Senior CRM Manager - Global

Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. We’re all about bringing value to our customers who deserve first-class communications so they make the most of their Wise account. We’re building money without borders for people and businesses and we need your help to make our Global customer comms best-in-class.

The Senior CRM Manager will own how we bring Wise’s price advantage to life through CRM — helping customers understand the value they get from Wise and using that value as a railway to advocacy and referrals. Alongside this, you’ll own and evolve our Invite CRM strategy, identifying the right customer moments, propositions and incentives to encourage more customers to recommend Wise.

Ultimately, your role is to connect price leadership and referrals: demonstrating Wise’s value in ways that help more customers choose Wise, use Wise and recommend Wise to others. The role will be based in London and will deliver best-in-class customer communications. The role will report into the London CRM team and follow the processes and practices agreed within the CRM team.

CRM at Wise is about making sure we develop the best global and regional lifecycle communications as well as keeping up with demand from other sides of the business. We’re problem solvers - we work with our Product, Marketing Tech, Analytics, UX Research and Product Marketing teams to define and execute the strategy for product and marketing customer comms, across multiple channels (email, push notifications, in-app messages).

This role requires someone who can not only participate in these wider conversations but also proactively drive their area to achieve significant impact.

Your Mission:

As an individual contributor, you will excel in both strategic planning and some hands‑on execution across our Invite and Pricing plans through CRM channels.

• 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: helping customers recognise the value they receive and giving them compelling reasons and moments to recommend Wise to others.
• 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 always with an eye on measurable impact.
• Manage the customer database health with a focus on retention and engagement: make sure all comms are in line with CRM best practices, compliance requirements, through appropriate channels and without errors.
• 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.

Qualifications:

• 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.
• Strong track record of successful cross‑channel lifecycle comms.
• 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.

Desirable:

• Experience in a product‑driven environment.
• Competency in coding HTML, CSS or Shopify Liquid.
• Experience using SQL and other analytical tools.
• Experience using Braze or similar cross‑channel marketing platforms.
• Experience working in an international organisation.

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.