CRM Manager (x/f/m)

As a CRM Manager at Doctolib, you'll be responsible for developing a comprehensive CRM strategy to drive acquisition, upsell, and retention of healthcare practitioners. Your day-to-day tasks will include planning and optimizing multi-channel CRM campaigns, analyzing data for insights, developing customer segmentation strategies for targeted communication, and collaborating with various cross-functional teams to ensure alignment in CRM initiatives.

To be considered for the CRM Manager position at Doctolib, you should have a minimum of three years of experience in CRM management, preferably in a B2B setting. A Bachelor’s degree in Marketing, Business, or a related field is essential, and a Master’s degree is viewed as a plus. Proficiency in CRM software tools and strong analytical skills are also crucial for success in this role.

A successful CRM Manager at Doctolib should have strong project management skills, excellent written and verbal communication abilities in both French and English, and a strong problem-solving outlook. Proficiency with CRM systems like Salesforce and marketing automation tools, along with data analysis capabilities, will be important to thrive in this dynamic environment.

At Doctolib, we value career development and provide various growth opportunities for CRM Managers. You'll be working alongside a diverse and talented team, receiving direct mentorship from senior management, and having access to continuous learning resources through our wellbeing programs and training initiatives. We believe in nurturing talent and fostering a culture where every team member can thrive.

The CRM Manager position at Doctolib offers a wide array of benefits, including free health insurance for you and your family, a quarterly bonus, up to 14 days of RTT, and a flexible workplace policy. You’ll have the opportunity to work in a hybrid model, access a bicycle subsidy, receive lunch vouchers, and enjoy various wellbeing programs to support your mental health and work-life balance.

When discussing your experience with CRM software during the interview, it's important to highlight specific tools you’ve used, any campaigns you've managed, and how you've leveraged data to drive strategy. Explain your familiarity with platforms like Salesforce, HubSpot, or Braze, and provide examples of how you utilized their features to enhance your CRM strategies.

Be prepared to elaborate on specific CRM strategies you've successfully implemented in your previous positions. Share tangible results, such as improved customer retention rates, successful upsell campaigns, or enhanced user engagement, and explain the methods you used to measure those outcomes.

When addressing customer segmentation, discuss your process for identifying different customer groups based on behavior, demographics, or purchase history. Share examples of how you've created targeted campaigns for various segments and the metrics you monitored to gauge their effectiveness.

For this question, choose a specific challenge that illustrates your problem-solving skills. Explain the context, the actions you took to resolve the issue, and, importantly, the results of your efforts. Use this opportunity to demonstrate your analytical capabilities and your proactive approach to problem-solving.

Emphasize your analytical skills by discussing the tools and methods you utilize to analyze CRM data, such as Excel, Google Analytics, or Tableau. Highlight how you turn insights from data analysis into actionable strategies that drive improvements in customer acquisition and retention.

Highlight the importance of collaboration with cross-functional teams. Discuss your experiences working with teams such as Content, Sales, and Customer Support. Provide examples of successful projects where you ensured CRM initiatives were in sync with the goals and objectives of those teams.

Discuss the significance of customer feedback in refining your CRM strategies. Share specific examples of how you've collected feedback, whether through surveys or direct communication, and how that feedback influenced your campaigns or customer segmentation approaches.

Articulate your method for developing a CRM strategy by explaining your considerations, such as understanding the target audience, setting clear objectives, determining the channels to use, and defining key performance indicators (KPIs). Use examples from previous experiences to illustrate your strategic thinking.

When discussing campaign success measurement, mention specific KPIs you track, such as customer retention rates, conversion rates, or campaign engagement levels. Explain how you compile and analyze this data to iteratively improve future campaigns.

Focus on techniques like dynamic content, behavioral triggers, and tailored messaging based on customers’ past interactions with your company. Share examples of successful personalized campaigns and how they positively impacted customer engagement and retention.