CRM Manager - Member Engagement (Germany)
WHAT WE’RE LOOKING FOR
As a CRM Manager, you’ll play an important role in delivering Tide’s CRM strategy in Germany, helping shape how we engage with our SME audience from onboarding through to retention. You’ll work within our established UK/Europe Lifecycle team to deliver relevant, timely communications that keep members engaged with Tide’s range of products and services.
We’re looking for someone who is data-literate, organised and hands-on, with experience planning, building and optimising CRM programmes across the member lifecycle. You’ll be comfortable working with stakeholders across the business and using campaign performance and customer insights to make recommendations and improve results.
You’ll be equally happy developing campaign plans, building journeys and automations, analysing performance, and working with stakeholders to turn insights into action.
AS A CRM MANAGER YOU’LL BE
- Managing and delivering CRM activity for the German member lifecycle within the wider UK/Europe Lifecycle team, contributing to objectives and KPIs across:
- Activating new members onto the Tide platform
- Engaging existing members with Tide’s products and services
- Reactivating lapsing members
- Building new automated and standalone campaigns and optimising existing journeys to drive relevant next best actions for new and existing members
- Creating and QAing German communications, working with both German and English copy
- Supporting a CRM test-and-learn programme across multiple channels, including in-app, push notification, email and SMS, from ideation and execution through to analysis and optimisation
- Analysing campaigns and journeys, identifying trends and opportunities, and sharing performance insights and recommendations with stakeholders
- Building and maintaining reporting and dashboards to monitor CRM performance and identify areas for improvement
- Working with stakeholders across Product, Marketing and other teams to support product adoption, cross-selling and upselling through lifecycle communications
- Working closely with the Member Accession Marketing team (MAM) to create a consistent journey from lead through to membership and onboarding
- Supporting the development and implementation of CRM initiatives, taking ownership of delivery while collaborating with senior team members on strategy and priorities
- Sharing campaign results, learnings and recommendations and using these to continuously improve CRM activity
WHAT MAKES YOU A GREAT FIT
- You have 3–5 years of experience in CRM, lifecycle or retention marketing, ideally with hands-on campaign delivery experience
- You have experience working in a subscription, app-based, fintech or digital business; experience in the German payments or fintech sectors would be a plus
- You have a good understanding of the German market and customer landscape; knowledge of the German banking sector is desirable
- You have experience delivering CRM campaigns and programmes against clear objectives and KPIs
- You have strong stakeholder management skills and are comfortable working with both technical and non-technical teams
- You have hands-on experience with CRM platforms such as Iterable, HubSpot, Braze or Salesforce Marketing Cloud (SFMC); SFMC experience would be particularly desirable
- You have an understanding of HTML and CSS and are comfortable working with CRM templates and communications
- You are confident working with data and BI tools such as Looker or Tableau, and can turn campaign performance data into actionable insights
- You have experience with segmentation, targeting and personalisation
- You have experience planning and executing tests across CRM channels and using results to optimise future activity
- You have strong written and verbal communication skills and can clearly present campaign performance and recommendations
- You’re comfortable managing multiple campaigns and projects and adapting to changing priorities
- You’re hands-on, delivery-oriented and motivated by achieving measurable results
- You’re curious, organised and have excellent attention to detail
- You enjoy working collaboratively in a fast-paced, cross-functional environment
WHAT YOU WILL GET IN RETURN
- 25 days of paid leave per year
- Additional 3 days of paid leave for volunteering or L&D
- We invest in your development with professional L&D budget
- Extended Parental Leave
- Mental health support through Plumm
- A one-off home office budget
- Work and travel globally
- Team socials
- Sabbatical Leave
- Option to take your work device as your own (eligibility applies)
TIDEAN WAYS OF WORKING
At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams.
While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.