Senior Manager - Retention (CRM)

Who are we?

WorldRemit is changing the way people send money internationally. We’ve taken something complicated and made it as simple as sending a text. And we’re growing. Fast.

To do this, we need to hire bright people who can work autonomously and make the right decisions.

 

Who we’re searching for...?

We are seeking a key, senior member of the CRM team to lead our Customer Retention team. Reporting to the Senior Director CRM this role is focused to develop and build a global Customer Retention Strategy and Plan in order to maximise customer value and retention across all markets and products. 

 

As a Senior Retention Manager, you’ll:

• Closely work with the insights team, customer services and research team to find out key factors impacting customer churn.
• Work closely with Products and Pricing teams to create a roadmap for Proactive and Reactive retention.
• Work with Machine Learning team to deliver proactive churn and retention models to target customers using CRM tool.
• Design Proactive and Reactive retention programs to reduce churn and meet the budgeted number.
• Ensure the delivery of the campaigns to maximise customer value and increase retention; work across the global organisation with multiple product offerings.
• Report the campaign performance of the Leadership Team.
• Good knowledge of CRM tools like Braze, Adobe, Salesforce etc is essential

 

Have you got what it takes?

• Degree level education 2:1 or above
• Overall 7-10 years of experience, minimum 5 years of Retention experience
• Experience leading CRM campaign planning and development and end-to-end execution
• Experience working cross-functionality with senior stakeholders to maximise value from campaign activity
• Able to manage competing priorities and to effectively prioritise
• Strong commercial acumen and results-orientated
• Ability to lead and manage team members (2 direct reports) and work effectively within the wider CRM team
• Ability to work in a fast-paced, high-growth environment
• Knowledge/experience of FS/money transfer business highly desirable
• Experience of working in a multinational / multi-market organisation highly desirable

 

What’s in it for you…

• Life assurance of 3 times your salary, should the worst happen.
• Pension scheme offering 8% matched contributions.
• Private medical and dental care plans.
• 25 days of holiday plus bank holidays, rising to 28 after 3 years.
• Free breakfast and fruit every day and Friday 'afternoon tea' drinks and nibbles.
• No formal dress code

 

Oh, and of course we’ll pay you every month, at a competitive rate.

And finally,...

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 want to talk to you if you can bring to life our values:

• Aim high - We dream big, think bold and go the extra mile
• Embrace challenges - 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