Head Of CRM & Lifecycle Automation

Multitude is a listed European FinTech company, offering digital lending and online banking services to consumers, small and medium-sized businesses, and other FinTechs. The services are provided through three independent business units, which are served by our internal Banking-as-a-Service Growth Platform. Multitude’s business units are consumer banking (Ferratum), business banking (CapitalBox) and wholesale banking (Multitude Bank).

Multitude Group employs over 700 people in 25 countries and offers services in 16 countries, achieving a combined turnover of 212 million euros in 2022. Multitude was founded in Finland in 2005 and is listed on the Prime Standard segment of the Frankfurt Stock Exchange under the symbol 'FRU'. 

We are seeking a Head of CRM and Lifecycle Automation to design and implement strategies that enhance customer engagement throughout the lifecycle. Your focus will be on improving customer communication, optimizing conversion rates, and driving growth through CRM insights and telesales capabilities. You will develop data-driven approaches to boost customer retention, foster engagement, and build loyalty. Additionally, you will create effective telesales strategies to exceed sales targets, continuously refine processes, and enhance CRM integration to improve lead conversion and reduce churn.

Key Responsibilities

• Data-Driven CRM and Lifecycle Strategy: Develop and execute a data-centric CRM strategy with automated lifecycle communication across channels, leveraging customer data to create targeted and impactful touchpoints.

• Cross-Department Collaboration: Partner with Product, Marketing, CX and other teams to build cohesive customer journeys informed by insights and performance data.

• Team Leadership and Development: Lead the CRM and telesales teams, setting performance targets and using analytics to optimize conversion and retention strategies. Foster a high-performance culture with a focus on data-driven improvements and personal development.

• Analytical Performance Measurement: Use advanced analytics to monitor CRM and telesales metrics and present actionable insights to leadership.

• Regulatory Compliance and Data Privacy: Ensure that CRM and telesales practices meet regulatory and data privacy standards relevant to customer data management and GDPR compliance.

• A/B Testing: Experiment with different retention strategies (e.g., messaging types, offer formats)

• Expertise in applying AI-driven tools such as Salesforce Einstein to perform predictive analytics (e.g., lead scoring, churn prediction), manage personalized customer journey mapping, and utilize data-driven insights for customer segmentation, engagement optimization, and revenue growth within the customer lifecycle.

We are looking for: 

• Analytical Expertise: Proven ability to interpret complex data, identify trends, and apply insights to drive decision-making and improve CRM and telesales outcomes.

• Leadership and Collaboration: Demonstrated experience in leading cross-functional teams, with the ability to inspire and align CRM and telesales operations around data-informed strategies.

• Exceptional Communication Skills: Ability to translate data into compelling insights for stakeholders, guiding strategic decisions and operational improvements.

• Technical Proficiency: Skilled in Salesforce CRM suite (Marketing Cloud, Service Cloud, Data Cloud, Sales Cloud, Einstein)

We offer: 

• Working in a fast-growing international finance company

• Friendly atmosphere and supportive team

• Flexible working hours

• Possibility to work from home and from the office

• Opportunities for growth, the realization of own ideas and further training

• Access to Udemy and LinkedIn Learning with over 8000 courses

• Professional and attentive environment

• Matching Share Program

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