Senior CRM Manager, Back Market
Online marketplace for refurbished electronics
Job no longer available
Online marketplace for refurbished electronics
501-1000 employees
Job no longer available
501-1000 employees
Company mission
To do more with what we already have.
Role
Who you are
- 8+ years of experience in CRM, ideally in fast-paced, data-driven environments
- Solid e-commerce background, with a strong grasp of digital customer journeys
- Hands-on experience with Braze is a strong advantage
- Well-rounded skill set combining analytical/statistical capabilities, business acumen, and clear communication
- Deep understanding of online customer behaviour, segmentation, and lifecycle dynamics
- Excellent communication skills, with the ability to collaborate effectively across countries and multicultural teams
- Data-informed decision maker, capable of translating insights into actionable business strategies
- Proactive, self-driven mindset, comfortable navigating a fast-moving, constantly evolving environment
What the job involves
- As a Senior CRM Manager, you will join the Engagement team, a combination of Merchandising and CRM, dedicated to driving long-term customer engagement across all touchpoints and crafting best-in-class customer journeys
- You will own the delivery and continuous optimization of our marketing activation plan across 16 countries, promoting our products, services, and brand stories. You’ll enhance our content, segmentation, and channels (email, mobile push, content cards) to maximize impact
- Audit the performance of existing activation campaigns and identify key areas for improvement
- Build, optimize, and scale an automated, personalized CRM marketing activation strategy
- Coordinate the CRM calendar in alignment with major seasonal, product, and brand milestones, including hands-on campaign launches when needed
- Define CRM campaigns quarterly priorities and goals, and ensure flawless execution
- Collect and analyze qualitative and quantitative data and share actionable insights with marketing and product stakeholders
- Monitor and optimize marketing activation performance on a weekly basis to consistently enhance channel efficiency and impact
- Implement a rigorous test-and-learn framework (A/B testing, experimentation)
- Partner with the analytics team to enhance segmentation, personalization, and communication frequency strategy
- Create strong feedback loops with stakeholders to share learnings and inform future decisions
- Work cross-functionally with brand, analytics, product, and channel teams to deliver cohesive customer experiences
- Mentor CRM managers to foster a strong learning culture within the team
- Coordinate with our external agency to support the delivery of the marketing activation plan
- Support internal CRM capability building and Braze platform expertise; train teams and champion best practices
Our take
At a time when new smartphones launch frequently but with fewer new features and when individuals want to contribute to sustainability and the circular economy, Back Market is setting out to provide customers with a viable option of purchasing refurbished electronics goods.
The vision of the company is to become the default choice when it comes to electronics purchases, irrespective of the customers' budget. In order to materialise this vision, Back Market guarantees that all the devices sold on its platform are 100% functional. The company screens sellers before allowing them to join its platform and it monitors their performance in real-time by collecting detailed customer feedback. By doing this, it hopes to restore trust in refurbished devices and to make sustainability an easy, safe, and affordable choice.
Back Market operates in 17 counties and has a client roster that includes Netflix, Disney, BBC, Sony, and Apple. The company has also raised over $1 billion in capital, which has been invested in expansion across new and current markets. And with the recommerce market only growing, Back Market has a lot of room for exciting future growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-4% employee growth in 12 months
Company
Company HQ
Beaubourg, Paris, France
Leadership
Thibaud Hug de Larauze
(Co-Founder & CEO)Previously a Logistic Export Assistant at Devanlay Lacoste and an Account Manager at Neteven.
Amandine Durr
(CPO)Amandine joined Back Market in 2021 as CPO. Prior to this, they were a Product Director at ManoMano, a Senior Innovation product Manager at Kering, and CPO/CEO and Head of Product at We Are TV.
Clément Petit
(CFO)Previously spent nearly 3 years at Veepee, initially joining as a Financial Director before becoming CFO of France then later Group CFO. Prior to that, they spent 4 years at Elanco in Financial roles.
Dawn Baker
(CTO)Dawn joined Back Market in 2022 as Senior VP of Engineering, becoming CTO in 2023. Prior to this, they worked at Google as a Senior Director of Engineering, at Fitbit as the VP of Software Engineering, and at LinkedIn as a Senior Manager of Site Reliability Engineering.
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