Head of CRM

Reposted 19 Hours Ago
Be an Early Applicant
London, Greater London, England
Senior level
Fintech • Mobile • Payments • Software • Financial Services
Wise is one of the fastest growing Fintechs in the world and we’re on a mission to make money without borders a new norm
The Role
As Head of CRM at Wise, you will develop and implement a scalable CRM strategy, optimize existing systems, lead a CRM team, and drive customer engagement across multiple channels. You will work with technical partners and creative teams to enhance customer experiences and manage CRM initiatives effectively.
Summary Generated by Built In

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.

Top Skills

Braze
Ga
HTML
Looker
Mixpanel
Mjml
Moveableink
Snowflake
SQL
Stripo

What the Team is Saying

Lindsay
Surendra
Smrithi
Pavan
Asya
Jennifer
Lauren
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The Company
HQ: Austin, TX
6,000 Employees
Hybrid Workplace
Year Founded: 2011

What We Do

We’re making a positive, irreversible change in the world of finance. Together.

People on every continent around the world are choosing Wise to help them live, travel and work internationally. We’re the fairest, easiest way to send money overseas.

Built by and for people who live global lives, we make sending money abroad up to 8 times cheaper than the bank. This is money without borders - instant, convenient, transparent and eventually free.

For our customers, using Wise is as simple as sending money from A to B, but behind our app and website is a complex engine of currencies and routes, that’s being designed, built and powered by our talented teams in cities around the world.

We’re just at the beginning of our story and we’re growing at an incredible pace. We won’t stop until anyone, anywhere can send, spend and receive money wherever they are, whatever they’re doing. There’s still heaps to do and we can’t do it alone.

Why Work With Us

We are a mission-driven company, looking to change banking for the better. Current banking systems don’t let us send, spend or receive money across borders easily. Or quickly. Or cheaply. So, we’re building a new one. If you're looking for an autonomous work environment, where you'll face cool challenges, learn and grow, you'll like working at Wise

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WISE Offices

Hybrid Workspace

Employees engage in a combination of remote and on-site work.

Here at Wise we have a hybrid working model – a mix of working from home and from the office. Wisers can also 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!

Typical time on-site: 2 days a week
HQAustin, TX
Singapore
Brussels, BE
Hungary
Kuala Lumpur, MY
London, GB
Mumbai, Maharashtra
New York, NY
São Paulo, BR
Tallinn, EE
Tokyo, JP
Learn more

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