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Customer Relationship Management Manager

Description

Manage internal stakeholder communication (including Product Marketing Managers, Product Managers, UX Researchers, Designers, Copywriters)
Manage the end-to-end process for ad-hoc customer communication across all channels (email, push, in-app messages) from brief to execution and performance analysis. This includes marketing, research and service communications
Own the regional lifecycle communications for Latin American and North American customers
Define and analyse regional user segments and create optimisation plans
Support product development and processes where needed, and provide key insights on the effectiveness of these communications to improve the customer experience and reduce CS contact rates
Manage and enforce Wise’s communication requests process
Maintain the database health: ensuring all communications are in line with CRM best practices and compliance requirements, through appropriate channels and without errors
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
Support global initiatives (where needed)

Responsibilities

You have mid-senior level CRM experience
You have a track record of successful cross-channel (email, push, in-app messages) end-to-end planning, development and execution of engaging CRM campaigns
You possess a customer-first attitude: can demonstrate ability to put yourself in customer shoes and have a deep understanding of customer segmentation
You have excellent verbal and written communication skills and strive to have a customer-first mindset
You are comfortable working with different departments and senior stakeholders - you can build relationships and alignment but are not afraid to push ahead on your vision
You are a 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 and you come ready equipped with perseverance and a sizeable sense of humour
You are a 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
You're competent in coding HTML, CSS and Shopify Liquid
You have experience using SQL and other analytical tools (Looker, GA, MixPannel etc.)
You have experience using Braze or similar cross-channel marketing platform
You're a bilingual Portuguese or Spanish speaker

Hard Skills

Customer relationship manager (CRM)
Data Analytics
Relationship building
Customer success
Client management
Cross-functional collaboration
Deliverable management
Advanced writing skills

Soft Skills

Wise

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Main info
Language Portuguese, Spanish
Experience level Mid Level
Job type Full Time
Salary 110000$ / Per Year
CountryUnited States of America

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Customer Relationship Management Manager

Description

Manage internal stakeholder communication (including Product Marketing Managers, Product Managers, UX Researchers, Designers, Copywriters)

Manage the end-to-end process for ad-hoc customer communication across all channels (email, push, in-app messages) from brief to execution and performance analysis. This includes marketing, research and service communications

Own the regional lifecycle communications for Latin American and North American customers

Define and analyse regional user segments and create optimisation plans

Support product development and processes where needed, and provide key insights on the effectiveness of these communications to improve the customer experience and reduce CS contact rates

Manage and enforce Wise’s communication requests process

Maintain the database health: ensuring all communications are in line with CRM best practices and compliance requirements, through appropriate channels and without errors

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

Support global initiatives (where needed)

Responsibilities

You have mid-senior level CRM experience

You have a track record of successful cross-channel (email, push, in-app messages) end-to-end planning, development and execution of engaging CRM campaigns

You possess a customer-first attitude: can demonstrate ability to put yourself in customer shoes and have a deep understanding of customer segmentation

You have excellent verbal and written communication skills and strive to have a customer-first mindset

You are comfortable working with different departments and senior stakeholders - you can build relationships and alignment but are not afraid to push ahead on your vision

You are a 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 and you come ready equipped with perseverance and a sizeable sense of humour

You are a 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

You're competent in coding HTML, CSS and Shopify Liquid

You have experience using SQL and other analytical tools (Looker, GA, MixPannel etc.)

You have experience using Braze or similar cross-channel marketing platform

You're a bilingual Portuguese or Spanish speaker

Hard Skills

Soft Skills