Rok Gruden
Head Of CRM And Analytics
Ljubljana
Summary
Experienced CRM and Analytics leader with over a decade in the fintech and cryptocurrency sectors. Known for enhancing engagement through advanced CRM systems and analytics platforms like Salesforce and Tableau. Proven track record in leading teams to improve user onboarding, retention, and efficiency. Strong communication skills and innovative problem-solving, with a commitment to empowering teams and promoting cryptocurrency adoption.
Overview
6
6
years of professional experience
Work History
Head of CRM and Analytics
Bitstamp, d.o.o.
4 2023 - Current
- Led integration and optimization of Salesforce CRM, achieving 50% cost reduction and enhancing user engagement through sophisticated segmentation and automated marketing strategies
- Designed and implemented comprehensive Tableau-based reporting framework, improving decision-making and operational efficiency
- Developed and refined CRM strategies, increasing verified customer accounts by 20% through targeted onboarding funnels and retention programs
- Pioneered training program that reduced departmental dependency on BI support by enhancing staff proficiency in Tableau and data handling.
Senior CRM Manager
Bitstamp, d.o.o.
06.2022 - 04.2023
- Spearheaded the automation of multi-channel CRM campaigns, improving customer retention and product adoption rates
- Developed dynamic segmentation and personalized communication strategies, increasing campaign effectiveness and customer engagement
- Managed the transition of email marketing tools to Salesforce Marketing Cloud, enhancing operational efficiency and scalability.
BI Data Intelligence Manager
Bitstamp, d.o.o.
08.2021 - 06.2022
- Took primary responsibility for the company's Tableau operations, significantly reducing reliance on external BI consultants
- Led the training and development of over 25 staff members in Tableau, increasing the analytics capabilities of the company
- Initiated and oversaw the extension of the company's data architecture into a star schema, facilitating easier access and manipulation of data for end-users.
Enterprise Business Solutions Consultant
Span, d.o.o.
11.2020 - 08.2021
- Led CRM and marketing automation projects in enterprise settings
- Expanded the CRM segment in the Adriatic region through targeted pre-sale presentations.
International Telemarketing and CC Support Manager
Studio Moderna, d.o.o.
04.2018 - 11.2020
- Managed 330+ contact center employees across multiple countries, ensuring financial and operational goals were met
- Conducted data analysis to develop customer journey automation strategies.
Skills
CRM Management
Data Analytics
Project Management
Salesforce
SQL
Tableau
Marketing Automation
Agile Scrum
Cross-Functional Collaboration
MDX
AB Testing
Email Campaigns
Accomplishments
- Negotiated a $100k reduction in Salesforce contract for 2024.
- Reduced CRM team's reliance on BI by 90%.
- Increased contact center efficiency by 30% through automated dialing systems.
- Delivered new business insights by implementing 40+ KPIs.
- Managed 330+ contact center employees, meeting financial and operational goals.
Performancereviewhighlights
- Demonstrated excellent project management skills and proactive problem-solving.
- Recognized for high-level enthusiasm, self-starter ethos, and collaborative approach.
- Successfully trained and developed staff in CRM and analytics tools, fostering independence.
- Continuously improved training skills, listening to user needs, and enhancing customer experience.
- Managed to optimize internal processes and contributed significantly to Salesforce implementation.
Languages
Slovene
Proficient
C2
English
Advanced
C1
German
Upper intermediate
B2
Interests
Exploring the world
Snowboarding
Attending Rock music festivals
Timeline
Senior CRM Manager
Bitstamp, d.o.o.
06.2022 - 04.2023
BI Data Intelligence Manager
Bitstamp, d.o.o.
08.2021 - 06.2022
Enterprise Business Solutions Consultant
Span, d.o.o.
11.2020 - 08.2021
International Telemarketing and CC Support Manager
Studio Moderna, d.o.o.
04.2018 - 11.2020
Head of CRM and Analytics
Bitstamp, d.o.o.
4 2023 - Current