Senior CRM Manager

Department: Member Engagement Marketing (MEM)

About Tide

At Tide, we are building a finance & admin platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting.

Launched in 2017, Tide is now the leading business financial platform in the UK with 575,000 SME members (10% market share) and more than 250,000 SMEs in India. Headquartered in London, Tide has over 1,800 Tideans across the UK, Bulgaria, India, Serbia, Romania, Ukraine and Germany. 

Tide is rapidly growing, expanding into new markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.   

What we’re looking for:

We’re looking for a true CRM expert to help us continue to drive a brilliant outbound CRM programme into a world class end to end programme.  You’ll have experience in the UK Cards industry and be a detail orientated, curious, explorative, extremely commercially focused individual looking to take on and help us take the next steps.

You’ll be a technically adept expert at building and optimising campaign automation across multiple channels including Email, Push & In-App. You’ll be a leader and coach to a dedicated team of 2 looking to expand their own skills sets and advance. You’ll be able to analyse results in depth to quickly identify the core truths and next steps. You will be adept at working with stakeholders to take the story of performance to the business to get buy in. And experience with Card Linked rewards is a big plus.

As a Senior CRM Manager you’ll be: 

• You’ll be inheriting a brilliant base line communications strategy you’ll be tasked to expand, drive and optimise automation across multiple channels. 
• You will help develop the existing Card Payments and Banking engagement marketing CRM strategy across all channels, including App, with a strong focus on driving the all important metrics through automation and personalisation, and offer strategic input  working closely with Product, Content, Analytics and other Marketing team members
• You’ll have end to end ownership of a single product area with a clearly defined growth plan for and we expect the portfolio to grow substantially
• You will work in a multinational team of passionate CRMers, Product marketers and Product Managers with a track record of delivery, who are dedicated to collaboration, innovation and ownership, with a central focus on helping our members save time and money, so they can get back to doing what they love
• Building and optimising key cross-sell campaigns and customer journeys across marketing with occasional involvement in operational communications
• Developing and managing a CRM test-and-learn pipeline across multiple channels including in-app, web, email & SMS end-to-end, including ideation, execution, analysis and optimisation
• Analysing campaigns and customer journeys and reporting out to stakeholders on trends and recommendations and using data to define, build and maintain segments including building and maintaining reporting dashboards to track CRM performance
• Work closely with the rest of the Engagement Marketing team as well as a number of other cross-business stakeholders
• Driving initiatives forward with high levels of autonomy, sharing results and recommendations effectively
• Continuously look for optimisations and new ideas to develop engagement marketing opportunities

What makes you a great fit:

• You have c.7-10 yrs of expertise in end-to-end CRM retention marketing management with specific experience of Card CRM programmes
• You’ve developed and delivered CRM strategies, demonstrating proven results against targets.
• You’ll know the UK retail landscape and Card commercials intimately
• You have hands-on experience with CRM platforms e.g. Iterable, Hubspot, Braze, and an understanding of HTML and CSS
• You have experience handling large amounts of data from different sources using BI tools e.g. Looker, Tableau, and experience turning this data into strategic insights
• You have experience in segmentation and targeting
• You have A/B and MVT testing experience
• You have strong communication and reporting skills and are able to work well in partnership with technical and non-technical team members
• You have outstanding Excel skills as well as experience with business reporting tools (e.g. Tableau, Looker) - you're famous for solving colleagues' spreadsheets and reporting problems
• You have the ability to handle multiple projects and adapt to changing priorities
• You are strategic, delivery oriented, and results-driven, with a pragmatic implementation style
• You may have worked in Financial Services, start-ups, finance services or tech space
• You have a curious nature, good organisational skills and impeccable attention to detail

What you’ll get in return: 

• Competitive salary
• Flexible working options
• Share options 
• Group Life Insurance 
• Vitality Health Insurance, with a proactive focus on mental and physical wellbeing
• 25 days holiday with the ability to buy extra days
• 3 days for L&D or volunteering time off per year
• We invest in your development with a £1,000 professional L&D budget per year
• Access to ‘salary sacrifice’ benefits such as Cycle to Work scheme and pension contribution
• Spacious brand-new office near Old Street with an all-day snacks bar
• Enhanced family-friendly leave
• Sabbatical leave

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. 

Tide is a place for everyone

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives. 

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.