CRM Manager

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

The CRM team at Wise is expanding to consolidate our efforts to develop our APAC region 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.

What’s the role?

We’re building money without borders for people and businesses and we need your help to make our APAC customer comms best-in-class.

So we’re looking for a CRM Manager to join our growing CRM team and lead our APAC CRM strategy and implementation. The CRM Manager will own, shape and deliver an effective communications strategy for Wise’s customers: from engaging and exciting product launches, to testing and building our lifecycle communications. 

The role will be based in our Singapore office, with travel to London twice a year for CRM Global planning and will deliver best-in-class customer communications. The role will report into the APAC 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, UX Research and Product Marketing teams to define and execute the strategy for product and marketing customer comms, across multiple channels (email, push notifications, in-app messages).

This role is ideal for candidates with mid-level experience who are passionate about driving product adoption and brand awareness. If you have Liquid and SQL experience and know how to use Braze this is an added bonus but it’s by no means required..
 

Your Mission:

• Develop and manage our APAC CRM strategy, including customer lifecycle management, segmentation, and engagement initiatives

• Collaborate with Product, Marketing, Creative, Engineering & Analytics teams to ensure alignment and seamless execution across multiple channels (email, push notifications, in-product messages).

• Utilise data-driven insights to segment our business 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

• Ensure compliance with CRM best practices and regulatory requirements while maintaining database health and retention efforts.

• Responsible for email calendar management, deliverability and monthly reporting

• Implement the localisation process for Wise’s international campaigns

• Maintain and implement a clear A/B testing plan for the APAC region

Qualifications

• Have strong proficiency in verbal and written English; proficiency in one or more APAC regional languages is a significant plus

• Mid level experience in a B2C CRM role, with strong focus on segmentation, lifecycle management and stakeholder engagement 

• Experience with a high growth CRM team. 

• Strong track record of successful cross-channel (email, push, in-app messages etc.) 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 thrive more on autonomy than structure. You’re not afraid to take responsibility and ownership of your work. You come ready equipped with perseverance and a sizable sense of humour

• 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

It’ll be great if you also have:

• Experience in a product-driven environment

• Experience in coding HTML, CSS and Liquid 

• Experience using SQL and/or other analytical tools (Looker, LightDash, MixPanel etc.) 

• Experience using Braze or similar cross-channel marketing platforms

• Experience working in an international organisation

Additional Information

Who we are:

Wise was founded in 2011 with a clear mission: Money without borders so people and businesses can send, spend and get paid in any currency, whenever, wherever.

Sure, the heart of what we do is international money transfer. And we’re committed to making it instant, convenient and fair for millions of people, all over the world. But we’re growing our other products and our teams at an exciting pace. And we’re looking for the very best to jump on board.

What it’s really like to work here:

At Wise, we do things a bit differently. There’s no corporate nonsense, and no old-fashioned hierarchy. Instead, we work in dozens of self-sufficient, autonomous teams. Think of them like start-ups within a start-up.  

Each team picks the problems they want to solve. So, there’s no micro-management. No hiding behind fancy job titles. And no one is telling you what to do. You are your own boss. But you’ll get tons of guidance and plenty of support from your talented, super-smart teammates.  

We’re going to be upfront — the way we work doesn’t suit everyone. But if freedom, and life-affirming, head-scratching professional challenges rock your world, we could be a match made in heaven.

To find out a bit more about what it’s like to work at Wise — plus a full run through of our employee benefits — visit our careers page.

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.