Senior CRM Manager

• Description
• Join Zepz: Breaking Down Borders, Together

Our Meaningful Mission
At Zepz, we're all about breaking down barriers for our customers and our teammates.

Our purpose is deeply personal, we provide a lifeline and deliver opportunities to cross-border communities that need it most through cutting edge finance and tech.

Zepz is the power behind World Remit and Sendwave, driven by the mission to celebrate the incredible impact migrants have, both at home and abroad.

We're not just moving money; we're building a world that truly recognizes and supports global connections.

Who You'll Be Joining
We look for mission-driven builders who thrive in a fast-paced environment connected to a true purpose.

We’re an always developing team of experts that enjoy problem solving and bring clarity to tough challenges.

At Zepz, we are Relentless Learners, always seeking feedback, and

Responsible Owners, treating company resources like your own. We depend on Transparent Communicators who keep the team aligned through open, honest talk.

Our Core Commitments — What We Live By
Our vibrant and truly diverse culture is built on three core commitments, that guide how we work and interact:

• Integrity: We always do the right thing. It’s simple, but it’s the foundation of everything we build for our customers and each other.
• Outcomes: We work for our customers. Their success and prosperity are the results we focus on delivering.
• Velocity: We are fast! We maintain high energy levels and make smart decisions quickly, keeping us nimble and ahead of the curve.

Perks of Joining Our Team
We believe in empowering colleagues because we genuinely trust our team.

Our culture is founded on this high trust, which naturally encourages the high ownership that drives us to meet our shared high expectations and deliver high performance.

While we have all the tools to work remotely, we value the purpose and benefits of in-person connections so we expect our teams to come to the office on a regular basis, and therefore be within a comfortable commutable distance from our London office.

Alongside a great office environment, think unlimited annual leave , great healthcare benefits, and employee discounts.

We want you to thrive and focus entirely on making your biggest impact!

In turn, we expect you to bring high ownership and commitment to your work.

This is a place where we value trust and high performance, and we'll provide the environment and support needed for you to excel.

About the role and the team
We're looking for a Senior CRM Manager to own the lifecycle programme for Zepz’s customer facing brands World Remit and Sendwave.

You'll be responsible for how we talk to customers from the moment they create an account through to their first send and the years of sending that follows.

This is a hands-on role.

You'll be in the CRM platform building journeys, writing the segmentation logic, designing tests and reading the results — not just briefing an agency.

You'll also be one of the loudest voices in the room on what our customers actually want, and you'll be expected to back that up with data.

What you'll do

• Own the customer lifecycle
• Map and manage the end-to-end customer journey across onboarding, activation, first transaction, repeat send, cross-sell, lapsing and win-back.
• Identify where customers drop out of the funnel and build the programmes that stop it happening.
• Set and report against clear lifecycle KPIs: activation rate, first-to-second transaction conversion, send frequency, retention and reactivation.
• Build and run campaigns
• Design, build, QA and deploy multi-channel campaigns across email, push, in-app and SMS.
• Move the programme from broadcast to triggered and behavioural wherever possible.
• Maintain a rigorous testing roadmap — subject lines, creative, timing, cadence, incentive level, channel mix — and make sure learnings are documented and reused.
• Segmentation and personalisation
• Build and maintain the segmentation model: corridor, send behaviour, value tier, payment method, recency and frequency, tenure, channel preference.
• Use that segmentation to personalise at scale, including localisation for our biggest sending and receiving markets.
• Work with Data and Engineering to make sure the events, attributes and data feeds you need are in place and reliable.
• Support commercial performance
• Plan and execute promotional activity — referral, fee-free and FX-based offers, seasonal campaigns and corridor-specific pushes.
• Target promotions properly: reward the customers who need an incentive to change behaviour, not the ones who were going to transact anyway.
• Own the commercial read on your activity: incremental transactions, incremental revenue, promotional cost, margin impact and payback. Be honest when something didn't work.
• Be a trusted stakeholder across the business
• Partner with Product, Data, Brand, Regional Marketing, Finance and Compliance to get campaigns live and correct.
• Make sure every communication meets regulatory and consent requirements in the markets it lands in.
• Act as the internal expert on our CRM platform, championing better practice and better use of the tooling we already pay for.
• What you'll bring:
  Essential
• 3+ years in CRM, lifecycle or retention marketing, ideally in a high-frequency, transactional business — fintech, payments, e-commerce, marketplaces, gaming, travel or subscription.
• Strong experience managing people, or an external agency.
• Hands-on experience with Braze, or a comparable enterprise platform (Iterable, Salesforce Marketing Cloud, Airship, Adobe Campaign, Klaviyo at scale, Mo Engage, Clever Tap).

You should be comfortable building Canvases/journeys, liquid or equivalent personalisation, and event-triggered logic yourself.

• Strong, practical grasp of segmentation — building audiences from behavioural and transactional data rather than relying on pre-built lists.
• Demonstrable lifecycle marketing experience with a clear view of the metrics you moved and how you knew you moved them.
• Comfortable with data: you have the confidence to interrogate a dashboard, size a segment, and challenge a number that looks wrong.
• Genuine commercial awareness — you can talk about your programme in terms of revenue, cost and margin, not just open rates.
• Creativity! You bring lots of ideas, with the drive to make them happen.

Desirable

• Experience running promotional or incentive mechanics and measuring their true incrementality (holdouts, control groups, uplift testing).
• A background in remittance, cross-border payments or another regulated financial services environment is great, but a strong understanding of compliance works.
• Experience marketing across multiple languages and regions with diverse needs and requirements.
• Familiarity with app-first customer bases and the specifics of push and in-app messaging.
• Exposure to, and understanding of, analytics tools like Mix Panel, Full Story, Amplitude.

If you want to join us in our journey to help break barriers in financial access and improve lives globally, there's no better place or time to join.

Our global team of 800+ people is spread across six continents.

We aspire to hire the best mix of people from former Olympians to You Tube influencers and we speak over twenty languages.

This incredible diversity isn't a bonus; it's the engine that lets us serve the world.

Ready to Apply?

Let’s Go.