Customer Success Manager, UK

CRM Manager (B2B)

Type: FULL-TIME Permanent

Location: London, UK

Line Manager: Head of Retention & Customer Experience

About Diginex

Diginex is a disruptive impact tech business helping organisations to address the world’s most pressing ESG and sustainability issues, utilising the latest blockchain technology to lead change and increase transparency.

Diginex’s frontier-pushing SaaS products are used by both companies and governments to tackle challenges including supply chain management, labour rights, due diligence, data management and corporate environmental responsibility. Its technology provides businesses who want to do better with the tools that both help them be more responsible, and to realise the commercial benefits of ESG, including greater efficiency, reduced corporate risk, and increased ability to attract and secure investment.

By using its impact technology to understand their operations with help of reliable data, organisations can future proof their business models and accelerate growth, while contributing to a better future.

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‍The Role

An opportunity has arisen for a commercially driven CRM Manager to join our business to own and drive the retention strategy for Diginex.

Working closely with the Head of Retention and Customer Experience, you will create and build the communication strategy and act as a point of contact for B2B clients throughout their lifecycles, including onboarding as well as retention journey as well.

Responsibilities

• Develop and deliver lifecycle campaigns based on customer profiles, behaviours, value, customer experience stories and continually optimise through a test and learn approach to support the sales funnel.
• Create engaging segmented communication to drive conversion rate from     trialling customers to paying customers, as well as maximise customer subscription     renewals and lifetime value.
• Accountable for testing and optimising all automated communications.
• Own and nurture the CRM database.
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• Create engaging content that boosts conversion, retention, subscription renewals as well as NPS and CSAT scores.
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• Close cooperation with the commercial and sales teams to assist in delivering on their objectives.
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• Maximise ARPU, LTV and minimise Churn.
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• Report weekly, monthly, and quarterly on CRM performance versus targets.
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• Communicate directly with customers when necessary.
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• Work closely with the tech team and be up to date with the SaaS product new and enhanced features.
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• Communicate and create inspiring newsletters about the new and enhanced SaaS features to prospects and customers.
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• Manage website content such as uploading News, Insights, etc

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Experience

• 3+ Experience in a CRM Marketing role.
• Experience in using B2B CRM systems. HubSpot is a big plus.
• Experience in developing and deploying CRM and Loyalty Strategies.
• Experience in analysis of large data sets and data manipulation.
• Experience in database marketing, profiling, and segmentation.
• Motivated to work on own initiative.
• ‍Data driven and analytical approach.
• Excellent stakeholder management.
• Excellent numerical and analytical skills.
• Attention to details.
• Proactivity.

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What you can expect from us

We are an equal opportunities employer. We believe that the key to our success is employing a diverse team, that’s why recruitment decisions are only based on your experience and skills. We value your ability to problem solve and build amazing things, so we welcome applications for everyone – regardless of age, sex, disability, sexual orientation, race, religion, or belief.

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