Description
Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed.
The CRM team is a diverse and inclusive crew of problem solvers from all over the world. We form long-term customer relationships through best-in-class communications - so more customers use Wise more often for their international money needs, stay with us longer, and advocate for us sooner.
We're seeking a versatile CRM Manager in London to help us drive our global B2C lifecycle communications strategy and implementation for the UK & Europe markets. In this role, you'll have the opportunity to shape and execute innovative campaigns, collaborate with cross-functional teams, and make a tangible impact on our customers' experience.
Responsibilities:
- Develop and manage our UK & Europe CRM strategy, including customer lifecycle management, segmentation and engagement initiatives
- Utilise data and insights to segment customers effectively and tailor communications for maximum relevance and impact
- Collaborate with Product, Marketing, Creative, Engineering & Analytics teams to ensure alignment and seamless execution across multiple channels (email, push notifications, in-product messages)
- Manage internal stakeholder communication and collaboration across various departments
- Design and implement effective customer lifecycle management strategies to drive long-term engagement and loyalty through continuous optimisation
- Analyse campaign performance and use data to identify and implement opportunities for increasing engagement and conversion rates at all stages of the customer’s lifecycle journey
- Ensure compliance with CRM best practices and regulatory requirements while maintaining database health and retention efforts
- Implement the localisation process for Wise’s international campaigns
- Oversee email calendar management, deliverability, and monthly reporting.
Qualifications:
- Mid-level experience in B2C CRM with a focus on segmentation, lifecycle management, and stakeholder engagement
- Proven track record of successful cross-channel lifecycle communications
- Experience in end-to-end planning, development, and execution of large-scale engaging campaigns
- Customer-first attitude with a deep understanding of segmentation and customer needs
- Comfortable communicating and collaborating with stakeholders at all levels and from different departments
- Self-starter with a passion for taking ownership of projects and driving impact
- Technically savvy with a creative eye for design and messaging
- Strong analytical skills and a passion for leveraging data to drive performance
- Comfortable creating and running complex and impact-driven A/B testing plans
- Ideally proficient in using Braze or similar ESPs