CRM Manager in London

We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us. With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award-winning customer service, we have a long history of creating magical moments for our customers! We’re not about selling products - we want to solve problems and change lives through Monzo.

About the role

We are looking for a proactive and passionate CRM Manager to help us deliver CRM campaigns across Monzo's product offerings. The ideal candidate will have a strong understanding of customer engagement and retention with previous experience launching targeted, data-driven campaigns across multiple channels, including email, push notifications, and in-app.

Our CRM team is a fast-growing team on a mission to make money work for everyone. We’re responsible for designing high-impact communications across our products and the customer lifecycle to bring our Monzo magic to life. We’re a hands-on and highly collaborative team, working with lots of different folks across Monzo to drive innovation and automation of our messaging. We’re driven by data and excited by experimentation. This role is a great opportunity to help shape the future of our engagement strategy and programmes at Monzo.

You’ll play a key role by:

• Executing customer lifecycle CRM journeys across multiple touch points.
• Working closely with team members to collaborate and help deliver a range of campaigns across multiple channels.
• Monitoring campaign performance and ensuring campaigns are executed safely.
• Supporting Campaign QA (helping to check set-up thoroughly as a second pair of eyes before launch).
• Collaborating with other CRM Managers in developing effective segmentation strategies to target relevant audiences for each campaign.
• Delivering campaigns with a test and learn data-driven approach.
• Owning existing processes and always-on campaigns within the team, and keeping these documented and up to date.

We’d love to hear from you if:

• You have hands-on experience in CRM, with a proven track record of designing and implementing successful campaigns and automated journeys.
• You have experience using a CRM platform for delivery (Braze, ideally).
• You have Fintech or Financial Services experience.
• You have strong analytical skills with the ability to interpret data, generate hypotheses, and inform strategic decisions; Looker experience is an advantage.
• You can demonstrate experience working with product teams across various areas, ensuring strategic alignment and customer-centric initiatives.
• You bring excellent organisational and time management skills, with a keen eye for detail and ability to manage multiple priorities.
• You can organise priorities with stakeholders effectively.
• You take a collaborative approach, working with all relevant stakeholders to deliver an end result that is right for the customer.
• You have a Problem Solving mindset - able to solve potential problems or suggest alternative ways to achieve the desired outcome.
• You’re excited about what we do at Monzo.

What’s in it for you:

• £57,000 - £77,000 + Incentive Awards tied to your performance + Benefits.
• This role can be based in our London office, but we’re open to distributed working within the UK (with ad hoc meetings in London).
• We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.
• £1,000 learning budget each year to use on books, training courses and conferences.
• We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.
• Plus lots more!

The application journey has 3 key steps:

• 30 minute chat with a Monzo Recruiter.
• 30 minute call with the Hiring Manager.
• Full Loop: 1 x Role Specific Interview (60 mins) + 1 x Behaviours Interview (45 mins).

This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here. We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.

Equal opportunities for everyone. Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status. If you have a preferred name, please use it to apply. We don't need full or birth names at application stage.