Responsibilities

• As Head of CRM & Customer Management, you will own the vision, strategy, and execution of all CRM activities in the U.S., across the full customer lifecycle - from onboarding and activation to engagement, retention, and win-back. A core emphasis of the role is building a robust analytical and performance framework that enables data-driven decision-making, personalization at scale, and continuous optimization.
• Set CRM & Customer Management strategy
• Define and evolve the strategic vision and roadmap for customer engagement and retention, aligned with business and growth objectives.
• Develop personalized onboarding journeys that guide customers to deepen their relationship across deposits, product usage, and digital engagement.
• Design strategies to retain at-risk customers, using behavioral signals, analytics, and triggered journeys to prevent churn and drive win-back.
• Drive analytics, performance & experimentation
• Build and own a comprehensive KPI and measurement framework to track CRM effectiveness at program and campaign level.
• Partner closely with Analytics to run deep customer analyses, frame program profitability, and develop strong business cases.

Requirements

• 10+ years of experience in CRM / customer management, with a proven track record of building or significantly scaling CRM programs.
• Experience in D2C, fintech, financial services, ecommerce, or retail banking.
• Strong analytical and strategic mindset, with hands-on experience designing KPI frameworks and performance dashboards.
• Comfort with financial analysis, scenario modeling, and P&L drivers.
• 3+ years of people management experience, with a passion for coaching and developing teams.
• Deep understanding of the U.S. savings or retail banking landscape.
• Ability to operate effectively in a fast-paced, entrepreneurial environment.
• Excellent written and verbal communication, with the ability to influence senior stakeholders.

Benefits

• Flexible working hours and up to 28 days PTO accrued from your first month, plus 13 public holidays.
• Employee Development Budget of $2,200 and 4 full training days per year.
• Company 401k contribution of 5%.
• Healthcare coverage contribution, including medical, dental and vision.
• Commuter benefits and flexible working from home policy.
• Regular team events and yearly Summer and Winter Party.