Leave days to rest and recharge.
• Pension Scheme: Company contributions to our provident fund, helping secure your future.  
• Vibrant Work Environment: Be part of an energetic and diverse multicultural team.
• Flexible Work Arrangements: Benefit from our hybrid work model, giving you the freedom to work from home.
• Career Growth: Opportunities for continuous personal development and career advancement.
• Team Bonding Events: Annual company events and parties to foster connection and engagement among employees.