Head Of Crm in England

Everyone at OANDA is focused on our vision to transform how our customers can meet all their currency needs. We are revolutionising the world of currency trading by providing innovative trading experiences, currency data and analytics solutions.

We are looking for an experienced CRM person to lead OANDA's customer marketing strategy globally and build a robust framework to improve customer engagement and drive revenue growth for OANDA.

• Responsible for the overall development and execution of CRM strategy.
• Onboarding new clients, nurturing them, retaining them, and reactivating them, with a focus on enhancing their experience with OANDA's products and maximising their lifetime value.
• Own the end-to-end client communication strategy, ensuring all communications deliver 'on brand' engagement.
• Responsible for delivery and development of all CRM campaigns through existing channels and looking for opportunities to activate new channels.
• Work closely with the wider marketing, product and data teams to coordinate in life/promotional messaging, and customer experience communications and drive engagement across the business.
• Manage the orchestration of end-to-end communications to enrich clients' ability to trade while maximising churn reduction to extend active trader days to improve lifetime value of our clients.
• Work closely with the BI and Data team to develop detailed segmentation models on existing customers to better understand customer behaviour and build propensity models to drive the communication strategy.
• Work with third-party vendors on continuously optimising the systems and delivering best-in-class experience.
• Develop engaging, impactful and personalised campaigns that drive superior client experience and ultimately drive commercial objectives.
• Develop a client-focused culture, delivering the right message and services at the right time, whilst seeking and acting on feedback to make continuous improvements to the client experience.
• Work closely with the market research and customer experience team to understand client sentiments and requirements, and develop campaigns that drive higher client satisfaction.
• Manage and develop the CRM team, ensuring that the team follows the best CRM practices.
• Management of the CRM budget ensuring costs are forecast and managed.

• Strong track record in the development and delivery of complex CRM multi-channel and multi-regional strategies.
• Experience of working in a highly regulated environment.
• Experience getting the best out of customer marketing software solutions - e.g. Optimove, Hubspot, Salesforce, etc.
• Excellent understanding of how messaging can drive customer behaviour and experience with a passion for innovation in the CRM space.
• Customer and data obsessed.
• Performance driven, comfortable with driving revenue growth.
• Passionate and a real can-do attitude.
• Extreme attention to detail.
• Excellent stakeholder management and outstanding influencing skills.
• Excellent cross-functional project management skills.

OANDA Global Corporation is a diverse and global team with offices around the world. We value the unique skills and experiences each individual brings to OANDA. We are committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and one which reflects the diversity of the community in which we operate. We provide an inclusive and accessible environment for everyone.

Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.