Senior CRM Manager

Luko is hiring!

About

About us

Luko is the fastest growing Insurance in Europe and France’s #1 Neo Insurance.

Today, Luko's mission seems obvious: to transform the insurance from an industry perceived as a necessary evil to a service that truly protects.

Beyond the protection of individuals, insurance must serve the society. It should be an ally to the planet and to its environmental issues.

We believe that insurance must be simple, transparent and useful.

Our obsession ? Delivering an incredible insuree experience. Luko is not just about insuring, but also about preventing issues. We are building the best AI-powered technologies to avoid accidents in every European home.

In just 18 months, we have convinced over 40,000 users to trust us. We are backed by some of the most incredible VCs (Accel, Founders Fund, Speed Invest, Xavier Niel, etc.) And it is just the beginning, we have now raised 20M from Accel!

We are a team of +60 ambitious & creative talents eager to reinvent an entire industry. We are looking for other impact-driven talents to scale Luko across Europe. We are committed to equal access to employment, inclusion and diversity within the teams.

Are you ready to join our journey?

Job Description

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.

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

Contribute to Partner Relationship Management

Work with the Partnerships team to :

  • Segment our partner base to define the best communication strategy
  • Set up automated sequences for partners' onboarding
  • Set up and manage regular newsletter to our partners

KPIs

  • Improvement in Open rate, CTR, Unsubscribe rate
  • Improvement in CRM conversion rates
  • Increase in MRR
  • Churn reduction

Preferred Experience

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 a CRM team in the past, preferably 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

Additional Information

  • Contract Type: Full-Time
  • Start Date: 01 September 2020
  • Location: Paris, France (75011)
  • Education Level: Master's Degree
  • Experience: > 5 years