CRM Strategy Lead
4 weeks ago
Wise is a global technology company that enables people and businesses to move and manage money across borders without borders. Our mission is to make money without borders a reality for everyone, everywhere.
Job DescriptionWe're looking for a CRM Manager to join our growing CRM team and lead our B2B CRM strategy and implementation. The successful candidate will own, shape, and deliver an effective communications strategy for Wise's business customers, from engaging and exciting product launches to testing and building our B2B lifecycle communications.
Key Responsibilities- Lead and mentor a growing team of CRM professionals, fostering a culture of innovation and excellence.
- Manage internal technical and non-technical stakeholder communication, including Product Managers, UX Researchers, Designers, Copywriters, Engineers, Analysts, and Product Marketing Managers.
- Develop and manage our B2B CRM strategy, including customer lifecycle management, segmentation, and engagement initiatives.
- Utilize data-driven insights to segment our business customers effectively, ensuring that each segment receives tailored and relevant communication and offerings.
- Design and implement effective customer lifecycle management strategies to drive long-term engagement and loyalty through continuous optimization.
- Analyze 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.
- Manage the customer database health with a focus on retention and engagement, ensuring all comms are in line with CRM best practices, compliance requirements, and delivered through appropriate channels without errors.
- Responsible for email calendar management, deliverability, and monthly reporting.
- Implement the localization process for Wise's international campaigns.
- Maintain and implement a clear A/B testing plan.
- Mid-senior level experience in a CRM role, with a strong focus on segmentation, lifecycle management, and stakeholder engagement.
- 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, with the ability to put yourself in the customer's shoes and have a deep understanding of customer segmentation.
- Excellent verbal and written communication skills and a customer-first mindset.
- Comfortable working with different departments and senior stakeholders, building relationships and alignment while pushing ahead on your vision.
- Self-starter and impact-driven, with a passion for taking ownership of projects with limited oversight.
- Technically savvy with a creative eye, comfortable with technical matters but also caring about how comms look and what message is sent to customers.
- Quick learner and problem solver with a strong analytical mindset and a passion for using data to improve campaign performance.
- Experience in a product-driven B2B environment.
- Competency in coding HTML, CSS, and Shopify Liquid.
- Experience using SQL and other analytical tools (Looker, GA, MixPannel, etc.).
- Experience using Braze or similar cross-channel marketing platforms.
- Experience working in an international organization.
We're looking for someone who is passionate about driving product adoption and brand awareness, with a customer-first attitude and excellent communication skills. If you have experience in a CRM role, a strong focus on segmentation and lifecycle management, and a passion for using data to improve campaign performance, we'd love to hear from you.
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