CRM Manager - Onboarding in London

At Wise, we are revolutionising the way people and businesses move money across borders. As a part of our expanding CRM team, you will play a pivotal role in crafting engaging and impactful communications that empower our customers to make the most of their Wise account, saving them money and hassle. The CRM team is a diverse and inclusive crew of problem solvers from all over the world. We form long-term customer relationships through best-in-class communications so more customers use Wise more often for their international money needs, stay with us longer, and advocate for us sooner. We place the customer at the heart of everything we do so they look forward to our communications because they will either be entertained, learn something new or find out about a useful product, service or promotion.

The role involves:

• Drive multi-product & multi-region Onboarding: Be the subject matter expert on initial customer experience. Design, execute, and optimise global onboarding strategies that effectively convert users across diverse product lines and are successfully adapted for our multiple international regions.
• Develop lead generation & nurture: Design, implement, and manage dedicated lead generation and nurture flows to transition prospects into active users, ensuring a robust and efficient pipeline.
• Own the core growth loops: Strategically own and drive the success of your area by developing and executing a comprehensive communications strategy that spans from highly converting onboarding flows to making amends in line with product experience.
• Collaborate for impact: Work closely with Product, Marketing, Creative, Engineering, Analytics, and UX Research teams to ensure alignment and seamless execution across multiple channels (email, push notifications, in-product messages).
• Utilise data for segmentation: Utilise data-driven insights to segment customers effectively and tailor communications for maximum relevance and impact throughout the entire journey.
• Optimise for conversion & engagement: Analyse campaign and flow performance to identify opportunities for increasing conversion rates, specifically focusing on onboarding completion, activation, and long term engagement with our products.
• Ensure operational excellence: Oversee email calendar management, deliverability, monthly reporting, and implement localisation processes for international campaigns while managing a rigorous A/B testing plan.

Qualifications include:

• Mid-level experience in B2C or CRM with a focus on segmentation, lifecycle management, and stakeholder engagement.
• Deep onboarding expertise: non-negotiable experience designing, launching, and optimising high-performing customer onboarding flows that directly drive activation and conversion metrics.
• Acquisition & nurture focus: proven track record of building and managing lead generation and nurture programs (e.g., managing a prospect database, moving cold leads to sign-up).
• Global & complex environments: demonstrable experience working on CRM programs that span multiple products/features and/or multiple international regions, showcasing an ability to handle localisation and varying customer needs.
• Proven track record of successful cross-channel lifecycle communications.
• End-to-end planning, development, and execution of large-scale engaging campaigns.
• Customer-first attitude with a deep understanding of segmentation and customer needs.
• Comfortable communicating and collaborating with stakeholders at all levels and from different departments.
• Self-starter with a passion for taking ownership of projects and driving impact.
• Technically savvy with a creative eye for design and messaging.
• Strong analytical skills and a passion for leveraging data to drive performance.
• Comfortable creating and running complex and impact-driven A/B testing plans.
• Ideally proficient in using Braze or similar ESPs.

For everyone, everywhere. We are people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We are 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.