CRM Manager - Onboarding

At Wise, we're revolutionising the way people and businesses move money across borders. As a part of our expanding CRM team, you'll play a pivotal role in crafting engaging and impactful communications that empower our customers to make the most of their Wise account, saving them money and hassle.

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 role.

We're seeking a versatile and performance-driven CRM Manager in London to help us drive our global B2C and B2B lifecycle communications strategy and implementation. 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.

Your mission at Wise:

• Drive multi-product & multi-region Onboarding: be the subject matter expert on initial customer experience. Design, execute, and optimise global onboarding strategies that effectively convert users across diverse product lines and are successfully adapted for our multiple international regions.
• Develop lead generation & nurture: design, implement, and manage dedicated lead generation and nurture flows to transition prospects into active users, ensuring a robust and efficient pipeline.
• Drive incremental growth for your area of responsibility through collaboration with your team and relevant stakeholders
• Own the core growth loops: Strategically own and drive the success of your area by developing and executing a comprehensive communications strategy that spans from highly converting onboarding flows to making amends in line with product experience.
• Collaborate for impact: work closely with Product, Marketing, Creative, Engineering, Analytics, and UX Research teams to ensure alignment and seamless execution across multiple channels (email, push notifications, in-product messages).
• Utilise data for segmentation: utilise data-driven insights to segment customers effectively and tailor communications for maximum relevance and impact throughout the entire journey.
• Optimise for conversion & engagement: analyse campaign and flow performance to identify opportunities for increasing conversion rates, specifically focusing on onboarding completion, activation, and long term engagement with our products.
• Ensure operational excellence: oversee email calendar management, deliverability, monthly reporting, and implement localisation processes for international campaigns while managing a rigorous A/B testing plan.