Head of CRM, Crypto Wallet

🏷️Title: Head of CRM, Crypto Wallet

👫Department: RevOp’s

📍Location: UK or Europe, Remote

About Block Labs

Block Labs is a leading force in the Web3 space, incubating, investing in, and accelerating top-tier fintech, crypto and iGaming projects. With a mission to shape the future of decentralized technology, we partner with visionary startups to raise funding, refine product-market fit, and grow their audiences. Our diverse team drives innovation, using deep industry expertise and an extensive network to empower the next wave of blockchain-driven companies. At Block Labs, we’re passionate about turning bold ideas into breakthrough success.

We’re looking for a Head of CRM to join our growing crypto wallet!

About The Role

We are seeking a visionary Head of CRM to lead and evolve our CRM function, driving user engagement, retention, and growth for our crypto wallet. This role is both strategic and hands-on, requiring an individual with a strong grasp of lifecycle marketing, data-driven decision-making, and a deep understanding of the crypto ecosystem. You will define and execute a comprehensive CRM strategy, leverage data to craft targeted campaigns and ensure exceptional customer experiences.

Key Responsibilities

• Define and Lead CRM Strategy: Develop and execute a holistic, multi-channel CRM strategy that drives user acquisition, engagement, retention, and reactivation, tailored to the nuances of the crypto and Web3 space.
• Develop the CRM Function: Develop and scale the CRM infrastructure, identifying and implementing the right tools and processes to support growth and operational excellence.
• Data Segmentation and Analysis: Use advanced data segmentation and analytics to understand customer behaviors, identify opportunities, and create hyper-personalized campaigns.
• Lifecycle Campaign Ownership: Design and continuously iterate on end-to-end lifecycle campaigns—including onboarding, activation, retention, and reactivation—to deliver measurable business outcomes.
• Collaborative Leadership: Partner with cross-functional teams, including product, marketing, and design, to align CRM initiatives and deliver cohesive user experiences.
• Performance Measurement and Reporting: Define KPIs and implement robust measurement frameworks to track the effectiveness of CRM initiatives. Provide regular insights and recommendations to leadership and stakeholders.
• Industry Expertise: Stay abreast of trends in blockchain, cryptocurrency, and Web3 to ensure our CRM strategies remain innovative, competitive, and aligned with the evolving landscape.
• Testing and Optimization: Implement A/B testing and other experimental methodologies to optimize campaigns and refine messaging, channels, and segmentation.
  
  

Our Ideal Profile

• A strong working knowledge of CRM tools such as Customer.io, Fast Track, HubSpot
• Experience working within the crypto space with a strong understanding of B2C products
• A strong understanding of channels and communication approaches (email, in-app, push notifications)
  
  

About You

• Proven Senior-Level Experience: A strong track record as a CRM leader, ideally with experience building and scaling CRM functions in high-growth, B2C tech environments. Experience in crypto, blockchain, or fintech is a plus.
• Strategic and Hands-On: Adept at both strategic planning and tactical execution, with the ability to operate at both a high level and in the weeds when needed.
• Lifecycle Marketing Expertise: Demonstrated success in planning, executing, and measuring multi-channel lifecycle campaigns (email, in-app, push notifications) that deliver tangible business results.
• Data-Driven Approach: Strong analytical skills and familiarity with customer data platforms, cohort analysis, and performance metrics. Ability to translate data into actionable insights.
• Exceptional Leadership and Collaboration: Strong communication skills and a collaborative mindset, with the ability to influence and align cross-functional stakeholders.
• Crypto Enthusiast: A passion for blockchain, cryptocurrency, and the Web3 ecosystem, with a solid understanding of its unique challenges and opportunities.
• Innovative Mindset: Always looking for new ways to improve campaigns, refine strategies, and leverage emerging technologies to enhance CRM effectiveness.