💥 Role Overview

Your mission : scale CRM into one of Zefir’s strongest growth levers, driving revenue, conversion, and customer satisfaction in a scalable, measurable way.

You’ll own the global CRM strategy, stack (customer.io, twilio, Big Query) and governance across Buyers, Sellers and Agents, and ensure its successful execution by each of our 3 Business Units, without compromising customer experience. Our vision is to combine a de-centralized execution - unlocking maximum operational velocity and proximity with the clients - with a strong central steering.

This is a transverse, hands-on role, combining both strategic ownership & hands-on operations with direct involvement in complex campaigns set-up, data analysis and teams coaching. It will allow you to de-multiply your contribution to Zefir’s growth while redefining the Real Estate customer experience for million of homeowners.

We are looking for an ambitious, high potential profile who’s willing to learn, develop & grow fast as an individual in a company whose revenue doubles every year.

✅ Key Responsibilities

Drive CRM strategy & oversee its decentralized execution

• Based on the Business Units (BUs)’ input, define a consolidated CRM lifecycle strategy across personas (Sellers, Buyers and Agents), aligned with company goals and product roadmap

• Oversee execution of CRM initiatives by Business Units: empower them to run impactful, persona-specific campaigns while ensuring lifecycle consistency, performance comparability, acting as the guardian of customer XP, marketing pressure & GDPR

Grow CRM’s contribution to Zefir’s revenue growth

• Own transversal CRM KPIs (eg CRM-attributed revenue, # of reactivated users, customer satisfaction per persona) and increase the share of revenue coming from CRM

• Leverage existing SQL queries & dashboards to track performance per persona across the full client journey; adapting them to new business needs, and analyzing trends and bottlenecks.

• Translate insights into actionable recommendations & partner with BU Ops teams to turn data insights into tactical and strategic CRM actions

• Structure experimentation frameworks (AB testing, control groups, uplift measurement) to optimize CRM contribution to growth.

Own the CRM stack

• Own the CRM stack (Customer.io, Twilio, WhatsApp), and key integrations such as HubSpot, with support from the Tech team on the most complex topics

• Own triggers, events, attributes and workflows governance to keep the system scalable and maintainable, with a deep understanding of how CRM data is generated, transformed and used across the company

• Push AI adoption in CRM workflows, including personalization at scale, dynamic content and smarter automation

• Guarantee data reliability, deliverability, and GDPR compliance across all CRM operations. Design and maintain alerting mechanisms to proactively detect data, deliverability, or performance issues

Build a decentralized CRM system that scales

• Enable Ops & Growth teams within each BU to execute CRM campaigns autonomously by providing them with self-service processes, templates, playbooks, best practices and training, ensuring we scale without quality loss while maintaining a best-in-class customer experience

• Provide hands-on support & expert coaching when needed : review critical campaigns, oversee copywriting to ensure tone of voice consistency, troubleshoot complex flows and unblock teams

• Define and spread best practices (deliverability, copy, pressure, GDPR, etc)

💜 What we’re looking for

• Experience: 7+ years in CRM lifecycle & automation or RevOps, successful track record of driving impactful business impact with automated CRM workflows & campaigns in high-growth environments

• Fluent in french and in english.

• Builder, with a very impact-oriented mindset : Determined to achieve ambitious targets, solve problems and deliver concrete results. Able to build scalable systems (processes, training, tools) autonomously, leveraging no-code tools if needed

• Ability to combine strategic and hands-on approaches: equally comfortable designing a lifecycle framework and writing a Liquid condition

• CRM technical proficiency: Hands-on XP in managing CRM automation tools & CDP (bonus if you have XP with Customer.io or similar tools like Braze), multi-channel campaigns (email, sms, Whatsapp), client segmentation, rigorous A/B testing and automated workflows

• Customer-centric thinking: Skilled at creating personalized, impactful journeys that resonate with customers at each stage, building trust and sustained business growth.

• Data-driven & analytical: SQL proficiency, comfortable reading, understanding and modifying existing queries to support dashboards and analyses, and turning insights into concrete action plans

• Experience in applying AI in CRM scenarios (such as predictive customer segmentation, dynamic content generation) - or strong appetite to learn autonomously, leveraging no-code connectors e.g. zapier, n8n

• Transverse management : Used to managing complex projects, steering people from various teams and driving the adoption of new tools & processes company-wide

• We are looking for a hands-on individual contributor mindset. This is not (yet) a people manager role, even though the role will probably evolve in the coming years.

Application & Process

We welcome applications from anyone, regardless of background, gender, sexual orientation, religion, age, or experience. Our team values authenticity and diverse perspectives.

For all roles, our interview process emphasizes hands-on exercises, case studies, or discussions about specific examples of your previous work. We ensure objectives and expectations are clearly communicated at every step.

Our Operating Principles

🏔️ Steep Mountains Are Steep: Setting ambitious goals and working hard to achieve them.

🌊 Ride Reality: Actively seeking challenges and thriving by adapting flexibly to changes.

🏀 Play for the Front of the Jersey: Prioritizing team success over individual recognition.