crm manager in fintech

Monzo is a financial services company that provides personal and business bank accounts, joint accounts, youth and kids accounts, credit cards, savings, investments, and pension products in the UK. It focuses on simplifying banking, improving financial education, and helping customers manage their money.

• Establish CRM across the EU by defining and building a scalable communication framework from onboarding and activation through retention and engagement;
• Own always-on email, push notification, and in-app communications for EU customers;
• Execute customer lifecycle CRM journeys across multiple touchpoints;
• Identify data points and events required for new CRM journeys tailored to EU markets;
• Lead CRM for the EU as the subject matter expert across product areas and primary CRM contact for EU-based and cross-functional stakeholders;
• Translate data insights into opportunities, optimise campaigns, and prioritise future initiatives;
• Collaborate with product, data, engineering, legal, compliance, country, and marketing stakeholders;
• Build and document scalable processes between EU CRM and central teams;
• Develop segmentation strategies with CRM Managers and data analysts;
• Monitor campaign performance and regulatory compliance across EU markets;
• Own Campaign QA before launch;
• Deliver campaigns using testing, experimentation, and iteration.

• Native or fluent Spanish or Italian speaker;
• Hands-on experience launching CRM in a new market or region, ideally from scratch;
• Experience taking campaigns from signal to rollout, including scoping, planning, approval, build, testing, analysis, and iteration;
• Proven CRM experience designing and implementing campaigns and automated journeys across email, push, and in-app;
• Experience using a CRM delivery platform;
• Fintech or Financial Services experience with knowledge of compliance and regulatory requirements;
• Strong analytical skills and ability to use data insights for strategic decisions;
• Experience working with product and country teams;
• Strong organisational skills and attention to detail;
• Collaborative approach across central and local teams;
• Proactive problem-solving mindset;
• Ability to make decisions with incomplete information in a fast-changing environment;
• Nice to have: Braze experience, Looker experience.

• Flexible working hours;
• £1,000 Annual learning budget for books, training courses, and conferences;
• MacBook provided;
• Additional work-from-home setup support for fully remote workers;
• Incentive Awards tied to performance;
• Application process includes a recruiter chat, hiring manager call, role-specific interview, and behaviours interview.