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Customer Engagement & CRM Manager. FinTech. £45-70K doe. Hybrid (London/Remote)
Our client are seeking a dynamic Customer Engagement & CRM Manager to join their team. This role goes beyond traditional CRM management, encompassing customer relationship building, community engagement, and strategic feedback management.
Customer Engagement & CRM Manager. FinTech. £45-70K doe. Hybrid (London/Remote)
Our Client
Our client is an exciting FinTech, transforming the way we all view money forever. They want to give customers a choice in the money they use in their everyday lives. They believe people deserve to use money that holds its value and remains in their control. This is fundamental to an individual's financial wellbeing and more broadly promotes savings and productivity in society.
Our client are looking for positive people with integrity, intelligence and a strong work ethic. You will have an amazing opportunity to join their exciting, dynamic and fast-paced culture and be part of a team that is providing better money to change peoples lives for the better.
Our client respect each other and are driven by the same core values:
?They are driven by shared inspiration, innovation and the urgently needed protections that our client delivers for the general public and their personal financial wellbeing.
?They share an obsession about delivering sound money and the benefits that brings to our customers, and that every customer is precious.
?They love to collaborate, stretch and support each other and laugh together.
?They set ambitious yet achievable team and individual goals and use OKRs to measure our progress. They never stop learning, we help each other succeed and celebrate our successes together.
The Role
Are you a CRM maestro with a knack for community building and customer engagement? Join our clients revolutionary FinTech as a Customer Engagement and CRM Manager. This role isnt just about managing emails - its about shaping the entire customer experience. Youll craft and execute multi-channel strategies, foster vibrant community interactions, and handle customer feedback with finesse. Your mission? Elevate customer satisfaction, boost retention, and build loyalty.
As technology evolves, so do our customers' expectations. Were looking for someone whos not just up-to-date with the latest tools and trends but who can also leverage data-driven insights and automation to continuously enhance the customer journey. If youre excited about creating meaningful interactions and optimising touch points across various channels, we want to hear from you!
Key Responsibilities:
?CRM Strategy: Develop and implement a comprehensive CRM strategy that drives retention, engagement, and growth across all channels.
?Outbound Campaign Management: Design and oversee the delivery of personalised email campaigns, in-app messages, push notifications, and SMS, ensuring they reach the right people at the right time.
?Customer Journey Mapping: Utilise behavioural data and predictive analytics to design and fine-tune customer journeys, ensuring timely and relevant communications.
?Customer Community Management: Manage our customer community with a focus on engagement, moderating discussions, and fostering a positive, interactive environment.
?Customer Feedback & Review Response: Handle reviews and feedback with care, providing timely and thoughtful responses that reflect our strong brand presence.
?Data Analytics & Segmentation: Dive into customer data to uncover trends, behaviours, and segmentation opportunities, refining targeting and boosting campaign performance.
?Automation & Workflow Management: Use CRM tools and marketing automation platforms (like Ortto) to streamline processes and automate routine tasks.
?Cross-functional Collaboration: Whilst you will be a key part of the marketing team, you will also need to partner with product, UX and customer support teams to align on communication strategies and leverage insights across departments. We would also look for you to take the lead on sharing key learnings about our customers throughout the organisation so everyone benefits.
?A/B Testing & Optimisation: Conduct A/B tests to continually enhance messaging, delivery, and overall campaign effectiveness.
?Reporting & Insights: Regularly analyse and report on campaign performance, community engagement, and customer feedback, using insights to drive strategic improvements.
The Candidate
?Proven track record in CRM management, community building, and email marketing, ideally within the FinTech or tech industry.
?Proficiency with CRM tools and marketing automation platforms
?Deep understanding of customer lifecycle management, journey mapping, and community engagement
?Strong analytical skills, with experience in data segmentation, A/B testing, and campaign optimization
?Excellent written communication skills and meticulous attention to detail
?Experience in responding to customer feedback and maintaining a positive brand image
?Strategic thinker who can execute effectively in a fast-paced environment
?Knowledge of GDPR and other relevant data privacy regulations.
Bonus Skills:
?Experience with AI-driven CRM tools or customer data platforms (CDPs)
?Familiarity with SMS marketing, in-app messaging, or push notifications
?Background in customer acquisition, retention strategies, and community management tools.
Customer Engagement & CRM Manager. FinTech. £45-70K doe. Hybrid (London/Remote)
Our Client
Our client is an exciting FinTech, transforming the way we all view money forever. They want to give customers a choice in the money they use in their everyday lives. They believe people deserve to use money that holds its value and remains in their control. This is fundamental to an individual's financial wellbeing and more broadly promotes savings and productivity in society.
