CRM Manager at Plum Fintech, London, United Kingdom

Lead CRM strategy at Plum fintech app to drive customer lifecycle management, from onboarding to retention, through personalized automation and data-informed campaigns ensuring seamless, compliant experiences.

Key Responsibilities

• Shape and execute CRM strategy aligned with growth and retention objectives
• Manage customer lifecycle stages including onboarding, engagement, and retention, optimizing via segmentation, personalization, and automation
• Develop, execute, and schedule CRM campaigns across email, push notifications, and in-app messages, ensuring timely and error-free delivery
• Collaborate with design, product, and content teams to create effective, clear messaging
• Conduct quality assurance to ensure campaigns adhere to brand guidelines and compliance requirements
• Operate CRM tools daily, including building automated workflows, triggers, and audience segments (Iterable preferred)
• Partner with engineering and data teams to enhance integrations, tracking, and data accuracy
• Monitor campaign performance metrics like engagement, retention, LTV, and churn; conduct A/B tests and apply insights for improvements
• Maintain relevant customer communications by leveraging insights for targeting and channel selection
• Foster cross-functional collaboration, communicate results clearly, and manage priorities in a dynamic environment

Qualifications

• Prior experience in CRM, lifecycle marketing, or customer engagement positions
• Advanced technical skills in CRM platforms and marketing automation systems
• Desirable experience with Iterable
• Robust analytical abilities to derive actionable insights from data
• Data-oriented approach emphasizing quantifiable outcomes
• Firm grasp of segmentation, targeting, and personalization techniques
• Effective stakeholder management and communication abilities
• Prioritization of customer needs
• Adaptability to fast-paced, high-growth settings
• Preferred: Fintech or subscription product experience
• Preferred: Knowledge of data visualization tools
• Preferred: Expertise in experimentation methods
• Preferred: HTML proficiency

Benefits And Growth

• Company stock options
• Private health insurance
• Annual training budget
• Plum Premium subscription
• Competitive referral rewards
• Flexible remote working with at least 2 days weekly in offices in London, Athens, or Cyprus
• Team breakfasts and lunches
• 25 days holiday plus bank holidays
• 45 work-from-anywhere days annually
• 2-week sabbatical after 4 years
• Enhanced parental leave
• Annual team trip to a surprise destination
• Inclusive, fun company culture