Senior CRM Manager

Wise•Austin, TX

About The Position

Wise is seeking a Senior CRM Manager to lead and enhance the Americas customer lifecycle strategy. This role involves defining the vision for customer communication across North and Latin America, bridging the gap between high-level CRM strategy and tactical execution to ensure customers receive relevant messages at optimal times and through appropriate channels. The manager will also be responsible for leading and mentoring a team of CRM professionals, fostering a culture of experimentation and continuous learning, and driving commercial impact by improving key CRM metrics such as conversion rates, churn reduction, and increasing lifetime value. The position requires strong stakeholder partnership with various product, marketing, and analytics teams to align communications with product roadmaps and customer needs.

Requirements

5+ years of experience in CRM or Lifecycle Marketing.
2+ years managing team members.
Ability to balance "doing" with "delegating".
Understanding of the nuances of NorthAm and LatAm marketing, including differences in messaging, tone, imagery, and value propositions.
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, extracting "the why" and translating it into a "what’s next."
Proven track record of executing with excellence in autonomy.
Comfortable writing a local brief as well as presenting a long-term strategy to leadership.
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.
Not afraid to push back when necessary to protect the customer experience and drive business value.
Customer-Obsessed, always putting yourself in the customer’s shoes.
Understanding that "spamming" is not a strategy and fighting for relevance in every interaction.

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 localised campaigns across multiple regions/languages.

Responsibilities

Hold the vision for how Wise communicates with customers in the Americas.
Bridge the gap between high-level CRM strategy and tactical execution, ensuring 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, helping your team grow their careers at Wise.
Own the end-to-end lifecycle strategy for customers in NorthAm and LatAm.
Build sophisticated, automated journeys that drive activation, cross-sell and retention.
Be responsible for 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 NorthAm and LatAm Product Managers, Product Marketing, Regional Leads, Analytics, and Creative teams to ensure our communications are aligned with product roadmaps and customer needs.