The opportunity
A global fintech specialising in international money transfers is seeking a CRM leader to increase customer engagement and long-term commercial value.

You will set the global lifecycle strategy, develop the CRM team and make CRM a significant contributor to growth alongside performance marketing, organic acquisition and referrals.

The remit spans activation, repeat transactions, retention and reactivation. It requires someone who has already built a commercially effective CRM function and can connect customer insights, personalised journeys and experimentation with measurable results.

Key responsibilities
Define and deliver the global CRM strategy across the customer lifecycle.
Lead, coach and develop a team with clear ownership of customer and commercial outcomes.
Prioritise growth initiatives using behavioural insights, performance data and business opportunities.
Improve activation, transaction frequency, retention, reactivation and customer lifetime value.
Build personalised journeys triggered by customer behaviour.
Establish a structured testing programme that measures incremental impact and turns findings into improvements.
Introduce AI-based personalisation and predictive lifecycle tools where they offer practical value.
Collaborate with Product, Data, Analytics, Marketing and regional teams to improve customer experience and business performance.
Develop reporting that links CRM activity to transaction volumes, revenue, retention and lifetime value.
What you bring
At least eight years’ experience in CRM, lifecycle marketing, retention or consumer growth.
Experience leading and developing high-performing CRM or lifecycle teams.
Evidence of expanding CRM’s contribution from campaign delivery to substantial business growth.
A strong understanding of customer behaviour, lifecycle management and retention.
Experience building and scaling experimentation programmes with measurable commercial results.
Strong analytical judgement and the ability to translate customer data into clear priorities.
Hands-on knowledge of Braze or a comparable lifecycle marketing platform.
Confidence working across product, marketing, analytics and data functions.
Experience in fintech, payments or another rapidly growing digital consumer business would be an advantage.

How success will be measured
Your impact will be assessed through improvements in customer activation, retention, reactivation and lifetime value, alongside increased CRM contribution to transaction volume and revenue.

Building a capable team and embedding consistent testing, measurement and learning will be equally central to the role.

Why consider the role?
This is an opportunity to shape a global growth function, influence product decisions and improve how millions of customers engage with financial services.

The company offers substantial ownership, international collaboration and opportunities to develop across functions and markets, within a culture that values initiative, curiosity and practical results.