CRM Team Lead - North/South Americas

Wise•Austin, TX

17h

About The Position

As Wise continues to grow, they are looking for a Senior CRM Manager to own and elevate their Americas customer lifecycle strategy. This role will hold the vision for how Wise communicates with customers in the Americas, bridging the gap between high-level CRM strategy and tactical execution to ensure customers receive the right message, at the right time, through the right channel. The position involves leading, mentoring, and inspiring a team of 2+ CRM professionals, fostering a culture of experimentation, autonomy, and continuous learning. The role also entails defining the end-to-end lifecycle strategy for customers in North America and Latin America, building sophisticated, automated journeys to drive activation, cross-sell, and retention. A key aspect of this role is driving commercial impact by improving conversion rates, reducing churn, and increasing lifetime value through data-driven insights. The CRM Team Lead will also serve as the primary voice for Americas CRM across the company, partnering deeply with various teams to ensure communications align with product roadmaps and customer needs.

Requirements

5+ years of experience in CRM or Lifecycle Marketing.
2+ years managing team members.
Experience managing people.
Understanding of the nuances of North America and Latin America marketing.
Comfortable diving into data to find opportunities.
Understanding of cohort analysis, A/B testing rigor, and how to measure incremental lift.
Comfortable in a dashboard; able to extract 'the why' and translate it into 'what's next'.
Proven track record of executing with excellence in autonomy.
Hands-on experience with enterprise CRM tools (preferably Braze).
Comfortable discussing data schemas, API triggers, and HTML/Liquid logic with CRM Tech engineers.
Ability to build relationships with senior stakeholders in Product and Engineering.
Customer-obsessed mindset; always put yourself in the customer’s shoes.
Understanding that 'spamming' is not a strategy.

Nice To Haves

Proficiency in SQL to self-serve data insights.
Experience in a high-growth product-led, Fintech or SaaS environment.
Experience working with localized campaigns across multiple regions/languages.

Responsibilities

Own and elevate the Americas customer lifecycle strategy.
Bridge the gap between high-level CRM strategy and tactical execution.
Ensure customers receive the right message, at the right time, through the right channel.
Manage, mentor, and inspire a team of 2+ CRM professionals.
Foster a culture of experimentation, autonomy, and continuous learning.
Own the end-to-end lifecycle strategy for customers in North America and Latin America.
Build sophisticated, automated journeys that drive activation, cross-sell and retention.
Drive key CRM metrics: improving conversion rates, reducing churn, and increasing lifetime value.
Use data to prove the value of your and your team’s work.
Be the primary voice for Americas CRM across the company.
Partner deeply with North America and Latin America Product Managers, Product Marketing, Regional Leads, Analytics, and Creative teams.
Ensure communications are aligned with product roadmaps and customer needs.
Balance 'doing' with 'delegating'.
Understand the nuances of North America and Latin America marketing.
Dive into data to find opportunities.
Extract the 'why' from data and translate it into 'what's next'.
Execute with excellence in autonomy.
Write a local brief as well as present a long-term strategy to leadership.
Discuss data schemas, API triggers, and HTML/Liquid logic with CRM Tech engineers.
Build relationships with senior stakeholders in Product and Engineering.
Push back when necessary to protect the customer experience and drive business value.
Fight for relevance in every customer interaction.