CRM Manager

Crypto; Hong Kong; On-site; HKD 600,000 - 950,000; Full time

Job summary

Crypto.com is seeking a CRM Manager to lead cross-channel lifecycle marketing across product verticals, driving retention, onboarding, and usage metrics via email, push, in-app and browser channels.

You will own the CRM stack, partner with Marketing, Product, Legal and MarTech to design compliant, data-driven campaigns; apply AI for personalization, optimize timing and content, and report on performance to improve engagement and ROI.

Qualifications

• Minimum 4-6 years in CRM, Lifecycle Marketing, Growth, or Retention roles.
• Hands-on experience with CRM and CDP platforms, especially Braze; building and QAing campaigns.
• Technical HTML/CSS for email and in-browser messages; responsive design.

Responsibilities

• Own lifecycle CRM strategy across product verticals to drive engagement, retention, onboarding and reactivation.
• Design end-to-end marketing automation from segmentation to delivery and measurement across email, push, in-app, and in-browser channels.
• Develop CRM stack ownership including segmentation logic, data flows, and automation architecture.
• Partner with MarTech to build API triggers, data integrations, and real-time event pipelines.
• Write and maintain HTML/CSS for emails and in-browser templates with brand consistency and cross-client rendering.
• Leverage customer data to craft personalized experiences, upsell, and expand usage across products.
• Apply CRM best practices in personalization, A/B testing, journey design, and attribution; scale operations with AI tools.
• Own campaign reporting and performance analysis; translate data into actionable insights to optimize messaging and channel mix.
• Collaborate cross-functionally with Product, Marketing, Creative, Legal, Compliance, and Tech for go-to-market strategies.
• Coordinate with regional legal to ensure CRM activities comply with local regulations.

Skills

CRM

Lifecycle Marketing

Growth

Retention Marketing

Braze

HTML/CSS

REST APIs

SQL

AI in CRM

A/B testing

Campaign Analytics

Cross-functional Collaboration

Tools

Braze

REST APIs

Job description

Crypto.com is seeking aCRM Manager to lead the strategy and execution of cross-channel communications across our product verticals. Key functions will include driving platform retention, engagement, onboarding, and usage metrics, via channels including but not limited to push notifications, email, in-app etc.

The CRM Manager will work closely with Marketing, Product, Creative, Legal, Compliance, and MarTech teams to deliver campaigns that are timely, compliant, and audience-right. The CRM Manager must demonstrate a deep understanding of the company's products and the customer lifecycle, identify consumer touchpoints, and develop actionable strategies to meet business objectives and customers' needs. The ideal candidate should possess strong leadership and communication skills, be highly organized and detail-oriented, embrace AI as a force multiplier, and be capable of managing multiple projects and workstreams simultaneously in a fast-moving, cross-functional environment.

• Own lifecycle CRM strategy across product verticals, driving engagement, retention, onboarding, and reactivation through targeted campaigns and personalized experiences.

• Design and execute end-to-end marketing automation - from segmentation and journey architecture through to delivery, measurement, and iteration - across email, push, in-app, and in-browser channels.

• Develop deep ownership of the CRM tech stack - including segmentation logic, channel configuration, data flows, and automation architecture - to operate effectively and surface improvement opportunities.

• Partner with the MarTech team to build and maintain API-based triggers, data integrations, and real-time event pipelines that power scalable, data-driven campaign delivery.

• Write and maintain HTML/CSS for email and in-browser templates, ensuring consistency with brand guidelines, responsive design, and cross-client rendering quality.

• Leverage customer behavioral data and signals to craft personalized experiences, drive upsell, and expand user usage across products.

• Apply CRM best practices in personalization, A/B testing, journey design, and attribution - continuously raising the bar on execution quality and measurable impact.

• Leverage AI and machine learning tools to enhance personalization, optimize send times, improve content generation, and scale campaign operations.

• Own campaign reporting and performance analysis; translate data into actionable insights to optimize messaging, timing, segmentation, and channel mix.

• Collaborate cross-functionally with Product, Marketing, Creative, Legal, Compliance, and Tech for go-to-market strategies aligned with business priorities.

• Coordinate with regional legal and compliance teams to ensure CRM activities comply with local regulations, particularly in regulated markets.

• Develop engagement strategies such as gamification, challenges, and reward mechanics to enhance platform stickiness and drive key usage metrics (e.g., DAU/MAU, transactions, purchases).

• Minimum 4-6 years of experience in CRM, Lifecycle Marketing, Growth, or Retention Marketing roles.

• Hands-on experience with CRM and CDP platforms, particularly Braze; proficient in building, QAing, and optimizing campaigns directly in the tool.

• Technical proficiency in HTML/CSS for email and in-browser message development; experience with responsive design and cross-client rendering.

• Familiarity with REST APIs and how CRM platforms consume event data and integrate with external systems; ability to work alongside MarTech and engineering teams on integrations.

• Strong command of CRM setup and operations - segmentation architecture, channel logic, data integration, and automation flows.

• Analytical proficiency in campaign performance analysis; comfort with BI tools and data querying. SQL experience is a strong plus.

• Demonstrated interest in applying AI tools to CRM workflows - content generation, predictive segmentation, send-time optimization, or operational automation.

• Solid understanding of lifecycle marketing best practices: personalization, journey design, A/B testing, and campaign attribution.

• Strong organizational skills - able to manage multiple campaigns and workstreams simultaneously with a high degree of accuracy.

• Strong cross-functional communication skills; comfortable navigating between Marketing, Product, Legal, and Tech teams.

• Knowledge of digital assets, cryptocurrency, and Web3 ecosystems is highly preferred.

• Experience in a regulated industry (crypto, fintech, gaming) is a strong advantage.