CRM Lead

Job description

About

Luko by Allianz Direct France : Who Are We?

We created Luko with a simple vision:

50% of consumers don’t trust their insurer, yet insurance is mandatory in many cases and often the only party you can turn to when damage occurs in your home. So we set out to reinvent insurance, making it truly customer-centric, as we believe it was always meant to be.

We began by building the most transparent and useful insurance company: one that you can finally trust because its business model is designed for positive impact, and its product experience is intended to empower rather than mislead users.

We developed the most intuitive, user-focused insurance experience you can imagine: sign-up in 2 minutes, a straightforward offer, customizable coverage, no hidden fees, no long-term commitment, and termination in just 3 clicks.

In just 6 years, over 400,000 users have placed their trust in us. We quickly became a leader in the online home insurance market, leveraging technology to enhance customer satisfaction and operational efficiency. By 2022, 25% of home insurance policies sold online in France were Luko policies, and nearly half of our new customers came through recommendations from friends and family.

In February 2024, Luko joined Allianz Direct, the digital European subsidiary of the Allianz Group, to become the market leader in direct home insurance in France. This partnership solidifies Luko's position as the strongest neo-insurer. Together, with our shared vision and values, Luko and Allianz Direct continue our mission to disrupt the market by offering the best value for money, with even greater simplicity and transparency.

Job Description

This role is based in Paris with flexible remote work.

Your mission in the team:

As Lead CRM, you’ll be responsible for managing and elevating Customer Marketing at Allianz Direct France.

You will play a pivotal role in driving customer acquisition, engagement, and retention across both Home and Travel insurance markets.

Working closely with the VP of Marketing for Allianz Direct France, you’ll help foster a stellar, industry-leading client relationship.

Key Responsibilities:

Strategy:

·  Define and execute the CRM strategy across all channels, aligning the CRM team roadmap with overall business objectives.
·  Coordinate CRM initiatives to fuel growth while ensuring all teams (Growth, Brand, Ops, Finance, Product) present a unified experience to the customer.
·  Lead CRM strategies for lead acquisition, customer lifecycle management, and retention efforts.
·  Collaborate with cross-functional teams, such as Product (for product developments) and Ops (for churn analysis) to enhance customer experience and loyalty.

CRM Operations:

·  Design and implement best-in-class multichannel retargeting journeys (Email, SMS, Push).
·  Develop and refine CRM campaigns with a focus on automation, personalization, benchmarking, and innovative A/B testing.
·  Leverage customer insights to identify new opportunities, optimize flows, drive upsell and cross-sell initiatives, and implement retention strategies.
·  Analyze campaign and initiative performance, tracking CRM metrics (conversion rate, customer lifetime value, persistency, engagement, uplifts, and incremental gains).
·  Share best practices across European markets (Germany, Netherlands, Spain, Italy).
·  Support any CRM tool migrations as needed.

Budget and Contracts:

·  Manage the CRM budget, ensuring optimal resource allocation.
·  Negotiate contracts with partners (e.g., tool providers) to maximize ROI.

Team Leadership:

·  Lead and mentor a CRM Specialist, and scale a team of CRM Managers to drive performance, innovation, and growth.

What do we recommend to be successful?

·  5-6 years of experience in CRM, with a deep understanding of Braze or Salesforce Marketing Cloud.
·  Native French speaker with fluency in English.
·  Proven leadership skills with a talent for developing and hiring top performers.
·  Strong copywriting skills; you’re comfortable creating customer-facing content independently.
·  Highly organized with strong analytical abilities, driven by data and KPIs.
·  Proficient in tech and data environments; comfortable managing data variables, working with HTML, and setting up campaigns across various tools and back-end systems (CRM, CMS, etc.).
·  Entrepreneurial and results-oriented mindset with a strong “test and learn” approach.
·  Hands-on attitude, with the ability to lead CRM initiatives in collaboration with multiple departments.
·  Keen interest in tech news and CRM best practices, always seeking new insights to enhance our approach.

Nice to have:

·  Experience in a startup, scale-up, or fast-growing environment is a plus.

 

What is in it for you?

This is an opportunity to join a company in the process of scaling up, a team on a human scale and to work with Allianz Direct's European subsidiaries to exchange best practices and deal with cross-functional issues, and why not benefit from group mobility in Europe?

·  International and friendly team & Office in Paris
·  Group mobility in Europe
·  Meal vouchers
·  Health Insurance
·  Remote-friendly policy
·  Free book policy
·  28 days of holidays

Our recruitment process:

1. First interview/ Introduction call with Alison, from the People team

2. Interview with our VP Marketing

3. Technical Interview with Martin, our Chapter Lead Campaigning and Communication and Stephanie, our Global CRM lead

4. Lukofit Interview with Fanny, CEO of Allianz Direct France (30min) and with Agathe, CRM Manager (30min)

Allianz Direct France x Luko, Who are we?

We created Luko with a simple vision.
50% of consumers don’t trust their insurer, yet it is mandatory in many cases and it is the only stakeholder you can turn to when damage occurs in your home. So we decided to reinvent insurance to make it finally customer-centric like we believe it was meant to be.

We started by creating the most transparent and useful insurance company out there: one that you can finally trust, because its business model was designed for positive impact and because its product experience is meant to empower users rather than mislead them.

We created the most intuitive and user-obsessed insurance experience you can wish for: subscription in 2 minutes, a simple offer, customisable coverages, no hidden fees, policies without any engagement, termination in 3 clicks.

In 6 years, we have convinced over 400,000 users to trust us. We rapidly became the online home insurance market, putting technology at the service of customer satisfaction and operational efficiency: by 2022, 25% of home insurance policies sold online in France were Luko policies; and nearly one in two new Luko customers took out a policy on the recommendation of friends and family.

In February 2024, Luko joins Allianz Direct, the digital pan-European subsidiary of the Allianz Group, to become the market leader in direct home insurance in France. This makes Luko emerging the strongest neo-insurer. Together, and because Luko and Allianz Direct share a common vision and DNA, we will continue our mission to shake up the market by offering the best value for money and even more simplicity and transparency.

Allianz Direct DNA
Becoming part of the Allianz Direct organisation means that you have a match with our DNA. We have the following 6 core values:
Customer obsessed
Communicative
Data-driven
Agility
Team player
Open-minded

You’ve read all the way, you may as well apply!

Our company-wide communication language is English (written & spoken).
We would therefore appreciate it if you could send us your application’s content (CV, cover letter, portfolio…) in English.

Belonging: Diversity, Inclusion & Equity

We believe inclusion is the result of ongoing commitment. We want to build an authentic environment, open to everyone regardless of nationality, physical ability, family structure, age, socio-economics, civil status, sexual orientation, gender identity, ethnic origin, religion, belief or anything else that makes your life experience unique. We are continuously working to create a diverse, equitable and inclusive environment, where everyone has a space to thrive.

Additional Information

·  Contract Type: Full-Time
·  Start Date: 01 March 2025
·  Location: Paris
·  Experience: > 3 years
·  Possible partial remote
·  Salary: between 60000 and 72000 / year