Head of CRM, Wise

• 8+ years of CRM / Retention Marketing experience, leading teams across multiple channels (email, push notification, in-app messages etc.)
• Proven track record in scaling large CRM teams as growth engines, using data-driven insights to enhance customer experiences
• Deep expertise in lifecycle marketing, segmentation, automation and personalisation strategies that drive brand loyalty and commercial outcomes
• Strong analytical mindset, with extensive experience in A/B testing, experimentation and customer behaviour analysis
• Hands-on experience of CRM coding languages (HTML, MJML) and leading CRM tools (Braze, Snowflake, Stripo, MoveableInk etc.)
• Proven experience delivering innovative, high-quality and effective messaging and creative in partnership with in-house brand and creative teams
• Proven experience managing budgets, workflows and risks associated with delivering marketing
• Strong leadership and communication skills, with key abilities to mentor teams and influence cross-functional stakeholders

Desirable

• As we continue to grow, we're looking for a Head of CRM to help us scale our CRM operations and impact
• This role is pivotal in driving our growth strategy, managing multi-channel campaigns, and fostering internal and external partnerships that’ll help the team increase our impact on new and existing customers
• Improve and implement a scalable CRM strategy that supports Wise’s mission and growth, while keeping the Wise customers at the heart of everything we do
• Optimise and scale our existing systems, frameworks and processes for automation, audience segmentation, channel orchestration and campaign cadence
• Work closely with our internal and external technical partners to drive efficiency and elevate our CRM tech stack
• Lead the team to create best-in-class, highly personalised customer interactions across email, push notifications, in-app messages and other key touchpoints
• Champion a culture of constant experimentation, leveraging A/B testing, cohort analysis, and behavioural insights to refine our strategies and tactics
• Stay ahead of the latest CRM trends and foster a culture of innovation within the CRM team
• Inspire, manage and grow our existing CRM team, while maintaining a high-performance and customer-centric approach
• Identify skill gaps, mentor emerging leaders, and ensure team members thrive both professionally and personally
• Be the main point of contact for CRM within the business and ensure alignment of CRM initiatives and priorities with CRM stakeholders (product, engineering, creative, analytics etc.)
• Partner closely with our in-house creative team to deliver innovative, effecting and on-brand campaigns
• Manage CRM budgets and investment framework, ensuring resources are allocated effectively to maximize impact