CRM Manager - EU 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 CRM Manager to help us launch, build and grow CRM across the EU. This is a foundational role: you'll be responsible for establishing CRM from the ground up across different EU regions, defining how we communicate with customers across their entire lifecycle, and building the processes and infrastructure that will underpin long-term engagement and retention across EU markets as we grow.

The ideal candidate is a native or fluent Spanish/Italian speaker with a strong track record in CRM execution across multiple channels and markets. You'll be comfortable with ambiguity, energised by the challenge of building something new, and skilled at turning early signals into structured, always-on programmes that drive sustainable growth - with the flexibility to extend your remit across other EU markets as Monzo's international footprint expands.

Our CRM team

We are 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. There's a huge opportunity for a proactive and passionate CRM Manager to shape the future of our engagement strategy and programmes at Monzo.

You'll play a key role by:

• Establishing CRM in the EU - defining and building the foundational communication framework for the market, from onboarding and activation through to long-term retention and engagement, with an eye on scalability across other EU markets.
• Owning always-on communications - being the overseer and executor of BAU campaigns across email, push notifications and in-app, ensuring consistency, quality and relevance for EU customers.
• Executing customer lifecycle CRM journeys across multiple touchpoints, identifying the key moments in a customer's journey where CRM can drive the greatest impact.
• Identifying required data points and events needed to launch brand new CRM journeys tailored to EU markets.
• Leading CRM for the EU - acting as the subject matter expert across all product areas and serving as the primary CRM point of contact for EU-based and cross-functional stakeholders.
• Translating data insights into actionable opportunities, using performance signals to optimise existing campaigns and prioritise what to build next.
• Collaborating with country and central stakeholders across product, data, engineering, legal, compliance and the wider marketing team to ensure campaigns are compliant, well-targeted and commercially aligned.
• Building and documenting processes - creating scalable ways of working between the EU CRM function and central teams, ensuring high-quality documentation that supports knowledge sharing and consistency across markets.
• Developing segmentation strategies in collaboration with CRM Managers and data analysts to reach the right audiences with the right message at the right time.
• Monitoring campaign performance rigorously, ensuring campaigns are executed safely and in line with regulatory requirements across EU markets.
• Owning Campaign QA - acting as a second pair of eyes on campaign set-up before launch, maintaining a high bar for accuracy and customer experience.
• Delivering campaigns with a test and learn approach, generating hypotheses, running experiments and iterating based on results.

We'd love to hear from you if you:

• Are a native or fluent Spanish or Italian language speaker - you're confident communicating with customers, local stakeholders and regulatory bodies across EU markets.
• Have hands-on experience launching CRM in a new market or region, ideally from scratch - you know what good foundations look like and how to build them quickly.
• Have hands-on experience taking a campaign from signal to roll-out — scoping, planning, approval, build, test, analysis and iteration.
• Have a proven track record in CRM, with experience designing and implementing successful campaigns and automated journeys across email, push and in-app.
• Have experience using a CRM platform for delivery (Braze experience preferred).
• Have Fintech or Financial Services experience, with an understanding of the compliance and regulatory considerations that come with it.
• Have strong analytical skills - you can interpret data, generate hypotheses and use insights to inform strategic decisions (Looker experience is an advantage).
• Have experience working with product and country teams, ensuring CRM activity is aligned to local priorities and customer needs.
• Have excellent organisational skills with the ability to manage multiple priorities, meet deadlines and maintain a keen eye for detail.
• Take a collaborative approach - you bring stakeholders along with you and are comfortable working across a matrix of central and local teams.
• Have a problem-solving mindset - you're resourceful, proactive and able to find the right path forward when the answer isn't obvious.
• Are comfortable with ambiguity - you can make good decisions with incomplete information and move with pace in a fast-changing environment.

What's in it for you:

• £68,000 - £92,000 + 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.

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'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.