We are looking for a CRM Capabilities Lead to build, optimize, and scale the CRM infrastructure that powers personalized, data-driven customer engagement across EMCDs products including mining, trading, and investment solutions.

This role is ideal for a technically driven CRM professional who understands how to connect platforms, data, and automation to deliver impactful customer communication. You will play a key role in shaping EMCDs CRM ecosystem ensuring seamless integrations, clean data, and efficient tools that empower marketing, product, and analytics teams to deliver exceptional user experiences.

Responsibilities:

• Own and develop CRM infrastructure and capabilities, ensuring scalability, reliability, and seamless integration across systems and channels
• Collaborate with data engineering and analytics teams to define, implement, and maintain event tracking, data pipelines, and customer data platform for CRM needs
• Translate business requirements into technical specifications and oversee implementation and testing of new CRM functionalities, integrations, and data flows
• Evaluate, integrate, and optimize CRM tools and communication channels (email, push, in-app, SMS, etc.) to improve performance and automation efficiency
• Ensure data quality and system accuracy, establishing governance, QA processes, and consistent data definitions across teams
• Support CRM and marketing teams with technical enablement, troubleshooting, and advanced platform configurations
• Monitor system performance and adoption, identifying opportunities for continuous improvement and capability expansion
• Partner with analytics teams to enable visibility into CRM KPIs and engagement metrics through dashboards and BI tools (Amplitude, Metabase, Power BI etc.)
• Manage relationships with CRM vendors and internal stakeholders, coordinating platform updates, pilots, and new feature rollouts

Requirements:

• 3+ years of experience in CRM technology and capability management (preferably within FinTech, Crypto, SaaS, Telco, or Gaming industries)
• Strong understanding of CRM platforms, communication channels, and data platform infrastructure and architecture
• Practical experience preparing business and technical requirements for CRM and data platforms, as well as performing testing and system integrations
• Hands-on expertise with CRM and analytics tools such as Customer.io Platform: Automation, Data, Content Creation, Braze, SAS MA, Pushwoosh, Amplitude, Metabase, and SQL (query level)
• Proven track record in developing, integrating, and optimizing CRM tools and communication channels
• Fluency in Russian and strong proficiency in English (written and verbal) are required

Final Value Outcome

Develop new communication channels and CRM tools and optimize current channels and CRM tools to improve channels conversion rate and time to market of CRM campaigns.

Probation period goals

O1. Audit and assess current CRM capabilities and infrastructure

• KR1: Review all existing CRM platforms, integrations, automations, and data flows; deliver a comprehensive assessment report with recommendations by the end of week 4
• KR2: Identify gaps in data quality, tracking, and system performance across CRM and related platforms
• KR3: Propose a prioritized roadmap of 57 initiatives to improve CRM infrastructure and capabilities for the next 6 months

O2. Ensure reliable CRM operations and data flows

• KR1: Validate that all critical CRM data pipelines, event tracking, and integrations are functioning correctly and prepare requirements for CDP development
• KR2: Implement fixes or process improvements for at least 80% of identified gaps in data quality or automation
• KR3: Set up monitoring dashboards for system health and data reliability

O3. Enable and optimize team workflows in CRM

• KR1: Establish a structured Agile backlog for CRM capabilities initiatives and prioritize tasks with clear impact criteria
• KR2: Implement at least 2 improvements to CRM automation workflows or platform configurations that reduce manual effort for campaign execution

O4. Support data-driven decision making and cross-functional collaboration

• KR1: Collaborate with Product, Analytics, and CRM teams to ensure CRM platforms support ongoing A/B tests, segmentation, and lifecycle campaigns
• KR2: Provide technical guidance on CRM tools, automation, or data reporting
• KR3: Establish weekly syncs with cross-functional stakeholders to align on priorities and track progress on CRM capabilities initiatives

O5. Build foundations for continuous improvement of CRM systems

• KR1: Define and document best practices for campaign setup, automation design, and platform usage
• KR2: Identify at least 3 opportunities for new features, channels, or automations that could improve engagement, retention, or team efficiency
• KR3: Create a template for regular reporting on CRM system performance and improvements