Job Description
About the Role We are looking for a CX & CRM Manager to lead Electrum’s end-to-end customer experience strategy and customer lifecycle management.
This role is responsible for ensuring customers have a seamless journey—from onboarding, usage, support, retention, to long-term relationship growth—while building the systems, processes, and insights needed to scale customer satisfaction and lifetime value.
You will work closely with Operations, Product, Marketing, Risk, and Sales teams to identify customer pain points, design interventions, build CRM automations, and deliver a high-quality experience across all touchpoints.
What You Will Do Customer Experience (CX) Develop and own the customer experience strategy across the entire customer lifecycle.
Map customer journeys and identify friction points from onboarding, active usage, support, to retention.
Lead and improve customer support workflows (ticketing, escalat...