CRM Manager (SMS)

London

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Who are we?

WorldRemit is changing the way people send money abroad. We’ve taken something complicated and made it simple, so that sending money is as easy as sending a text message  Tap the WorldRemit app or head to  on our website, and your international transfer is made – to a bank account, cash pickup, Mobile Money, or airtime top-up. Founded in 2010, we send international remittances from 50 countries to more than 150 countries and we continue to expand our footprint.

Using WorldRemit is easy because we do the hard part, connecting hundreds of banks, money agents, mobile operators and payment systems around the world. These were never designed to work together, but WorldRemit makes it happen.

WorldRemit has grown - on average - by 50% year on year and is now processing over £3.1bn of remittances on an annualised basis.  WorldRemit’s success, and the size of the market it is operating in, means it has attracted investment from the world’s leading technology and impact investors, Accel, Technology Crossover Ventures (TCV) and Leapfrog with $370m invested to date. We currently employ close to 1,000 employees and have offices in London, USA, Philippines, Poland, Australia, New Zealand, Canada, Japan, Hong Kong and other locations.

The journey is just beginning. We believe in faster, simpler, more accessible money transfers. That means building better products and services for our customers. 

Changing the world isn’t easy – so we only hire the most talented people. You need to think differently, believe in new solutions to old problems, and have the drive to make them happen. We aim to attract, retain and develop people that can bring to life our values: 

  • Aim high - We dream big, think bold and go the extra mile
  • Embrace challenge - We ask questions, start conversations, and always love to learn
  • Do what’s right - We act with integrity, building trust in ourselves and in our business

You can learn more about our culture and how we work by watching this video on our Careers page: https://www.worldremit.com/en/careers

 

Role Overview

Reporting into the Head of CRM, the CRM Manager has a very broad remit in optimising the communications strategy and this role will focus on developing the communications strategy for recipients of WorldRemit money transfers. This will include both marketing automation, product touchpoints to drive onboarding, as well as seasonal and ad hoc messages. The CRM Manager will be composing the most effective channel mix, including developing the SMS marketing channel for WorldRemit. Other key channels include email, push notifications and social media ads. They will be improving commercial performance across key metrics like customer lifetime value (LTV) and activation rate, using the appropriate tools and techniques.

The role has four main components:

  • Build customer relationships across the world: Positively engage customers to establish a strong connection between them and the WorldRemit brand, focussing on recipients.
  • Product adoption and activation: Increasing the conversion rate of recipients, signups and leads to become active WorldRemit customers.
  • Drive active users: Driving customer transactions by creating touch points with senders and recipients across the customer lifecycle. Improving key metrics, including Customer Lifetime Value, revenue and churn. Leveraging recipient influence over their sender’s choice of money transfer company.
  • Technical processes: Establish data structure for SMS marketing in the current ESP, enabling automated communications as part of new product features.

Building on customer and recipient insight and data, the new hire will work closely with internal stakeholders to develop and test hypotheses for building relationships with recipients and consequent commercial impact. Recipient marketing is an area of growing importance and investment for WorldRemit and the role has great future potential as the CRM team expands.

The role is a highly visible one within the marketing team and across the broader business and therefore this person will interact considerably with various stakeholders. Key stakeholders will be the Product, Data, Customer Services and Operations team, as well as the Online, Brand, and Performance teams within Marketing.

The incoming hire will have good knowledge of marketing automation and CRM communications across SMS, email, targeted social (e.g. Facebook/Instagram Custom Audiences) and how these interact with app and web products.

They will take a data-driven approach to increasing LTV from recipients and senders and have ownership to set KPIs for initiatives across the customer lifecycle. This will involve creating and improving automated communications, including responsibility for creating content, implementation and analysis. Correspondingly they will ensure efficiency by prioritising effectively and keeping a close eye on performance by measuring against the KPIs.

 Role Profile

 An ambitious and robust individual with experience directly in CRM, including SMS, email and social media marketing. This person will be eager to put their mark on a newly evolving, multi-channel CRM strategy for recipients and creating best-in-class customer communications that deliver ROI. They will be experienced in SMS, email and social media marketing channels, while experience of marketing to consumers developing countries will be beneficial.

They will have a strong grounding in all the practices of CRM, ranging from strategy (insight and commercial impact) through to project management (content creation, test implementation, setting and measuring KPIs). This person will have a positive, problem-solving mindset and good knowledge of data transfer methods (SFTPs, APIs and automated data handling).

They will have an appreciation of the creative aspects of marketing communications and creative content, from copywriting to design. Strong communication skills will be key, particularly written skills as the role involves customer-facing messaging. Hence fluent English is essential and additional language skills are a plus. They will also be adept at managing multiple projects effectively and possess excellent prioritisation skills.

They will have excellent stakeholder management skills with a flexible and collaborative approach, and have the self-confidence to thrive in a small team environment. Given the extremely varied international backgrounds of WorldRemit’s consumers, a mentality which embraces global diversity will help this person to be successful in the role. .

 

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