At a Glance
- Tasks: Lead global CRM strategy and transform it into a growth engine.
- Company: Join Paysend, a fast-growing fintech revolutionising money movement globally.
- Benefits: Empowerment to make impactful decisions and opportunities for career growth.
- Other info: Collaborate with diverse teams and embrace a culture of experimentation.
- Why this job: Shape customer engagement strategies and drive measurable business impact.
- Qualifications: 8+ years in CRM with proven success in driving growth.
The predicted salary is between 80000 - 100000 £ per year.
About The Role: At Paysend, we believe CRM should be much more than a communication channel. We want it to become one of our biggest growth engines alongside Performance Marketing, Organic Growth and Referral. We are looking for a Consumer CRM Director to lead this transformation. You will own the global CRM strategy, lead the CRM team and be accountable for the commercial impact of CRM across the full customer lifecycle. Your mission is to turn CRM into a measurable growth engine that drives customer activation, engagement, retention, reactivation and lifetime value. This role is about building a growth function, not just running campaigns. We are looking for someone who has already transformed CRM into a major growth engine and knows how to turn customer insights into business results.
What You'll Do (Responsibilities):
- Own the global CRM strategy across the full customer lifecycle.
- Lead and develop a high-performing CRM team, creating a culture of experimentation, accountability, customer focus and continuous improvement.
- Build CRM into one of Paysend’s core growth engines, delivering measurable business impact.
- Drive improvements in activation, repeat transactions, retention, reactivation and customer lifetime value.
- Build and prioritise a roadmap of growth initiatives based on customer behaviour, data and business opportunities.
- Create a strong experimentation culture with continuous A/B testing, clear learning and measurement of incremental business impact.
- Develop personalised customer journeys based on behavioural triggers instead of calendar campaigns.
- Introduce AI-driven personalisation and predictive lifecycle capabilities where they create real value for customers and the business.
- Partner closely with Product, Data, Analytics, Marketing and Regional teams to improve customer experience and business performance.
- Build reporting that clearly connects CRM activity with business outcomes, including retention, transaction volume, revenue contribution and lifetime value.
What You’ll Need To Be Successful In This Role:
- 8+ years of experience in CRM, Lifecycle Marketing, Retention or Consumer Growth.
- Experience leading and developing high-performing CRM or Lifecycle teams.
- Proven track record of transforming CRM from a campaign execution function into a major growth engine.
- Strong understanding of customer lifecycle, customer behaviour, retention and lifetime value.
- Experience building and scaling experimentation programmes with measurable business impact.
- Strong analytical skills with the ability to turn customer data into growth opportunities and business decisions.
- Hands-on experience with Braze or a similar lifecycle marketing platform.
- Comfortable working across Product, Marketing, Analytics and Data teams.
- Experience in fintech, payments or another high-growth digital consumer business is a strong advantage.
Success in This Role: Success in this role will be measured by your ability to:
- Make CRM one of Paysend’s key growth engines.
- Deliver measurable improvements in customer activation, retention, reactivation and lifetime value.
- Increase the contribution of CRM to transaction volume, revenue and long-term customer value.
- Build a culture where decisions are driven by customer data, experimentation and continuous learning.
- Develop a high-performing CRM team that consistently delivers measurable business impact.
This is an opportunity to build something meaningful. You won’t be joining a business where CRM is only about campaigns. You’ll have the opportunity to shape the strategy, build new capabilities, influence product decisions and define how millions of customers engage with Paysend. If you enjoy solving hard growth problems, building strong teams and creating measurable business impact, we’d love to hear from you.
Why Join Paysend?
- Make a Global Impact: Join a company that is transforming how people and businesses move money around the world. Your work will contribute to products and services that help millions of customers stay connected globally.
- Own Meaningful Outcomes: We empower our people to take ownership, make decisions, and drive real impact. You'll have the opportunity to shape solutions, challenge the status quo, and see the results of your work firsthand.
- Grow with Us: As a fast-growing global fintech, we offer opportunities to learn, develop new skills, take on new challenges, and advance your career across functions and geographies.
