CRM Manager (f/m) 80-100%

Ricardo makes moments of joy possible in everyone's life, by giving idle things a new home and making them appealing to the many, through the most trusted and convenient marketplace in Switzerland. It is also the largest, with 3.7 million members.

A team of more than 100 people from 26 nations based in different locations (Switzerland, France, Serbia) works to ensure that Ricardo remains an exceptional product - and one that is firmly established and popular among the Swiss population. We are passionate about what we do, and eager to develop innovative solutions for our users - convinced that it's best to move forward as a team. Thanks to our agile working methods, we are able to focus dynamically and flexibly to change customer needs.

Directly reporting to the Head of Digital Marketing, our Customer Relationship Management Manager is in charge of planning and implementing all direct communications toward our users (automated emails, newsletter, push notification, direct messaging). The main goal of all efforts is to engage potential and existing users and convert them into active users.

Responsibilities

• Define the strategy and roadmap for E-mails and Push Notifications in order to engage our customers
• Execute all the CRM activities and optimize based on the relevant KPIs for each channel in order to activate, engage and retain our customers
• Work alongside our Data Intelligence team to analyze our customer database, understand their behaviour, needs and expectations and define clear customer segments.
• Identify and coordinate all existing communication channels and tools (marketing messages, transactional emails, service emails...)
• Analyze CRM campaigns and report on all activities, making recommendations and implementing changes based on findings.
• Set up a dialogue strategy over the customer life cycle using adapted channels
• Define business requirements to improve CRM-tool-environment
• Refine current set-up and processes in order to automate and personalize communication with customers
• Set up and implement our multichannel dialog-marketing
• Define and run customer surveys

What we look for

• 3-5 years experience in building and directly executing digital CRM strategy and activities for a retailer or a marketplace
• Hands-on experience working on ESP platforms
• Experience with customer database segmentation and personalization
• Excellent understanding of Data Management Platforms and marketing automation tools
• Confident with big amounts of data and experience with visualization tools (Tableau or similar)
• SQL knowledge is a plus
• Very pragmatic hands-on mentality
• Strong dedication to deliver results and drive change with a positive can-do attitude
• Data-driven thinker who makes decisions based on analysis and numbers
• Enthusiasm, positive attitude and team player
• Fluent in German and English, French is a big plus

What we offer

• Opportunity to grow in a market leading company with a very strong local brand
• A young, open-minded and motivated team in a multicultural environment
• A shareholder offering an extensive network and various opportunities within the portfolio
• A highly attractive workplace located in Zug, with high quality of living, low tax rates and superb infrastructure

Location
Zug