We are seeking a proactive and results-driven CRM & Gamification Manager to design, implement, and optimise customer engagement strategies. Working across bitcoin.com.au and Independent Reserve, this role focuses on enhancing customer retention, increasing trading volumes, reactivating dormant users, and driving customer lifetime value (LTV) through strategic CRM initiatives and engaging gamification experiences.
Key Responsibilities:
Develop and execute customer reactivation, retention, and gamification strategies using email, push notifications, and in-app communications.
Plan, launch, and monitor customer lifecycle campaigns that incentivise repeat trading, deposits, and active platform usage.
Introduce low-complexity gamification tactics (leaderboards, milestone badges, streak rewards, weekly challenges) to boost customer engagement and trading activity.
Analyse CRM campaign performance, interpret data insights, and continually optimise campaigns to maximise customer LTV and trading volumes.
Collaborate cross-functionally with product, marketing, data and customer support teams to deliver cohesive customer journeys and engaging user experiences.
Regularly report on CRM & gamification initiative effectiveness against established KPIs.
Ideal Candidate:
3+ years of experience in CRM, customer retention, or loyalty marketing, ideally within fintech, crypto, or financial services sectors.
Proven experience implementing effective gamification strategies and customer lifecycle management.
Strong proficiency in email marketing tools (e.g., SendGrid, MailChimp, Marketo, etc.) and push notification platforms (Firebase, OneSignal, Braze).
Data-driven mindset with excellent analytical skills; comfortable interpreting data and adjusting strategies accordingly.
Exceptional communication and copywriting skills, capable of creating engaging customer communications.
Highly organised, proactive, and results-oriented with strong attention to detail.
Benefits:
Competitive salary package.
Fee-free trading on our exchange.
Opportunity to grow within one of Australia’s leading cryptocurrency exchanges.
A supportive team environment.
Ongoing learning and support.
How to Apply:
Interested candidates should submit their CV and a brief cover letter outlining their relevant experience and why they’re excited about this role at bitcoin.com.au.
Join us and help shape the future of cryptocurrency engagement in Australia!