The MRR tribe

At Luko, Lukooms’ forces are divided into 3 tribes, set up on a product-based organisation. Each tribe has its own roadmap with a product manager and a dedicated tech team: The MRR tribe that focuses on Luko’s growth via the acquisition of new customers, the NPS tribe is aimed at delighting our users throughout the whole life of their contract - claims included, and the TPM tribe that works on building the best connected devices and services to protect our homes.

As part of the MRR tribe (Monthly Recurring Revenue), you will primarily work on Luko’s growth via the acquisition & retention of new customers. Across all available channels, the MRR squad is responsible for creating diverse advertising campaigns, building new partnerships and creating our Luko brand that represents us as we are: reliable, caring, committed, accessible and ever evolving.

Your mission in the MRR tribe

As a senior CRM manager, your role will be instrumental to fuel Luko’s exponential growth. You will work directly under the supervision of Luko’s Chief Marketing Officer to build a stellar client relationship, unique in the Insurance sector. You will manage a Conversion & Retention Manager and progressively build your team to ensure Luko’s international development and growth.

Define and coordinate the CRM strategy to fuel our growth while ensuring all Luko teams have one face to the client

• Design and implement the CRM holistic strategy and deploy across channels, to activate, onboard, engage, educate, upsell, and retain our customers
• Guarantee one face to the client across Luko teams by ensuring unified CRM efforts , all along the customer journey, from acquisition to on-boarding, run and retention, cross-sell and referral
• Keep 360 view on all CRM actions from the Business, Ops, Finance, Product team to customers to monitor CRM communications’s timing, consistency, tone of voice (with the Brand team) and frequency

Lead CRM operations

• Lead automated customer journey flows across all available channels (email with Autopilot, sms with Twilio, chat with Intercom, in-app push, pop-ups)
• Manage end-to-end development and execution of campaigns, from the creative brief to our designers & copywriters, to defining target audiences and capturing feedback from all relevant stakeholders
• Own and enrich the CRM tool, across all teams (Business, Ops, Finance, Product, Data)

Optimize performance

• Build the strategy and methodology to identify, test and assess new channels opportunities, both online and offline
• Keep improving performance through AB testing and benchmarking vs competitors’ actions and industry best practices
• Work with the Acquisition, Conversion and Customer Success teams to leverage customer insights in order to personalize communication (messages, channels, tone of voice)
• Be creative and meet with peers from other companies and other industries to get new ideas

KPIs

• Increase in MRR, especially regarding nurturing, up-sell and referral
• Improvement in conversion rates and all the usual CRM metrics (CTR, open rate etc)
• Churn reduction

Who are you?

• 5 years of experience in CRM across channels
• You have a deep knowledge of marketing automation platforms, CRM tools, segmentation tools and data visualization tools (we use Looker)
• Track record of business results through testing and deploying marketing campaigns across channels in a fast paced environment
• You have built & managed a CRM team in the past (bonus : across several countries)
• Extremely analytical & data-driven profile, but also creative and able to find outside the box ideas to test
• High degree of autonomy, drive and energy
• Getting things done attitude, self starter with willingness to roll up sleeves and execute fast
• You are perfectly fluent in English and have worked in international contexts and environments

What we offer

• Be part of the fastest growing insurtech in Europe
• Evolve in a stimulating and challenging environment
• Share and learn with a passionate and diverse team
• Friendly team and a brand new office in Paris
• BSPCE plan
• Swile lunch plan
• Remote friendly