CRM Manager

At CurrencyFair, we're passionate about revolutionising the way people send and receive money around the world. As a peer-to-peer currency exchange, we're making it easier and more affordable for individuals and businesses to transfer funds across borders. We're looking for talented individuals who share our vision and want to join us in disrupting the traditional financial services industry. If you're excited about the prospect of using your skills to help people save money and time, we'd love to hear from you.

This role is a hybrid role, 2 days a week minimum in our office in Dublin 4. This is a full time permanent role.

Role Description

The CRM manager is responsible for deriving insight and driving engagement with our customers across our databases, primarily Salesforce. Through email flows across our CRM stack and other engagement tools and activity, the CRM manager will own how we capture data about our customers, turning data into actionable insights and commercial engagement.

Key Responsibilities

• Reporting to the Head of Digital Marketing, owning the planning and implementation of direct communication and engagement with new and existing customers.  Operating across marketing, applications, operations and with other teams where required, owns how we develop and enhance customer engagement.

• Oversee the day-to-day management of the email marketing calendar and the production of email campaigns from start to finish, including creative requirements, deployment, optimisation, monitoring, reporting and analysis. Leads enhancement planning in partnership with customer success and technology teams how we revise existing and build new automated email and other mechanisms for direct messaging and contact engagement with customers.

• Manage email campaigns throughout the customer lifecycle to maximize lifetime value. Develop and refine onboarding comms to maximize conversion from registration to trade. Improve the retention rates of new customers through engaging early life messaging. Re-engaging lapsing or dormant customers through targeted promotions and information. Drive the performance of our Refer A Friend programme through insights and leads development in partnership and consultation with other people and teams new potential reward and loyalty programmes, ensuring that we promote our proposition clearly and effectively to the right customers at the right time.

• Maximize the capabilities of our email marketing platform (Salesforce Marketing Cloud). Optimize the impact of our customer comms through other channels including SMS and other push messaging tools both in our existing tech stack and other potential platforms. 

• Conduct customer research through email surveys and any other appropriate engagement activity. Carries out segmentation of the database to feed marketing strategies for new and existing customers. Ongoing measurement and optimisation of CRM campaigns. 

• Optimise existing campaigns with ongoing tests of customer segmentation, subject lines, time of send, content, landing pages, etc. MVT testing to optimize email marketing performance. 

•  Understand uplift generated from CRM driven activity including but not exclusively tracking and reporting on email campaigns in order to guide improvements. Leverage and implement best practices and testing results to improve the impact of customer engagement activity. 

• Works cross-functionally with other teams who use customer data e.g customer success, data science, technology and product, to develop a coherent single view of the customer across the business. Partner on leading the implementation of company-wide customer insight programmes and technology as the voice of marketing and commercial activity needs and requirements.

• We are a regulated business and as such all employees are required to operate within the companies regulation lead requirements, including mandatory declarations, training and practices. 

Subject matter knowledge and experience

• Proven track record of success in B2C and B2B digital marketing roles, with a minimum of 6 years of experience in a similar capacity as a CRM Marketing Manager 

• Demonstrated expertise in Salesforce and other CRM technologies  that drive commercial growth, and optimise customer acquisition and retention efforts.

• Strong analytical skills with the ability to interpret data, extract insights, and make data-driven decisions.

• Excellent team, communication, and interpersonal skills, with the ability to inspire colleagues,  motivate peers to achieve exceptional results

• Fast turnaround and responsiveness to business requests and changes.

• Results-oriented mindset and a passion for driving revenue growth and profitability.

• Experience in currency exchange / fintech is a plus, but not essential

• Fast turnaround times and responsiveness 

• Quality collaboration and results orientated 

• Team work and pace for business growth 

• Information security and regulatory knowledge

• Hybrid working 

Currencyfair is committed to diversity and inclusion. By providing equal opportunities we foster a work environment which embraces diversity and gets the best out of the broadest spectrum of people to sustain business performance and competitive advantage. We build an inclusive culture by demonstrating respect for each other’s unique strengths and perspectives to enable every employee to develop a sense of belonging and have the opportunity to maximise their potential.