Senior CRM Manager - Advocacy

Responsibilities

• Develop and independently manage our Invite CRM strategy, including customer lifecycle management, segmentation, incentives and engagement initiatives.
• Own the CRM strategy for Pricing, ensuring customers understand the value they receive from choosing Wise.
• Use price leadership as a railway to referrals, connecting customers’ experience of Wise’s value with advocacy: helping customers recognise the value they receive and giving them compelling reasons and moments to recommend Wise to others.
• Manage internal technical and non-technical stakeholder communication effectively influencing and aligning diverse teams.
• 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: make sure all comms are in line with CRM best practices, compliance requirements, through appropriate channels and without errors.
• Responsible for email calendar management, deliverability and monthly reporting.
• Implement the localisation process for Wise’s international campaigns

Requirements

• Senior level experience in a CRM role (5+ years), with strong focus on segmentation, lifecycle management and stakeholder engagement.
• Comfortable working with different departments and senior stakeholders, including C-level executives. You can build relationships and alignment, but are also confident in challenging assumptions and pushing back constructively when necessary to ensure the best outcome for our customers and the business.
• 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 embrace autonomy over rigid structure and are not afraid to take full responsibility for your work and its outcomes.
• Strong track record of successful cross-channel (email, push, in-app messages etc.) lifecycle comms.
• End-to-end planning, development and execution of large-scale engaging lifecycle campaigns.
• Customer-first attitude: can demonstrate ability to put yourself in customer shoes and have a deep understanding of customer segmentation.
• Excellent verbal and written communication skills and strive to have a customer-first mindset.
• 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 comms look and the message they send to your customers.
• 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.

Preferred

• Experience in a product-driven environment
• Competency in coding HTML, CSS or Shopify Liquid
• Experience using SQL and other analytical tools (Looker, GA, MixPanel etc.)
• Experience using Braze or similar cross-channel marketing platforms.
• Experience working in an international organisation.