As we continue to grow, we’re looking for a Business CRM Lead to own and elevate our B2B customer lifecycle strategy. You will lead a high-performing team of 6+ to drive engagement, retention, and growth for our millions of business customers worldwide.
Your Mission
You will hold the vision for how we communicate with businesses—from freelancers to large enterprises. You will bridge the gap between our high-level CRM strategy and tactical execution, ensuring our business customers receive the right message, at the right time, through the right channel.
- Leading the Team: You will manage, mentor, and inspire a team of 6 CRM professionals (including Managers and Specialists). You will foster a culture of experimentation, autonomy, and continuous learning, helping your team grow their careers at Wise.
- Define the B2B Strategy: owning the end-to-end lifecycle strategy for business customers. You will build sophisticated, automated journeys that drive activation, cross-sell and retention.
- Drive Commercial Impact: You will be responsible for key B2B CRM metrics-improving conversion rates, reducing churn, and increasing lifetime value (LTV). You will use data to prove the value of your team’s work.
- Stakeholder Partnership: You will be the primary voice for Business CRM across the company. You will partner deeply with B2B Product Managers, Product Marketing, Regional Business Leads, Analytics, and Creative teams to ensure our communications are aligned with product roadmaps and customer needs.
- Elevate our Tech & Data: Working with the Head of CRM, you will push the boundaries of our tech stack (Braze, Snowflake, etc.). You will champion the use of complex data models to solve B2B-specific challenges, such as targeting multi-user accounts and diverse industry segments.
- Experienced Leader: You have extensive experience in CRM or Lifecycle Marketing, with significant time spent leading and managing teams. You know how to balance "doing" with "delegating" and have experience managing managers.
- B2B Expert: You understand the nuances of B2B marketing—longer decision cycles, multi-stakeholder accounts, and the balance between automated scale and personalised touch. MQL and SQL leading scoring and nurturing.
- Data-Driven: You are comfortable diving into data to find opportunities. You understand cohort analysis, A/B testing rigor, and how to measure incremental lift.
- Analytical rigour: You are comfortable in a dashboard. You don’t just report numbers; you extract “the why” and translate it into a “what’s next.”
- Hands-on experience: You have a proven track record of executing with excellence in autonomy. You are as comfortable writing a local brief as you are presenting a long-term strategy to leadership.
- Technical Fluency: You have hands-on experience with enterprise CRM tools (preferably Braze) and are comfortable discussing data schemas, API triggers, and HTML/Liquid logic with CRM Tech engineers.
- Collaborative Influencer: You can build relationships with senior stakeholders in Product and Engineering. You are not afraid to push back when necessary to protect the customer experience and drive business value .
- Customer-Obsessed: You always put yourself in the customer’s shoes. You understand that "spamming" is not a strategy and fight for relevance in every interaction.
Desirable:
- Proficiency in SQL to self-serve data insights.
- Experience in a high-growth product-led, Fintech or SaaS environment.
- Experience working with localised campaigns across multiple regions/languages.
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.
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