CRM Product Specialist

ABOUT WEROAD: CONNECTING PEOPLE, CULTURES, AND STORIES

Founded in 2017, WeRoad is a fast-growing startup that is disrupting the travel industry in Italy, Spain, Switzerland, UK and also. in Germany and France!

With more than 160 team members and 2k Travel Coordinators, we are a community of travelers, united by their love for travel, adventure, and discovering faraway lands and cultures. We bring together small groups of like-minded millennials and send them on life-changing experiences to 100+ destinations all over the globe.

We're on a mission to design and deliver experiences worth living and sharing, through rewriting the rules of the travel industry.

ABOUT THE ROLE

JOB TITLE: CRM Product Specialist

LOCATION: Milan - our HQ

TYPE OF CONTRACT: 1-year Fixed term to start with

SALARY RANGE: Between 30k-35k

We are looking for a CRM Product Specialist to join our CRM team. Within the WeRoad Growth team, we are already 15 people and will keep growing! All activities are managed in-house with a daily focus on three main areas: Data, CRM, and MarTech. Our CRM unit intersects marketing automation, business necessities, and technical knowledge. Our main goal is to contribute, in synergy with business teams, to customer acquisition and retention.

The CRM unit spans 7 pillars:

• Be relentless in our approach, focused, with a clear direction in mind
• Enable cross-functional sharing
• Create a long-term view, we are here to build and scale
• Figure out how to do more with less, be ready to adapt and overcome
• Make your own decisions maintaining the strategic approach
• Think global, act local
• Experiment whenever you can, find every opportunity to learn

Reporting to the CRM Lead, as a CRM Product Specialist at WeRoad you will be responsible for managing CRM integrations, overseeing the CRM andCDP project pipeline, driving CRM product evolution, handling partner and vendor relationships, discussing and validating use cases with stakeholders, contributing to the implementation of promotional campaigns strategy, and conducting custom analysis and reporting.

What you'll do:

• Overall Project Pipelines:
  • Develop and manage a comprehensive project pipeline for CRM initiatives, ensuring alignment with business goals and timelines.
  • Coordinate with cross-functional teams to prioritize and execute projects efficiently; this will involve the implementation of CRM use cases via email and WhatsApp but also the development of multi-channel journeys through our Customer Data Platform.
  • Monitor project progress and address any issues or delays promptly.
• CRM Product Evolution:
  • Lead the continuous improvement and evolution of the CRM and CDP platforms to meet changing business needs and customer expectations.
  • Identify and implement new features and enhancements to optimize CRM performance and user experience.
  • Stay updated with the latest CRM trends and technologies to drive innovation.
• Integrations and Connections Management:
  • Guide the team in the integration of the CRM and CDP system with various business tools and platforms, ensuring seamless data flow and functionality.
  • Work closely with the CRM team (specifically CRM Tech Specialist), Data, Tech, and other departments to troubleshoot and resolve integration issues.
  • Oversee the implementation of new integrations to enhance CRM capabilities.
• Partners and Vendors Relationship:
  • Act as the primary point of contact for CRM and CDP vendors and partners, managing contracts and service agreements.
  • Negotiate with vendors to ensure the best possible terms and services.
  • Evaluate vendor performance and ensure high-quality deliverables.
• Usecase Design & Validation with business Stakeholders:
  • Collaborate with stakeholders to gather and validate requirements for CRM use cases and projects.
  • Ensure that all use cases align with overall business objectives and CRM strategy.
  • Document and communicate requirements clearly to the development and implementation teams.
• Promotions Management:
  • Contribute to the planning and execution of promotional campaigns within the CRM system with the support of CRM Campaign Specialist.
  • Coordinate with marketing and sales teams to ensure successful campaign delivery across all markets (with the support of CRM Campaign Specialist).
  • Help the CRM team monitor and analyze campaign performance, providing insights and recommendations for improvement.
• Custom Analysis / Reporting:
  • Develop custom reports/dashboards to provide actionable insights to stakeholders.
  • Analyse CRM/CDP data to identify trends, opportunities, and areas for improvement.
  • Present findings and recommendations to senior management and other key stakeholders.

What we're looking for:

• Bachelor's degree in Marketing, Business, Information Technology, or a related field.
• Minimum of 2 years of experience in CRM management, project management, or a related role.
• Strong understanding of CRM systems and integration processes.
• Experience in using a Customer Data Platform.
• Proven experience in managing cross-functional projects and vendor relationships.
• Excellent project management and organizational skills.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams and stakeholders.
• High standards of work ethic and transparency.
• Strong entrepreneurial approach and a 'get things done' attitude.
• Extensive experience with specific CRM platforms (e. g. Braze, HubSpot, Salesforce) is a plus.
• Extensive experience with zero-copy Customer Data Platforms is a plus.
• Proficiency in SQL, data analysis tools, and CRM analytics is a plus.
• Knowledge of data integration tools and techniques is a plus.
• Fluency in English.

You will love working at WeRoad if:

• You are ambitious and want to build and be part of something huge.
• You love travel and want to join a young, smart, and fun team of people who love it, too.
• You prefer adventure instead of daily routine and love working in a fast-paced, dynamic environment.
• You are an entrepreneur at heart and aren't afraid to get your hands dirty to get things done.
• You are a self-starter and aren't afraid to take on a lot of responsibility, right from the start.
• You welcome feedback and see mistakes as stepping stones to success.
• You want to grow faster than you thought possible, as a person and as a professional.

What we can offer:

• A free WeRoad trip every year to the destination of your choice. You didn't think we'd leave you hanging, did we? Become one of our Coordinators and you could go even more often. And if that weren't enough, on top of your WeRoad trip you also get a free ScuolaZoo trip each year, too.
• A great workspace. 'C30' has an open space l.