CRM Capabilities Lead

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 channelsCollaborate with data engineering and analytics teams to define, implement, and maintain event tracking, data pipelines, and customer data platform for CRM needsTranslate business requirements into technical specifications and oversee implementation and testing of new CRM functionalities, integrations, and data flowsEvaluate, integrate, and optimize CRM tools and communication channels (email, push, in-app, SMS, etc.) to improve performance and automation efficiencyEnsure data quality and system accuracy, establishing governance, QA processes, and consistent data definitions across teamsSupport CRM and marketing teams with technical enablement, troubleshooting, and advanced platform configurationsMonitor system performance and adoption, identifying opportunities for continuous improvement and capability expansionPartner 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 architecturePractical experience preparing business and technical requirements for CRM and data platforms, as well as performing testing and system integrationsHands-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 channelsFluency 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 4KR2: Identify gaps in data quality, tracking, and system performance across CRM and related platformsKR3: 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 developmentKR2: Implement fixes or process improvements for at least 80% of identified gaps in data quality or automationKR3: 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 criteriaKR2: 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 campaignsKR2: Provide technical guidance on CRM tools, automation, or data reportingKR3: 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 usageKR2: Identify at least 3 opportunities for new features, channels, or automations that could improve engagement, retention, or team efficiencyKR3: Create a template for regular reporting on CRM system performance and improvements