Senior CRM Manager: Lead Customer Experience

4 weeks ago


Singapore Wise Full time

Company Overview


Wise is a company that empowers individuals and businesses to move money without borders, fostering financial inclusion and reducing costs. Our innovative approach combines technology and banking expertise to create a seamless experience for customers worldwide.



Salary Range:


SGD 8,100 - 9,600 monthly + RSUs, providing a competitive compensation package that reflects the importance of this role in driving customer success.



About the Role


We are seeking an experienced Senior CRM Manager to lead our APAC CRM strategy and implementation. This key position will oversee the development and execution of effective customer lifecycle management strategies, ensuring seamless engagement across multiple channels. As a senior member of our team, you will be responsible for mentoring and growing a high-performing team of CRM professionals, fostering a culture of innovation and excellence.



Key Responsibilities


Manage internal technical and non-technical stakeholder communication, developing strong relationships with cross-functional teams including Product Managers, UX Researchers, Designers, Copywriters, Engineers, Analysts, and Product Marketing Managers.



Develop and manage our APAC CRM strategy, incorporating customer lifecycle management, segmentation, and engagement initiatives that drive long-term customer loyalty and retention.



Utilize data-driven insights to segment our business customers effectively, ensuring tailored and relevant communication and offerings that meet their evolving needs.



Design and implement effective customer lifecycle management strategies, leveraging analytical tools such as SQL, Looker, GA, MixPanel, and Braze to optimize campaign performance and drive conversion rates.



Maintain and implement a clear A/B testing plan to continually improve and refine customer interactions.



Requirements


We are looking for a mid-senior level professional with extensive experience in CRM, preferably in a product-driven environment. Key skills include:




  • Strong focus on segmentation, lifecycle management, and stakeholder engagement
  • Experience leading and growing a high-growth CRM team
  • End-to-end planning, development, and execution of large-scale engaging lifecycle campaigns
  • Customer-first attitude, with excellent verbal and written communication skills
  • Comfortable working with different departments and senior stakeholders, building relationships and alignment while driving results
  • Self-starter and impact-driven, with a strong analytical mindset and passion for using data to improve campaign performance


Additional Requirements


Demonstrated experience with coding HTML, CSS, Shopify Liquid, SQL, and Braze or similar cross-channel marketing platforms is highly desirable. Experience working in an international organization and proficiency in multiple languages are also advantageous.



Benefits


At Wise, we offer a dynamic and inclusive work environment, along with a comprehensive benefits package that includes flexible working arrangements, paid annual holiday, sick days, parental leave, and six weeks of paid sabbatical after four years of service. Our commitment to diversity, equity, and inclusion ensures that every Wiser feels valued and empowered to contribute towards our mission.


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