Our client are looking for positive people with integrity, intelligence and a strong work ethic. You will have an amazing opportunity to join their exciting, dynamic and fast-paced culture and be part of a team that is providing better money to change peoples lives for the better.
Our client respect each other and are driven by the same core values:
?They are driven by shared inspiration, innovation and the urgently needed protections that our client delivers for the general public and their personal financial wellbeing.
?They share an obsession about delivering sound money and the benefits that brings to our customers, and that every customer is precious.
?They love to collaborate, stretch and support each other and laugh together.
?They set ambitious yet achievable team and individual goals and use OKRs to measure our progress. They never stop learning, we help each other succeed and celebrate our successes together.
The Role
Are you a CRM maestro with a knack for community building and customer engagement? Join our clients revolutionary FinTech as a Customer Engagement and CRM Manager. This role isnt just about managing emails - its about shaping the entire customer experience. Youll craft and execute multi-channel strategies, foster vibrant community interactions, and handle customer feedback with finesse. Your mission? Elevate customer satisfaction, boost retention, and build loyalty.
As technology evolves, so do our customers' expectations. Were looking for someone whos not just up-to-date with the latest tools and trends but who can also leverage data-driven insights and automation to continuously enhance the customer journey. If youre excited about creating meaningful interactions and optimising touch points across various channels, we want to hear from you!
Key Responsibilities:
?CRM Strategy: Develop and implement a comprehensive CRM strategy that drives retention, engagement, and growth across all channels.
?Outbound Campaign Management: Design and oversee the delivery of personalised email campaigns, in-app messages, push notifications, and SMS, ensuring they reach the right people at the right time.
?Customer Journey Mapping: Utilise behavioural data and predictive analytics to design and fine-tune customer journeys, ensuring timely and relevant communications.
?Customer Community Management: Manage our customer community with a focus on engagement, moderating discussions, and fostering a positive, interactive environment.
?Customer Feedback & Review Response: Handle reviews and feedback with care, providing timely and thoughtful responses that reflect our strong brand presence.
?Data Analytics & Segmentation: Dive into customer data to uncover trends, behaviours, and segmentation opportunities, refining targeting and boosting campaign performance.
?Automation & Workflow Management: Use CRM tools and marketing automation platforms (like Ortto) to streamline processes and automate routine tasks.
?Cross-functional Collaboration: Whilst you will be a key part of the marketing team, you will also need to partner with product, UX and customer support teams to align on communication strategies and leverage insights across departments. We would also look for you to take the lead on sharing key learnings about our customers throughout the organisation so everyone benefits.
?A/B Testing & Optimisation: Conduct A/B tests to continually enhance messaging, delivery, and overall campaign effectiveness.
?Reporting & Insights: Regularly analyse and report on campaign performance, community engagement, and customer feedback, using insights to drive strategic improvements.
The Candidate
?Proven track record in CRM management, community building, and email marketing, ideally within the FinTech or tech industry.
?Proficiency with CRM tools and marketing automation platforms
?Deep understanding of customer lifecycle management, journey mapping, and community engagement
?Strong analytical skills, with experience in data segmentation, A/B testing, and campaign optimization
?Excellent written communication skills and meticulous attention to detail
?Experience in responding to customer feedback and maintaining a positive brand image
?Strategic thinker who can execute effectively in a fast-paced environment
?Knowledge of GDPR and other relevant data privacy regulations.
Bonus Skills:
?Experience with AI-driven CRM tools or customer data platforms (CDPs)
?Familiarity with SMS marketing, in-app messaging, or push notifications
?Background in customer acquisition, retention strategies, and community management tools.
Our client know this role is a bit of an ambitious wishlist, and they may not find all the perfect elements in one person. However, if you have the right mix of experience, attitude, and adaptability they dont need you to tick every box - theyre flexible and excited to find the right fit. The role offers significant growth opportunities, with potential for direct reports within the next 12 months, contingent on your results and leadership.
The Terms
-A competitive salary, a wide band available depending on experience, as well as the opportunity for equity in the company
-25 days annual leave
-A fun and vibrant office environment with a mix of days working from home
-Regular team lunches and socials
-Opportunities for personal growth, professional development and further training
-An increasing list of staff benefits as the company scales
-The choice to have your salary set in pounds or through the platform
If you have a proactive and positive approach and feel you can bring value to this role, please apply today using the button below
*This position is a full time role, however should any reduction in hours be negotiated, the stated bracket is the full time equivalent actual salary will depend on hours worked
