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About the Role

We are looking for a Senior CRM Manager to join our CRM team and independently lead, own, and drive CRM strategy and implementation across Invite and Pricing, with a focus on driving commercial growth through referrals and price leadership. The role will be based in London and will deliver best-in-class customer communications.

Responsibilities

• Develop and independently manage our Invite CRM strategy, including customer lifecycle management, segmentation, incentives and engagement initiatives.
• Own the CRM strategy for Pricing, ensuring customers understand the value they receive from choosing Wise.
• Use price leadership as a railway to referrals, connecting customers’ experience of Wise’s value with advocacy.
• Manage internal technical and non-technical stakeholder communication effectively influencing and aligning diverse teams.
• Utilise data-driven insights to segment our customers effectively, ensuring that each segment receives tailored and relevant communication and offerings.
• Design and independently manage effective customer lifecycle management strategies to drive long-term engagement and loyalty through continuous optimisation.
• Analyse campaign performance and use data and insights to identify and implement opportunities for increasing engagement and conversion rates at all stages of the customer’s lifecycle journey.
• Manage the customer database health with a focus on retention and engagement.
• Responsible for email calendar management, deliverability and monthly reporting.
• Implement the localisation process for Wise’s international campaigns.
• Maintain and implement a clear A/B testing plan.

Requirements

• Senior level experience in a CRM role (5+ years), with strong focus on segmentation, lifecycle management and stakeholder engagement.
• Comfortable working with different departments and senior stakeholders, including C-level executives.
• A true self-starter and impact-driven individual: you thrive on taking full ownership of projects with limited oversight and are adept at driving initiatives independently.
• Strong track record of successful cross-channel (email, push, in-app messages etc.) lifecycle comms.
• End-to-end planning, development and execution of large-scale engaging lifecycle campaigns.
• Customer-first attitude: can demonstrate ability to put yourself in customer shoes and have a deep understanding of customer segmentation.
• Excellent verbal and written communication skills and strive to have a customer-first mindset.
• Technically-savvy with a creative eye.
• Quick learner and problem solver with a strong analytical mindset and eager to learn and develop with a passion for using data to improve campaign performance.
• Experience in a product-driven environment (Desirable).
• Competency in coding HTML, CSS or Shopify Liquid (Desirable).
• Experience using SQL and other analytical tools (Looker, GA, MixPanel etc.) (Desirable).
• Experience using Braze or similar cross-channel marketing platforms (Desirable).
• Experience working in an international organisation (Desirable).

Skills

• CRM strategy
• CRM implementation
• Segmentation
• Lifecycle management
• Stakeholder engagement
• Cross-channel communication (email, push, in-app messages)
• Data-driven insights
• Customer segmentation
• Campaign performance analysis
• Database management
• Email marketing
• Deliverability
• Reporting
• Localisation
• A/B testing
• HTML
• CSS
• Shopify Liquid
• SQL
• Looker
• GA
• MixPanel
• Braze

Location

• London

Work Type

• Full-time

Experience Level

• Senior level (5+ years)

Salary/Compensations

• GBP 62000 - GBP 88000

About the Company

• Wise is a global technology company, building the best way to move and manage the world’s money.
• Min fees. Max ease. Full speed.
• Wise is on a mission to make people's and businesses' lives easier and save them money when sending money internationally, spending abroad, or making and receiving international payments.
• We’re people building money without borders — without judgement or prejudice, too.
• We believe teams are strongest when they are diverse, equitable and inclusive.
• We’re proud to have a truly international team, and we celebrate our differences.
• Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

Equal Opportunity

• We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.
• We’re proud to have a truly international team, and we celebrate our differences.
• Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.