CX & CRM Specialist

  • Data-driven CX
  • Athens, Greece

CX & CRM Specialist

Job description

Satori is an Analytics Agency made with one simple vision: to give clarity in decision making through data analytics.

Whether it’s a cloud-based big data ecosystem for a global fintech or a machine learning model predicting churn for a leading airline group, Satori develops cutting edge analytics solutions, providing real value to its clients. Services cover the whole data lifecycle from ingestion and warehousing to ML and AI applications. For several clients we turn those analytics into actual marketing actions, using modern CRM and marketing systems like Microsoft Dynamics, Salesforce, and Klaviyo. In many cases, we help our clients to become direct-to-consumer companies.


Satori is a scale-up, well on track to become the leading data and analytics company in South-Eastern Europe and already a 60+ specialized tech team, consisting of Data Engineers, Data Scientists, Software Engineers, QAs, and CRM Specialists, to name a few, delivering innovative data, tech, and customer experience solutions. The majority of our clients are household names and global brands in FMCG, retail, ecommerce, financial services, and travel, with a footprint in Greece but also across Europe and beyond.

We are currently looking for a CX and CRM Specialist to work exclusively with one of our top clients, one of the largest and most well-respected Telco companies in the country.
 


What’s your day-to-day

You will be working in a vibrant, fast-paced environment, so you can never expect to have just another typical day at work. It’s definitely not your comfort zone, but you will never get bored, that is a promise.


On any particular day you will be doing several of the following:

  • Help in crafting powerful CX and digital marketing strategies by giving clear recommendations. 

  • Design, create, and automate complex customer journeys.

  • Set up ad-hoc campaigns in collaboration with the client.

  • Optimize the CRM setup by monitoring, testing, and analysing results within and across campaigns.

  • Participate in agile team meetings such as daily stand ups, sprint planning and retrospectives.

  • Liaise with clients / BAs / Product Owners to understand detailed requirements. Participate in design sessions with a Solution Architect, Developers, Data Engineers, and Product Owners.

  • Identify key customer personas for customers and map out the customer lifecycle.

  • Analyse pains/opportunities in the current customer experience across the multiple channels.

  • Communicate with the client about the state of the project, future needs and planning. Help to shape new proposals and upselling opportunities for both new and existing clients.

  • Document your work and continuously improve your workflow.


You interact with clients and stakeholders every day. You gain a deep understanding of their wants and needs, and translate that into excellent service and strong recommendations to our customers.


You will be using the latest cloud technologies, tools, and methodologies. Take it for granted that we’ll be investing in your continuous growth and development!

Job requirements

You have a strong digital marketing background. You have built a career in engaging consumers via all kinds of channels: email, messaging, social media, or websites. You’re comfortable with building or configuring technology solutions. You have experience using data to make decisions. Numbers are your friends!


Let’s talk numbers! 

You have 1+ years of experience with some of the following:

  • Customer engagement and creating personalized user experiences across multiple (digital) channels / touchpoints.

  • Designing and implementing flows and automations in marketing engines, service platforms, or sales platforms.

  • Experience in Salesforce (Marketing Cloud, Service Cloud, Sales Cloud, etc) or Microsoft Dynamics.

  • Setting up automated flows in email management systems like MailChimp, ContactPigeon, Klaviyo, or similar.

  • A/B testing.

  • Channel mix optimization by monitoring, testing, and analyzing results across campaigns.

  • Incorporating consumer analytics, customer 360 data, and campaign data into the CRM strategy.

  • Using customer funnels, customer journeys, and digital marketing KPIs.


Any of the following will be considered a big plus:

  • Basic data skills (automation, SQL querying and/or scripting).

  • Proven track record in a consulting role.

  • Having worked in an Agile environment.

  • Customer journey mapping and customer experience design.

  • Experience with e-commerce applications.

  • Experience with loyalty systems.

  • Experience with website analytics and optimization.


You’ll thrive in this role if you are a doer who enjoys getting your hands dirty; a go-getter who is the driving force pushing projects forward. You’re part of a team. You work daily with other CRM Specialists, Solution Architects, Developers, Data Engineers, Business Analysts, Project Managers, and QAs.


You have a positive attitude; you care not only about your job but for the team. You proactively communicate with the team because you understand that communication is key to effective collaboration. Everyone wants to work with you! You are fluent in English as well as Greek so that you can communicate on our behalf with any part of the world!


Benefits


Our most important perk is offering you an energy-laden workplace with some of the market’s top talent and an opportunity to see your work affecting big real-life business decisions. Apart from that, here are some highlights:

  • Competitive salary based on experience.

  • Hybrid work model: amazing offices in the center of Athens and flexibility to work from home or remotely.

  • Dedicated time and budget for official certifications.

  • Private Insurance.

  • A great and fast laptop to do your magic.

  • Opportunity to work with latest tech stack and real tech experts.


Also: Living abroad and thinking of relocating to Greece? Let us know and we will try to make your decision easier!