- Collaborate with Exceptional People: Work alongside talented colleagues from diverse backgrounds and disciplines who are united by a shared ambition to build, innovate, and deliver great outcomes for our customers.
- Move Fast and Make Things Happen: We value action, curiosity, and continuous improvement. You'll be part of a culture that encourages experimentation, embraces change, and focuses on delivering meaningful results.
- Be Part of Our Journey: We're building the future of the global money movement. Join us at an exciting stage of growth where your ideas, expertise, and contributions can help shape what's next.
CRM Director in London employer: Paysend
At Paysend, we pride ourselves on being an exceptional employer that fosters a culture of collaboration and innovation. As a CRM Growth Manager, you will have the opportunity to make a significant impact on our global user base while benefiting from continuous learning and career advancement in a supportive environment. With competitive compensation and flexible work arrangements, you'll thrive in a principle-driven culture that values your contributions and encourages personal growth.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Director in London
✨Show Your Creative Side
In marketing communications, standing out is key. Get creative with your application! Consider designing a mini-campaign or pitch that highlights your skills and understanding of the brand. Tailor it for Paysend and show them what you can bring to the table.
✨Engage in Marketing Communities
Get involved in local or online marketing communications groups. Check out platforms like Meetup for events and workshops. Networking here can lead to hidden job openings and valuable insights into the industry trends—this is where we often discover what companies like Paysend are looking for.
✨Leverage Social Media
Use platforms like LinkedIn and Twitter to showcase your passion for marketing communications. Share insights, articles, and your own content that resonates with the industry. Tagging or interacting with Paysend on these platforms can catch the eye of recruiters and show you're genuinely interested in them.
✨Attend Industry Events
Keep an eye out for marketing conferences and workshops. These are great places to meet potential employers face-to-face and make connections that could land you a full-time role at Paysend. Bring your business cards and be prepared to chat about how you can contribute!
We think you need these skills to ace CRM Director in London
Some tips for your application 🫡
Craft an Impactful Cover Letter:Your cover letter is your chance to shine! Focus on your passion for marketing communications and how your previous experiences can benefit Paysend. Make sure to mention specific campaigns or projects you’ve worked on that showcase your creativity and strategic thinking.
Showcase Your Writing Skills:As you're diving into a marketing communications role, your writing ability is crucial. Include samples of your work, like blog posts, press releases, or social media campaigns in your application. This lets us see your style and how you engage with different audiences.
Tailor Your CV to Marketing:Your CV should highlight relevant marketing skills and experiences! Include specific tools or platforms you’ve used, like Google Analytics or social media management software. Mention any certifications or workshops related to marketing that you've completed – they can give you an edge!
Demonstrate Your Understanding of Paysend:Show us that you’ve done your homework! In your application, briefly mention what you admire about Paysend’s marketing approach or any recent campaigns that caught your attention. This can reveal your enthusiasm for the role and your genuine interest in joining our team!
How to prepare for a job interview at Paysend
✨Showcase Your Creative Campaigns
Get ready to flaunt your portfolio! Include examples of previous marketing campaigns you've worked on, especially those that showcase your creativity and strategy. Recruiters at Paysend will be keen to see how you conceptualise and execute campaigns, so highlight any measurable outcomes to back up your claims.
✨Know Your Digital Tools Inside Out
If you’re heading into a marketing-communications role, make sure you're comfortable discussing key digital marketing tools like Google Analytics, HubSpot, or Hootsuite. Expect some technical questions about how you've used these tools in the past, as they'll want to gauge your hands-on experience and how you analyse data to drive marketing decisions.
✨Be Ready for Scenario-Based Questions
At Paysend, they may throw some scenario-based questions your way, aimed at testing your problem-solving skills in real-life marketing situations. Think through potential challenges you’ve faced, how you navigated them, and be prepared to discuss your thought process and outcome.
✨Demonstrate Your Passion for Marketing
As you’re applying for a full-time position, show that you're not just looking for a job, but a career in marketing. Talk about the latest trends in marketing communications, your favourite campaigns, and why they inspire you. Your enthusiasm can really make you stand out and demonstrate that you’re committed to growing within the field.
