Description
As a CRM Manager, you'll play an important role in delivering Tide's CRM strategy in Germany, helping shape how we engage with our SME audience from onboarding through to retention.
You will manage and deliver CRM activity for the German member lifecycle within the wider UK/Europe Lifecycle team, contributing to objectives and KPIs across:
- Activating new members onto the Tide platform
- Engaging existing members with Tide's products and services
- Reactivating lapsing members
- Building new automated and standalone campaigns and optimising existing journeys to drive relevant next best actions for new and existing members
- Creating and QAing German communications, working with both German and English copy
- Supporting a CRM test-and-learn programme across multiple channels, including in-app, push notification, email and SMS, from ideation and execution through to analysis and optimisation
- Analysing campaigns and journeys, identifying trends and opportunities, and sharing performance insights and recommendations with stakeholders
- Building and maintaining reporting and dashboards to monitor CRM performance and identify areas for improvement
- Working with stakeholders across Product, Marketing and other teams to support product adoption, cross-selling and upselling through lifecycle communications
- Working closely with the Member Accession Marketing team (MAM) to create a consistent journey from lead through to membership and onboarding
- Supporting the development and implementation of CRM initiatives, taking ownership of delivery while collaborating with senior team members on strategy and priorities
- Sharing campaign results, learnings and recommendations and using these to continuously improve CRM activity
To be successful in this role, you will need:
- 3–5 years of experience in CRM, lifecycle or retention marketing, ideally with hands-on campaign delivery experience
- Experience working in a subscription, app-based, fintech or digital business; experience in the German payments or fintech sectors would be a plus
- A good understanding of the German market and customer landscape; knowledge of the German banking sector is desirable
- Experience delivering CRM campaigns and programmes against clear objectives and KPIs
- Strong stakeholder management skills and comfort working with both technical and non-technical teams
- Hands-on experience with CRM platforms such as Iterable, HubSpot, Braze or Salesforce Marketing Cloud (SFMC); SFMC experience would be particularly desirable
- Understanding of HTML and CSS and comfort working with CRM templates and communications
- Confidence working with data and BI tools such as Looker or Tableau, and ability to turn campaign performance data into actionable insights
- Experience with segmentation, targeting and personalisation
- Experience planning and executing tests across CRM channels and using results to optimise future activity
- Strong written and verbal communication skills and ability to clearly present campaign performance and recommendations
- Comfortable managing multiple campaigns and projects and adapting to changing priorities
- Hands-on, delivery-oriented and motivated by achieving measurable results
- Curious, organised and excellent attention to detail
- Enjoy working collaboratively in a fast-paced, cross-functional environment
In return, you will get:
- 25 days of paid leave per year
- Additional 3 days of paid leave for volunteering or L&D
- Professional L&D budget
- Extended Parental Leave
- Mental health support through Plumm
- A one-off home office budget
- Opportunity to work and travel globally
- Team socials
- Sabbatical Leave
- Option to take your work device as your own (eligibility applies)