Global CRM Lead

About Us

Hytech is a leading management consulting firm headquartered in Australia and Singapore, specializing in digital transformation for fintech and financial services companies. We provide comprehensive consulting solutions, as well as middle- and back-office support, to empower our clients with streamlined operations and cutting-edge strategies.

With a global team of over 2,000 professionals, Hytech has established a strong presence worldwide, with offices in Australia, Singapore, Malaysia, Taiwan, Philippines, Thailand, Morocco, Cyprus, and more.

About the Role

We are seeking a Global CRM Lead to oversee the entire user operations and user outreach journey, ensuring alignment with the company's commercial and growth goals. The ideal candidate will mentor and lead the team to build and implement an automated outreach system and an effective user reactivation mechanism. This role requires a thorough understanding of user behaviour, operational efficiency, and strategies to enhance user lifetime value and activity through refined operational tactics.

Key Responsibilities

• Strategy Planning and Implementation: Based on business objectives and user profiles, formulate overall user operations and user outreach strategies, define and implement an automated outreach system for user reactivation, and promote the adoption of strategies within the team
• Automated Outreach System Construction: Lead the design and optimization of automated user outreach processes (such as email, SMS, app push notifications, social media groups, and other channels), partnering technical teams to automate the configuration, execution, and monitoring of outreach strategies to improve outreach efficiency and accuracy
• User reactivation mechanism construction: Develop segmented strategies for inactive and churned user groups, design call-back touchpoints, content, and incentive programs, and continuously optimize the user reactivation rate through data iteration
• Team Coordination and Management: Mentor and lead team members, clarifying job responsibilities and goals, establishing an efficient collaboration mechanism, conducting skills training and guidance, and improving the overall operational capabilities of the team
• Data-Driven Optimization: Establish a system to monitor user reach and operational effectiveness (such as reach rate, open rate, conversion rate, recall rate, etc.), regularly analyze data reports and uncover user behavior patterns, and refine and optimize operational strategies and reach plans
• Cross-Departmental Collaboration: Partner marketing, product, and technology teams to synchronize user operation needs, promote the optimization of reach tools, and integrate user data to ensure the smooth implementation of operational strategies

Qualifications & Requirements

• Extensive working experience in large-scale user operations and user outreach and/or CRM management, with proven track record building automated outreach systems and implementing user reactivation strategies
• Proficiency in user lifecycle management logic, including familiarity with automated tools such as their operational rules and best practice optimization methods of various user outreach channels (email, SMS, push notifications, social media, etc.)
• Strong data analysis capabilities and keen insights into market trends and user needs, with the ability to improve operational effectiveness through data-driven strategy iteration
• Possesses excellent team management and stakeholder management skills, effectively leading the team to achieve team goals, and promoting cross-departmental communication and collaboration
• Strong sense of purpose, highly resilient, innovative, and a natural curiosity to stay up-to-date with the latest in user operations and user outreach and/or CRM management space