Responsibilities

• Develop and manage our UK & Europe CRM strategy, including customer lifecycle management, segmentation and engagement initiatives
• Utilise data and insights to segment customers effectively and tailor communications for maximum relevance and impact
• Collaborate with Product, Marketing, Creative, Engineering & Analytics teams to ensure alignment and seamless execution across multiple channels (email, push notifications, in-product messages)
• Manage internal stakeholder communication and collaboration across various departments
• Design and implement effective customer lifecycle management strategies to drive long-term engagement and loyalty through continuous optimisation
• Analyse campaign performance and use data to identify and implement opportunities for increasing engagement and conversion rates at all stages of the customer’s lifecycle journey
• Ensure compliance with CRM best practices and regulatory requirements while maintaining database health and retention efforts.
• Implement the localisation process for Wise’s international campaigns
• Oversee email calendar management, deliverability, and monthly reporting.

Requirements

• Mid-level experience in B2C CRM with a focus on segmentation, lifecycle management, and stakeholder engagement.
• Proven track record of successful cross-channel lifecycle communications.
• Experience in 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