Head of CRM

We’re looking for an experienced CRM person to lead OANDA’s customer marketing strategy globally and build a robust framework to improve customer engagement and drive revenue growth for OANDA

Key Responsibilities

• Responsible for the overall development and execution of CRM strategy. Right from onboarding new clients, nurturing them, retaining them, and reactivating them, with a focus on enhancing their experience with OANDA’s products and maximising their lifetime value.
• Own the end-to-end client communication strategy, ensuring all comms delivers ‘on brand’ engagement.
• Responsible for delivery and development of all CRM campaigns through existing channels and looking for opportunities to activate new channels.
• Work closely with the wider marketing, product and data teams to coordinate in life / promotional messaging, and customer experience comms and drive engagement across the business.
• Manage the orchestration of end to end communications to enrich client’s ability to trade to their best while maximising churn reduction to extend active trader days to improve life time value of our clients
• Work closely with the BI and Data team to develop detailed segmentation models on existing customers so they can better understand customer behaviour and build propensity models to drive the communication strategy
• Working with 3rd party vendors on continuously optimising the systems and delivering best in class experience.
• Develop engaging, impactful and personalised campaigns that drive superior client experience and ultimately drive commercial objectives.
• Develop a client-focused culture, and deliver the right message and services at the right time, whilst seeking and acting on feedback to make continuous improvements to the client experience.
• Work closely with the market research and customer experience team to understand client sentiments and requirements, and develop campaigns that drive higher client satisfaction.
• Managing and developing the CRM team. Ensuring that team is following the best CRM practices
• Management of the CRM budget ensuring costs are forecast and managed.

Qualifications and experience

• Strong track record in the development and delivery of complex CRM multi-channel and multi-regional strategies
• Experience of working in a highly regulated environment
• Experience getting the best out of customer marketing software solutions - ie Optimove, Hubspot, Salesforce, etc
• Excellent understanding of how messaging can drive customer behaviour and experience with a passion for innovation in the CRM space
• Customer and data obsessed
• Performance driven, comfortable with driving revenue growth
• Passionate and a real can-do attitude
• Extreme attention to detail
• Excellent stakeholder management and outstanding influencing skills
• Excellent cross-functional project management skills