CRM Senior Executive in London

Wise is a global technology company, building the best way to move and manage the world’s money. As part of our team, you will be helping us create an entirely new network for the world's money. We’re building money without borders for people and businesses and we need your help to make our Global customer communications best-in-class.

We’re looking for a Senior CRM Manager to join our CRM team and independently lead, own, and drive strategy and implementation for some of our Key Customer segments. The CRM Manager will own, shape and deliver an effective communications strategy for Wise’s customers: from engaging and exciting product launches to testing and building our lifecycle communications.

CRM at Wise is about making sure we develop the best global and regional lifecycle communications as well as keeping up with demand from other sides of the business. We’re problem solvers - we work with our Product, Marketing Tech, Analytics, UX Research and Product Marketing teams to define and execute the strategy for product and marketing customer communications, across multiple channels (email, push notifications, in-app messages).

As an individual contributor, you will excel in both strategic planning and hands-on execution for our Key Customers through CRM channels. You will:

• Develop and independently manage our Key Customers CRM strategy, including customer lifecycle management, segmentation, and engagement initiatives.
• Manage internal technical and non-technical stakeholder communication (Product Managers, UX Researchers, Designers, Copywriters, Engineers, Analysts, etc.).
• Utilise data-driven insights to segment our customers effectively, ensuring that each segment receives tailored and relevant communication and offerings.
• Design and independently manage effective customer lifecycle management strategies to drive long-term engagement and loyalty through continuous optimisation.
• Analyse campaign performance and use data and insights to identify and implement opportunities for increasing engagement and conversion rates at all stages of the customer’s lifecycle journey always with an eye on measurable impact.
• Manage the customer database health with a focus on retention and engagement: ensure all communications are in line with CRM best practices, compliance requirements, through appropriate channels and without errors.
• Be responsible for email calendar management, deliverability and monthly reporting.
• Maintain and implement a clear A/B testing plan.

You should have senior level experience in a CRM role, with a strong focus on segmentation, lifecycle management and stakeholder engagement. A true self-starter and impact-driven individual: you thrive on taking full ownership of projects with limited oversight and are adept at driving initiatives independently, without relying on others for execution. You will be involved in end-to-end planning, development and execution of large-scale engaging lifecycle campaigns.

You should be technically-savvy with a creative eye. You are comfortable with technical matters, including the hands-on creation of emails and canvases within CRM platforms, and you also care deeply about how your communications look and the message they send to your customers. You should be a quick learner and problem solver with a strong analytical mindset and eager to learn and develop with a passion for using data to improve campaign performance.

Competency in coding HTML, CSS and Shopify Liquid is required. Experience using SQL and other analytical tools (Looker, GA, MixPanel etc.) is also necessary. Experience using Braze or similar cross-channel marketing platforms is preferred.

We're people building money without borders — without judgement or prejudice, too. 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.