Head of CRM

About Uphold

The Web3 economy will redefine how financial value is held and transacted - with much activity shifting towards blockchain networks and digital assets.

Founded in 2013, Uphold is a Web3 financial platform that supports almost 300 digital assets and acts as a Regulated Gateway to the Web3 economy.

Featuring integrations with 26 blockchain networks and a robust trading engine connected to 30 underlying venues, the platform allows users to trade ‘Anything-to-Anything’ while enjoying keen pricing and deep liquidity. 

Uphold has completed more than 120 million transactions worth $40 billion from 10 million customers in over 150 countries.

Both people and companies need to access this exciting Web3 world, but it can be technically demanding and time-consuming. 

Uphold strips away the complexity and lack of transparency to open up Web3 finance for everyone.

To learn more about Uphold, please visit https://uphold.com.

The opportunity:

Uphold is looking for an experienced Head of CRM.  In this role, you will lead the function by developing and gatekeeping CRM strategies, programs/campaigns. A crucial part of this role to stay aligned with the business’s overall objectives. Reporting to the CMO, this is an exciting opportunity where you’ll be responsible for deploying rigorous analysis and evaluation of CRM campaigns and activities in order to measure ROI, prioritize resources, and enable continuous improvement in consumer retention initiatives.

What you’ll be doing primarily:

• Ensure consistency in data-driven decision making and strategy formulation.
• Collaborate closely with key business unit owners, and other marketing functions (e.g.Consumer Insights, Offer leads) to develop and execute campaigns across multiple channels to increase customer engagement and satisfaction.
• Manage the implementation of customer retention programs, including referrals, and other initiatives.
• Develop the tech stack roadmap and identify any scope of support necessary from other functions such as Engineering in order to support CRM programs and follows up on establishing those relationships.
• Monitor customer feedback and develop strategies to address customer concerns and complaints
• Develop and manage budgets for CRM initiatives and ensure that all projects are completed on time and within budget

Stay up to date with emerging trends in customer relationship management and make recommendations for new initiatives

Required qualifications:

• Minimum of 7+ years in consumer insights / market research, with emphasis on quantitative market research leveraging advanced analytics
• Global experience.
• Bachelor's degree in Marketing , or related field. 
• Fluent written and oral English skills.

Bonus if you have:

• Experience in financial service industry
• Knowledge of cryptocurrencies and/or blockchain technologies.

What we have to offer you:

• Innovation & Impact: Be a part of driving innovation and making meaningful impact in a stimulating environment. Work on cutting-edge projects.
• Competitive Compensation: We offer a salary, stock options, performance-based bonuses, and comprehensive benefits.
• Strong Company Culture: Join a supportive and positive work environment built on shared values of integrity, teamwork, accountability, and excellence.
• Global All-Hands Calls: Regular sessions to share updates and strategize.
• Development: Opportunities for training and mentorship programs.
• Flexibility: We are a hybrid home/office culture.
• Inclusive & Diverse Environment: Different perspectives are valued.

Benefits: 

• Annual bonus program based on individual, team and company performance.
• Home office stipend to support the setup of a productive home office.
• Generous PTO, healthcare coverage, and employee assistance programs.
• Interesting and fun events and celebrations.
• Foodie culture and well-stocked office kitchen.

Salary: $150K+ Bonus + Incentives

Join our team and embark on a fulfilling career where you'll have the opportunity to grow, innovate, and contribute to something meaningful. Come and be a part of our talented team!

If this job isn’t exactly what you are looking for, visit our careers page to check out all our exciting opportunities.  

EEOC Employer

We're proud to be an Equal Opportunity Employer and we celebrate our employees' differences, including race, color, religion, gender identity, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, and any other protected classes. Difference makes us stronger and better - together.