Regional CRM Manager

Job description

The CRM team is a diverse and inclusive crew of problem solvers from all over the world. We form long-term customer relationships through best-in-class communications - so more customers use Wise more often for their international money needs, stay with us longer, and advocate for us sooner. We place the customer at the heart of everything we do so they look forward to our communications because they’ll either be entertained, learn something new or find out about a useful product, service or promotion.

The team is structured into a Global team centered around our four main customer actions—Send, Hold, Receive, Spend & Grow, and a Regional team split by our key markets in the UK, Europe, North America, Latin America & APAC. So you’ll join a team of CRM specialists identifying regional opportunities to drive product adoption and improve retention, ensuring our lifecycle and adhoc comms are relevant and drive real impact in the UK and Europe.

The Role We're seeking a versatile CRM Manager in London to help us drive our global B2C lifecycle communications strategy and implementation for the UK & Europe markets. In this role, you'll have the opportunity to shape and execute innovative campaigns, collaborate with cross-functional teams, and make a tangible impact on our customers' experience.

• 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.

Qualifications

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