CRM as a Service Team Lead

We are looking for a CRM as a Service Team Lead to build and scale a centralized CRM function that supports and promotes both B2C and B2B products across the company.

In this role, you will establish CRM as a fully operational internal service: define processes, SLAs, prioritization frameworks, and workflows that ensure efficient delivery of CRM campaigns, lifecycle communications, and product promotion activities. You will lead a team of CRM Managers and coordinate closely with Product, Marketing, B2B Sales, Growth, Analytics, and CX teams.

You will also develop and own the CRM strategy for B2B products, building the lifecycle, communication flows, segmentation, and promotion mechanics for enterprise and corporate clients.

This role is ideal for a CRM leader who combines operational excellence, process architecture, lifecycle marketing expertise, and the ability to drive initiatives across multiple product lines and internal stakeholders.

Build and Lead CRM as a Service Function

• Establish CRM as a centralized internal service with clear roles, responsibilities, SLAs, and delivery standards.
• Create a transparent and scalable process for handling incoming CRM requests: intake scoping prioritization execution reporting.
• Develop prioritization frameworks based on product value, segment size, channel impact, and strategic goals.
• Ensure consistent, high-quality execution of all CRM activities across B2C and B2B directions.

Manage a High-Performing CRM Team

• Lead and mentor CRM Managers, ensuring clarity of goals, performance expectations, and ownership areas.
• Build workflows, rituals, and communication standards that enable predictable delivery and cross-team alignment.
• Implement processes for planning, sprint management, backlog grooming, and capacity allocation.

Develop and Execute CRM Strategy for B2C & B2B

• Own CRM strategy for multiple products and customer segments across all lifecycle stages: onboarding, activation, adoption, upsell, retention, and reactivation.
• Build and launch CRM communication frameworks tailored separately for B2C users and B2B clients.
• For B2B: design lifecycle journeys, education flows, product adoption communications, and value-based messaging to support the sales and account management funnels.
• Define segmentation logic and channel usage strategy across email, push, in-app, messenger, and other channels.

Ensure Operational Excellence and Quality Control

• Oversee campaign setup, QA, launch, and performance monitoring to maintain a high bar of accuracy and reliability.
• Standardize templates, workflows, data requirements, edge cases, and QA processes for all CRM operations.
• Drive improvements in automation, efficiency, and campaign delivery speed.

Drive Insights, Analytics & Reporting

• Ensure the team leverages data, segmentation, testing, and behavioral insights to improve lifecycle engagement.
• Partner with analytics to produce clear, actionable reporting for campaigns, segments, channels, and product lines.
• Promote a strong test-and-learn culture within the CRM function.

Lead Cross-Functional Collaboration

• Align regularly with Product, Marketing, B2B Sales, Growth, CX, and Analytics teams.
• Communicate CRM capacity, priorities, SLAs, dependencies, and results to stakeholders.
• Act as the main owner of CRM execution across the company, ensuring visibility and clarity for all teams requesting CRM support.

• 4+ years of CRM experience, preferably in fintech, crypto, SaaS, or other data-driven digital industries.
• 2+ years of experience managing CRM teams or leading CRM processes.
• Proven experience building CRM operations as a service or centralized CRM hub.
• Strong understanding of segmentation, lifecycle communications, CRM channels, and campaign management.
• Experience promoting both B2C and B2B products through CRM.
• Hands-on experience with CRM and marketing automation tools such as , Braze, Pushwoosh, SAS MA, or similar platforms.
• Excellent project management skills and ability to coordinate multiple stakeholders.
• Ability to build prioritization frameworks, SLAs, and scalable workflows.
• Strong analytical mindset and experience working with analytics teams.
• Fluency in Russian and strong proficiency in English.

Scalable, predictable, and high-quality CRM function that supports the growth of both B2C and B2B products.