Head of CRM

Company Description

Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.

More about our mission and what we offer.

Job Description

At Wise, we're on a mission to build the best way to move and manage money internationally. We're making financial services more fair, accessible, and affordable for people and businesses worldwide. 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.

Your Mission:

• 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.

Qualifications

• 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:

• Experience in fast-growing, product-driven Fintech / Financial Services companies

• Proficient in SQL and other analytics tools (Looker, GA, MixPanel etc.) to gather and analyse your own datasets

• Familiarity with AI-driven CRM strategies and tactics for customer segmentation, predictive analytics, ML modelling for customer insights and personalisation etc.

Additional Information

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.