Head of CRM, Crypto Wallet Lisboa

Head of CRM, Crypto Wallet
Lisboa
Lisboa, Lisboa, Portugal

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Block Labs is a leading force in the Web3 space, incubating, investing in, and accelerating
- tier fintech, crypto and i
Gaming projects. With a mission to shape the future of decentralized technology, we partner with visionary startups to raise funding, refine
- market fit, and grow their audiences. Our diverse team drives innovation, using deep industry expertise and an extensive network to empower the next wave of
- driven companies. At Block Labs, we’re passionate about turning bold ideas into breakthrough success.

We’re looking for a Head of CRM to join our growing crypto wallet!

About The Role

We are seeking a visionary Head of CRM to lead and evolve our CRM function, driving user engagement, retention, and growth for our crypto wallet. This role is both strategic and
- on, requiring an individual with a strong grasp of lifecycle marketing,
- driven
- making, and a deep understanding of the crypto ecosystem. You will define and execute a comprehensive CRM strategy, leverage data to craft targeted campaigns and ensure exceptional customer experiences.

Key Responsibilities:

• Define and Lead CRM Strategy: Develop and execute a holistic,
  - channel CRM strategy that drives user acquisition, engagement, retention, and reactivation, tailored to the nuances of the crypto and Web3 space.
• Develop the CRM Function: Develop and scale the CRM infrastructure, identifying and implementing the right tools and processes to support growth and operational excellence.
• Data Segmentation and Analysis: Use advanced data segmentation and analytics to understand customer behaviors, identify opportunities, and create
  - personalized campaigns.
• Lifecycle Campaign Ownership: Design and continuously iterate on
  -
  - end lifecycle campaigns—including onboarding, activation, retention, and reactivation—to deliver measurable business outcomes.
• Collaborative Leadership: Partner with
  - functional teams, including product, marketing, and design, to align CRM initiatives and deliver cohesive user experiences.
• Performance Measurement and Reporting: Define KPIs and implement robust measurement frameworks to track the effectiveness of CRM initiatives. Provide regular insights and recommendations to leadership and stakeholders.
• Industry Expertise: Stay abreast of trends in blockchain, cryptocurrency, and Web3 to ensure our CRM strategies remain innovative, competitive, and aligned with the evolving landscape.
• Testing and Optimization: Implement A/B testing and other experimental methodologies to optimize campaigns and refine messaging, channels, and segmentation.

Our Ideal Profile:

• A strong working knowledge of CRM tools such as Customer. io, Fast Track, Hub
  Spot
• Experience working within the crypto space with a strong understanding of B2C products
• A strong understanding of channels and communication approaches (email,
  - app, push notifications)

About You:

• Proven Senior-Level Experience: A strong track record as a CRM leader, ideally with experience building and scaling CRM functions in
  - growth, B2C tech environments. Experience in crypto, blockchain, or fintech is a plus.
• Strategic and Hands-On: Adept at both strategic planning and tactical execution, with the ability to operate at both a high level and in the weeds when needed.
• Lifecycle Marketing Expertise: Demonstrated success in planning, executing, and measuring
  - channel lifecycle campaigns (email,
  - app, push notifications) that deliver tangible business results.
• Data-Driven Approach: Strong analytical skills and familiarity with customer data platforms, cohort analysis, and performance metrics. Ability to translate data into actionable insights.
• Exceptional Leadership and Collaboration: Strong communication skills and a collaborative mindset, with the ability to influence and align
  - functional stakeholders.
• Crypto Enthusiast: A passion for blockchain, cryptocurrency, and the Web3 ecosystem, with a solid understanding of its unique challenges and opportunities.
• Innovative Mindset: Always looking for new ways to improve campaigns, refine strategies, and leverage emerging technologies to enhance CRM effectiveness.