CRM Manager

The team.

The CRM team at Wise is expanding to consolidate our efforts to develop our regional B2B communications. We’re all about bringing value to our customers who deserve first-class communications so they make the most of their Wise account that helps them save money and avoid the terrible exchange rates from traditional banks.

The role.

We’re building money without borders for businesses and we need your help to make our Americas customer comms best-in-class. So we’re looking for a CRM Manager to join our growing CRM team and lead our NorthAm and LatAm business strategy and implementation. The CRM Manager 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 regional business lifecycle communications.

The role will be based in Austin and will deliver best-in-class business customer communications. The role will report into the London CRM team and follow the processes and practices agreed within the CRM team. CRM at Wise is about making sure we develop the best global and regional lifecycle communications as well as keeping up with demand from other sides of the business.

We’re problem solvers – we work with our Product, Marketing Tech, Analytics and UX Research teams to define and execute the strategy for product and marketing customer comms, across multiple channels (email, push notifications, in-app messages).

About you:

• Mid level experience in a B2B CRM role, with a focus on segmentation, regionalization and stakeholder management.
• Track record of successful cross-channel (email, push, in-app messages etc.) B2B lifecycle comms.
• End-to-end planning, development and execution of large-scale engaging lifecycle campaigns.
• Customer-first attitude: can demonstrate ability to put yourself in customer shoes and have a deep understanding of customer segmentation.
• Excellent verbal and written communication skills and strive to have a customer-first mindset.
• Comfortable working with different departments and senior stakeholders. You can build relationships and alignment but are not afraid to push ahead on your vision.
• Self-starter and impact-driven: you enjoy taking ownership of projects with limited oversight. You’re not afraid to take responsibility and ownership of your work.
• Technically-savvy with a creative eye. You’re comfortable with technical matters, but you also care about how your comms look and what message you send to your customers.
• Quick learner and problem solver with a strong analytical mindset and eager to learn and develop with a passion for using data to improve campaign performance.
• Strong analytical skills. You’ll need to be able to analyze complex data sets and make decisions off the back of those.

Your mission:

• Develop and manage our North and Latin American B2B CRM strategy, including customer lifecycle management, segmentation, and engagement initiatives.
• Utilise data-driven insights to segment our 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 optimisation.
• Analyse 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: make sure all comms are in line with CRM best practices, compliance requirements, through appropriate channels and without errors.
• Manage internal technical and non-technical stakeholder communication (Product Managers, UX Researchers, Designers, Copywriters, Engineers, Analysts)
• 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.

What do we offer:

• Starting salary: $77,000 - 103,000
• 🚀 RSU’s in a rapidly growing company after a year with us
• 💻 Hybrid working model – A combination of work-from-home and from the office
• ✈️ Wisers can work remotely for 90 days a year. By ‘remote’ we don’t just mean from home, but from wherever in the world you choose to
• 💪 An annual self-development budget
• 🩺 Medical, dental, & vision insurance – including HSA and FSA options
• 💝 Company-paid: Life Insurance, Short & Long-Term Disability, and an EAP program
• ☀️ 25 days PTO, 15 sick days, 11 bank holidays, 5 compassionate leave days, 3 paid “Me” days and a paid volunteer day, annually
• 🏝️ A paid 6-week sabbatical leave after four years
• 👶🏼 18-weeks of paid parental leave, after a year with us
• 💰 401k with up to a 4% employer match
• 🏆 BuiltIn Award winner for Best Places to Work and Best Large Places to Work

If you’re interested in the position, please apply by submitting your CV.

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