As we continue to grow, we're looking for a **Senior CRM Manager** to own and elevate our Americas customer lifecycle strategy. **Your Mission:** You will hold the vision for how we communicate with customers in the Americas. You will bridge the gap between our high-level CRM strategy and tactical execution, ensuring our customers receive the right message, at the right time, through the right channel. - **Leading the Team:** You will manage, mentor, and inspire a team of 2+ CRM professionals. You will foster a culture of experimentation, autonomy, and continuous learning, helping your team grow their careers at Wise. - **Define the Americas Strategy: **You will own the end-to-end lifecycle strategy for our customers in NorthAm and LatAm. You will build sophisticated, automated journeys that drive activation, cross-sell and retention. - **Drive Commercial Impact: **You will be responsible for key CRM metrics-improving conversion rates, reducing churn, and increasing lifetime value. You will use data to prove the value of your and your team's work. - **Stakeholder Partnership: **You will be the primary voice for Americas CRM across the company. You will 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. **Qualifications** **About You:** - **Experienced Leader: **You have 5+ years of experience in CRM or Lifecycle Marketing, with 2+ years managing team members. You know how to balance "doing" with "delegating" and have experience managing people. - **Regional Expert:** You understand the nuances of NorthAm and LatAm marketing - You go beyond simple translation; you understand the difference in messaging, tone, imagery, and value propositions. - **Data-Driven:** You are comfortable diving into data to find opportunities. You understand cohort analysis, A/B testing rigor, and how to measure incremental lift. - **Analytical rigour:** You are comfortable in a dashboard. You don't just report numbers; you extract "the why" and translate it into a "what's next." - **Hands-on experience: **You have a proven track record of executing with excellence in autonomy. You are as comfortable writing a local brief as you are presenting a long-term strategy to leadership. - **Technical Fluency:** You have hands-on experience with enterprise CRM tools (preferably Braze) and are comfortable discussing data schemas, API triggers, and HTML/Liquid logic with CRM Tech engineers. - **Collaborative Influencer: **You can build relationships with senior stakeholders in Product and Engineering. You are not afraid to push back when necessary to protect the customer experience and drive business value. - **Customer-Obsessed: **You always put yourself in the customer's shoes. You understand that "spamming" is not a strategy and fight for relevance in every interaction. **Additional Information** **Desirable:** - 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.