Head of CRM

G2A.COM is the world's largest marketplace for digital entertainment. On our platform, over 30 million people from 180 countries have already purchased more than 100 million digital items. Why? Sellers from all over the world present a rich offering of over 75,000 digital codes for games, software, gift cards, subscriptions, DLCs, in-game items, and various digital entertainment. We are a safe marketplace, where sellers guarantee instant delivery.

What else sets us apart? G2A.COM is a place co-created by a team of 400 exceptional experts representing 12 nationalities. Most of us work in a hybrid model, some remotely, or on-site in a chosen location. Our R&D center is in Rzeszow, we also have offices in Warsaw and Krakow. The company's main headquarters are in Hong Kong, with the central office in Amsterdam.

We address each other by our first name, we are supportive, and we share knowledge. We operate based on DEI values – Diversity, Equity, and Inclusion and provide extensive development opportunities – in 2023 over 180 development and wellbeing events. We work in a dynamically changing environment, continuously implementing and utilizing the latest technologies such as artificial intelligence (AI), augmented reality (AR), and specialized cybersecurity solutions.

We regularly check job satisfaction. According to the latest survey, as many as 88% of us are satisfied with work-life balance, 93% appreciate teamwork, and 83% value managerial support. The average tenure at G2A.COM is an impressive 5 years. This is simply a place where people want to be.

By joining us, you will have the opportunity to collaborate and create projects with international brands such as Google, PayPal, Amazon, VISA, Mastercard, PayU, EY, Synerise, Modivo, Empik, and Microsoft. We think and act globally, and in our daily work, we are guided by analysis and data, although intuition and experience-based insights are also considered a significant asset. We invite you to join us on the journey of co-creating Gate2Adventure – the gateway to the world of digital entertainment. 

We’re waiting for you!

Join G2A.COM as the Head of CRM and use this unique opportunity to co-create the strategy for building long-term relationships with millions of users around the world. You will have a crucial influence on designing innovative CRM strategies and implementing new technologies. This role will open new career development avenues for you, as it enables broadening your professional skills, executing ambitious, global-scale projects, and blazing a trail for new trends in shaping the user experience in a dynamically developing e-commerce environment.

This is a one-of-a-kind chance to shape the experience for the users of the largest global marketplace for digital items. Your actions will be concentrated on creating integrated CRM strategies for boosting engagement, increasing satisfaction, and improving long-term value.

You will be responsible for devising and executing multi-channel CRM strategies, implementing marketing automation technologies, budget optimization, and analyzing campaign results for the purposes of continuous effectiveness improvements. You and your team will work on the segmentation and personalization of communication, as well as the data integrity, all which will help us provide our users with well-timed, relevant content.

As the Head of CRM you will also develop your leadership skills, monitor the key effectivity metrics, as well as manage and support the development of your team. In this role you will also work with marketing, sales, IT, and other teams within the organization in order to integrate CRM actions with G2A.COM’s business objectives.

If you can blend an analytical attitude and strategic thinking, have a wealth of experience in managing CRM projects and processes, and possess well-developed management skills, then you should be excellent for this role. Join us to influence the development of one of the most dynamically developing e-commerce platforms in the world.

We offer fully flexible work – you can choose hybrid or even go for a fully remote mode. We will provide access to technologically advanced tools, take care of efficient onboarding, and provide unlimited development opportunities. Among the benefits we offer you will find: a welcome package, Motivizer vouchers, private healthcare and a MultiSport card.

You're a perfect match for the role, if:

• You have the least 6 years of experience in CRM, loyalty marketing, and user retention (in the context of implementing CRM strategies, lifecycle campaigns, and retention programs), including at least 2 years in a managerial role
• You're well-versed in analytics and ROI optimization
• You have extensive experience in preparing and implementing effective CRM strategies and campaigns, including a familiarity with the methodology of A/B testing, user segmentation, and lifecycle optimization
• You're highly proficient with CRM tools and platforms such as Synerise
• You have advanced analytics skills which will let you turn the results of data analysis into appropriate marketing actions
• You have perfect communication, presentation, and leadership skills enabling you to work effectively with diverse teams, while also building trust and mutual understanding to support efficient execution of company-wide actions
• You have perfect understanding of how to inspire and motivate your team, as well as how to devise objectives and directions for future actions
• You're fluent in oral and written English at least at the B2 level, enabling effective communication
• You can and enjoy working in a dynamic, international environment with plenty of challenges and development opportunities
• You're oriented towards users’ needs and striving to achieve ambitious goals

Your responsibilities:

• Creating and executing integrated CRM strategies aimed at user engagement, loyalty, and user retention in accordance with the business and marketing objectives
• Planning, controlling, and optimizing CRM budgets, ensuring the completion of programs within budget and schedule
• Designing, executing, and analyzing campaigns on various platforms (e-mail, text, push notifications, web, mobile) and implementing marketing automation technologies
• Monitoring, testing, and improving campaigns, as well as reporting their results with suitable recommendations
• Segmentation and personalization of communication, as well as ensuring data integrity within the company
• Managing the team, monitoring the KPIs (such as NPS, CLV, retention) and building a results-oriented culture
• Coordinating actions with marketing, sales, IT and other teams in order to integrate CRM initiatives
• Staying up to date on the latest trends and practices in CRM and user loyalty

Why joining us worth it:

• Hybrid or/and remote workplace model
• You'll play a key role in shaping the development of the CRM area in our company
• You receive all the necessary work resources, such as a laptop and/or a phone
• We can provide and deliver ergonomic and electronic equipment for your home office, such as footrests, stability balls, chair with back support, monitor, mousepad, laptop docking station, mouse, keyboard, headphones
• We provide an opportunity for realizing new ideas and appreciate them a lot
• We encourage the development of skills and competences with internal and external trainings
• We value DEI – Diversity, Equity & Inclusion
• We support grassroots initiatives and take part in charity events
• We offer valuable benefits, such as:
• the welcome pack,
• vouchers for the Motivizer platform (each month the employees receive a pool of 220 points they can spend on many products and services available in the system),
• private healthcare
• the MultiSport card,
• an opportunity to take part in internal and external trainings and industry events,
• many more
• You will receive discount codes to use on the G2A.COM sales platform so that you can enjoy the benefits of our offers and services