Responsibilities

• Establishing CRM in the EU - defining and building the foundational communication framework for the market, from onboarding and activation through to long-term retention and engagement, with an eye on scalability across other EU markets
• Owning always-on communications - being the overseer and executor of BAU campaigns across email, push notifications and in-app, ensuring consistency, quality and relevance for EU customers
• Executing customer lifecycle CRM journeys across multiple touchpoints, identifying the key moments in a customer's journey where CRM can drive the greatest impact
• Identifying required data points and events needed to launch brand new CRM journeys tailored to EU markets
• Leading CRM for the EU - acting as the subject matter expert across all product areas and serving as the primary CRM point of contact for EU-based and cross-functional stakeholders
• Translating data insights into actionable opportunities, using performance signals to optimise existing campaigns and prioritise what to build next
• Collaborating with country and central stakeholders across product, data, engineering, legal, compliance and the wider marketing team to ensure campaigns are compliant, well-targeted and commercially aligned
• Building and documenting processes - creating scalable ways of working between the EU CRM function and central teams, ensuring high-quality documentation that supports knowledge sharing and consistency across markets
• Developing segmentation strategies in collaboration with CRM Managers and data analysts to reach the right audiences with the right message at the right time
• Monitoring campaign performance rigorously, ensuring campaigns are executed safely and in line with regulatory requirements across EU markets

Requirements

• Are a native or fluent Spanish or Italian language speaker - you're confident communicating with customers, local stakeholders and regulatory bodies across EU markets
• Have hands-on experience launching CRM in a new market or region, ideally from scratch - you know what good foundations look like and how to build them quickly
• Have hands-on experience taking a campaign from signal to roll-out — scoping, planning, approval, build, test, analysis and iteration
• Have a proven track record in CRM, with experience designing and implementing successful campaigns and automated journeys across email, push and in-app
• Have experience using a CRM platform for delivery ( Braze experience preferred )
• Have Fintech or Financial Services experience, with an understanding of the compliance and regulatory considerations that come with it
• Have strong analytical skills - you can interpret data, generate hypotheses and use insights to inform strategic decisions (Looker experience is an advantage)
• Have experience working with product and country teams, ensuring CRM activity is aligned to local priorities and customer needs
• Have excellent organisational skills with the ability to manage multiple priorities, meet deadlines and maintain a keen eye for detail
• Take a collaborative approach - you bring stakeholders along with you and are comfortable working across a matrix of central and local teams

Preferred

• Braze experience preferred
• Looker experience is an advantage
• Fintech or Financial Services experience, with an understanding of the compliance and regulatory considerations that come with it

Benefits

• 💰£68,000 - £92,000 + Incentive Awards tied to your performance + Benefits ✨
• 📍This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London)
• ⏰ We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.
• 📚 £1,000 learning budget each year to use on books, training courses and conferences.
• 🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.