Director of CRM - Monetization

Paris, IDF, FranceFull-time

Company Description

We are music and tech fans hailing from all over the globe, working to make Deezer the most personal music streaming service. 

From data scientists to tech experts, artists & labels specialists to marketers, and even in-house music editors, our team is spreading the love for music to over 180 countries. Supporting local and international artists and bringing them closer to their fans is our mission - we believe music is about diversity, multiculturalism and togetherness. 

Ready to join the team? We're all ears.

Job Description

We are looking for a Director of CRM to join our global team in London or in Paris and help us engage our users. The CRM Director will focus on automating our user journeys to increase conversion, upsell, and winback. The CRM Director will lead a team of ~3 and work closely with the Data, Payment, Product, and Product Marketing teams to maximise customer lifetime value. 

Key responsibilities: 

  • Develop the CRM customer monetisation roadmap for all users.
  • Manage the Monetisation CRM team to lead continuous improvement.
  • Deliver a series of multi-channel CRM communications spanning emails, push notifications, in-app messages, SMS and WhatsApp messages.
  • Create a meaningful relationship with customers by ensuring timely and relevant touch points across platforms.
  • Conduct in depth performance analysis together with the Business Intelligence team.
  • Translate data and into actions to ensure constant improvement to reach and exceed defined KPIs.
  • Create behaviour based conversion campaign to maximise ARPU.
  • Develop win-back and reactivation tactics and never give up on users.
  • Create effective upsell and cross sell campaigns.
  • Collaborate with data and technical teams to ensure we have all relevant triggers and tools to maximise performance.
  • Development and analysis of test and learn strategies to optimise communications effectiveness; feeding all insights gained from past campaigns to create a continuous process of testing and improvement.
  • Contribute to the global CRM strategy with the other members of the team.

Qualifications

  • Team player. We stand strong as a team rather than as a sum of talents and are willing to accept feedback and share our know-how to deliver the best experience possible to our users.
  • Must be proactive and self-directed.
  • Customer-oriented attitude.
  • +8 years of marketing or customer relations experience in a multinational company, ideally within a subscription business model.
  • Strong interpersonal skills and a drive to get things done collaboratively.
  • Excellent planning, analytical skills and project management.
  • Ability to be creative and use their initiative to develop new ideas.
  • Quality, accuracy and attention to detail are critical.
  • Excellent verbal communication skills, with the ability to communicate clearly, effectively and appropriately with colleagues, suppliers and others at all levels.
  • Able to effectively prioritise workload and manage a team.
  • HTML and CSS skills are advantageous but not a requirement.
  • Working proficiency in English. Additional language is a plus.
  • Knowledge and exposure to the music industry is a plus.
  • True music fan ;)

Additional Information

Life @ Deezer HQ Paris:

  • Start-up environment with an at home vibe and outdoor space.
  • Kitchen stocked with free drinks and snacks daily.
  • Friday drinks & seasonal parties.
  • Flexible WFH policy.
  • Hackathons & meetups.


We are an equal opportunity employer.