Job Description
At Wise, we're revolutionising the way people and businesses move money across borders. As a part of our expanding CRM team, you'll play a pivotal role in crafting engaging and impactful communications that empower our customers to make the most of their Wise account, saving them money and hassle.
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 place the customer at the heart of everything we do so they look forward to our communications because they’ll either be entertained, learn something new or find out about a useful product, service or promotion.
The Global CRM Team owns all communications that are addressed to all customers at Wise and/or that transcend specific regions and markets. The team is structured around the 4 main actions a Wise customer can take: send money, hold, receive, spend and grow their international money. So you’ll join a team of talented CRM professionals solving global problems for Wise customers around the world.
We're seeking a versatile CRM Manager in London to help us drive our global B2C lifecycle communications strategy and implementation. 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.
Your mission at Wise:
* Drive incremental growth for your area of responsibility through collaboration with your team and relevant stakeholders
* Develop and execute a comprehensive communications strategy, spanning from engaging product launches to refining global lifecycle communications.
* Collaborate closely with Product, Marketing, Creative, Engineering, Analytics, and UX Research teams to ensure alignment and seamless execution across multiple channels (email, push notifications, in-product messages).
* Utilise data-driven insights to segment customers effectively and tailor communications for maximum relevance and impact.
* Drive long-term engagement and loyalty through continuous optimisation of customer lifecycle management strategies.
* Analyse campaign performance to identify opportunities for increasing engagement and conversion rates throughout the customer journey.
* Ensure compliance with CRM best practices and regulatory requirements while maintaining database health and retention efforts.
* Manage internal stakeholder communication and collaboration across various departments.
* Oversee email calendar management, deliverability, and monthly reporting.
* Implement localisation processes for international campaigns and maintain a clear A/B testing plan.
Qualifications
* Mid-level experience (3-5 years in a similar position) in B2C or CRM with a focus on segmentation, lifecycle management, and stakeholder engagement.
* Proven track record of successful cross-channel lifecycle communications.
* 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
Additional Information
For everyone, everywhere. 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.
If you want to find out more about what it's like to work at Wise visit Wise.Jobs .
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