Engagement, CRM & Customer Insights Specialist (H/F)

Withings is on a mission to be the trusted leader in clinical-grade smart health devices. Already the leading innovator of smart scales, our product portfolio includes connected scales, connected blood pressure monitors, sleep monitors, thermometers, and health/activity wearables.

We are passionate with creating beautiful and intuitive products that are easy to use in everyday life; our connected scales, hybrid watches, blood pressure monitors, sleep monitors and all the devices in our range are now used by millions of users.

Our goal is to enable prevention, screening and support for a number of chronic diseases through innovative products and services, to revolutionize the way we take care of our health.

The Engagement, CRM & Customer Insights Specialist is tasked with leading the development and implementation of CRM strategies and user engagement initiatives, while also acting as the voice of the customer. This role is pivotal in driving user retention, increasing product adoption, ensuring effective communication between Withings and its users, and fostering a strong connection between our customers and the product team.

Responsibilities

CRM & User Relationship:

• Develop and execute comprehensive CRM strategies to boost user engagement and retention.
• Lead the creation and management of CRM campaigns, from conception to analysis.
• Oversee the production of engaging content for CRM initiatives.
• Innovate and implement enhancements to CRM tools and processes.
• Ensure continuity of experience between device and app.
• Communicate effectively with users through various channels, including email, in-app notifications, and push notifications, to announce new features, updates, and bug fixes.
• Develop and execute strategies to increase engagement with existing features.
• Build and maintain a strong relationship with the user community, becoming their advocate within the company.

Customer Feedback & Insights:

• Act as the primary liaison between Withings and its users, collecting feedback via multiple channels, including App reviews, customer support, QA team, social media, and other platforms.
• Analyze customer feedback to identify patterns, opportunities, and areas for improvement.
• Collaborate closely with the QA and development teams to prioritize issues based on customer feedback.
• Work with the product management team to identify product enhancements and new features opportunities.

Beta Program Management:

• Lead internal and external beta testing programs, communicating the latest releases, gathering feedback, and responding to the tester community's concerns and suggestions.
• Coordinate with cross-functional teams to ensure that beta feedback is integrated into product development.

Requirements

We are looking for a tech-savvy candidate who holds a Master's Degree from an Engineering/Business School/University, coupled with a proven track record in a similar position, preferably in a dynamic and fast-paced setting able to communicate in both English and French.

• Advanced Content Strategy and Execution : Developing and executing more complex content strategies (Proficiency in HTML/CSS is a must)
• Cross-Functional Collaboration: Effectively working with different teams (like content, product, tech) to align CRM strategies with overall business goals.
• Customer Insight Analysis: Proficiency in gathering, analyzing, and leveraging customer feedback to drive product and engagement strategies.
• Community Engagement: Experience in managing and nurturing user communities, especially within beta testing or similar environments.

Benefits

Joining the Withings adventure means :

• Joining one of the world's pioneers and leaders in connected health, winner of several awards at the Consumer Electronic Show,
• Contributing to innovative and ambitious projects for the health of tomorrow in an agile and constantly evolving environment,
• Join an international company, member of the FrenchTech 120, with teams based in Issy-les-Moulineaux, Boston, Hong-Kong and Shenzhen,
• Participate in the continuous improvement of our products and services by beta-testing them before their release, especially during our numerous sports sessions with colleagues,
• Benefit from numerous advantages: Stock Options, smartphone and computer of your choice, discounts for cultural and sports activities, company restaurant, and much more,
• Participate in the Withings Med Academy by attending lectures by healthcare professionals to strengthen your knowledge in the medical field,
• Collaborate with passionate colleagues and celebrate each of our successes together!
• At Withings, we know that diversity, equity and inclusivity are paramount to fostering innovation. We rely on the unique skill sets, life experiences and perspectives of each team member to accomplish our mission—creating technology that people love, to make better health part of everyday life.