CRM Manager/Specialist

Company Description

Wolt is a technology company that makes it incredibly easy to discover and get the best restaurants, grocery stores and other local shops delivered to your home or office. Since launching 7 years ago, Wolt has expanded from a restaurant food delivery platform in the Nordics to a leading player in the delivery of everything across EMEA. Wolt works together with tens of thousands of restaurant and retail partners, as well as with over a hundred thousand courier partners across 23 countries and 250+ cities. In November 2020 Wolt and DoorDash announced they are joining forces, and the transaction is expected to close in H1 2022. We continue to expand rapidly and are looking for more talented individuals to join us.

Wolt not only offers great apps to customers and partners, but is also developing a broad range of technologies and solutions. Our apps (iOS and Android) have the industry’s highest reviews, largely because of our customer-centric approach to how we build our products and operations. For example, our customer service team responds in a matter of minutes, in the customer’s own language.

So, why work at Wolt?

At Wolt, we’re about getting things done.
You’ll probably enjoy it here if you like taking ownership, developing yourself and being around friendly, humble and ambitious people.
We work hard to make cities into better places, and it’s pretty cool seeing us grow every week. If you’re passionate about building things that just… work, Wolt might be for you!

Job Description

The CRM Manager, reporting to the Head of Marketing Strategy & Planning, is responsible for leading the strategy and execution of customer communication efforts across the market. This role is pivotal in optimizing our customer interactions, to drive engagement, retention and loyalty of our customer base. You will play a key role by concepting, creating, optimizing our communication for designed regional campaigns, and country campaigns. This role requires a blend of strategic thinking, data analysis, and cross-functional collaboration to deliver exceptional customer experiences and achieve business and marketing objectives. You will own the marketing channel inventory of the country, overseeing the allocation, usage, and optimization of various channels for partners/vertical campaigns. This process ensures that our placements are effectively utilized to drive desired business outcomes, without compromising the experience of our user base.

Responsibilities & Duties

Own the market plan for customer communication and communication inventory including email and push messaging
Understand the full view of communication, including global programs and local sends to our user bases.
Oversee the execution of the communication plan, analyze the outcomes and monitor opt-outs where needed.
Collaborate closely with global marketing automation team to optimize the full customer journey
Maintain a clear communication plan overview that is shareable with regional and global stakeholders.
Foster an experimentation culture where new initiatives can be trialed and iterated upon to optimize value creation.
Collaborate with the Consumer Business and other functions in order to define growth levers and unlock insights to optimize campaign performance.
Collaborate with global teams to align market strategies with global standards.

Qualifications

Mid level experience in a CRM role, with a focus on segmentation, life-cycle management and stakeholder management.
Good record of successful cross-channel (email, push, in-app messages etc.) life-cycle communication.
Experience with End-to-end planning, development and execution of large-scale engaging life-cycle campaigns.
Customer-first attitude: ability to put yourself in customer shoes and have a deep understanding of customer segmentation.
Excellent verbal and written communication skills and strive to have a customer-first mindset.
Comfortable working with different departments and senior stakeholders. You can build relationships and alignment but are not afraid to push ahead on your vision.
Self-starter and impact-driven: you enjoy taking ownership of projects with limited oversight. You’re not afraid to take responsibility and ownership of your work
Technically-savvy and comfortable with technical matters, but you also care about how your communication looks and what message you send to Wolt users.
Quick learner and problem solver with a strong analytical mindset and eager to learn and develop with a passion for using data to improve campaign performance.
Strong analytical skills. You’ll need to be able to analyse complex data sets and make decisions off the back of those.
Fluent in English and Japanese

Additional Information

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going!

Along with a competitive salary and benefits, you will also be eligible for our stock option plan.

You will fit into a truly diverse team across 23 countries - what really matters to us is a caring and welcoming environment where we embrace uniqueness and celebrate diversity. Experience a company culture where we work on eye level, decisions are made quickly and knowledge sharing, as well as mentoring, is on our daily agenda.

What you’ll get by joining us:

Opportunity to be part of building something exceptional, in an international environment
Lots of learning and growth in a globally scaling tech company.

Please note that we do not accept applications sent by mail. You should submit your application through our careers website!

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