CRM Manager - Engagement

Department: Member Engagement Marketing (MEM)
Note: Requires both German and English fluency (B2 and above)

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 someone who is a strategic thinker, and strong on planning and deploying programmes of communications that balance member needs and business objectives.

You’ll own Tide’s German lifecycle, working on engaging new members through effective activation CRM, and keeping members engaged throughout their time with Tide.

You’ll have strong stakeholder management skills and are comfortable working in cross-functional, matrixed environments. You’ll be equally at home developing strategy, building automation, analysing results and working with stakeholders to take the story of performance to the business.

As a CRM Manager you’ll be:

• Owning the German CRM member lifecycle within the established UK/Europe Lifecycle team with a track record of delivering against objectives and KPIs:
• Activating new members to the Tide platform
• Engaging existing members
• Reactivating lapsing members
• Building new automated and standalone campaigns and optimising existing journeys to drive early life next best actions for new members
• Creating and QAing German communications, working with German and English copy
• Developing and managing a CRM test-and-learn pipeline across multiple channels including in-app, push notification, email & SMS end-to-end, including ideation, execution, analysis and optimisation
• Analysing campaigns and journeys, reporting to stakeholders on trends and recommendations and using data to define, build and maintain reporting dashboards to track CRM performance
• Working with a range of stakeholders from across the business to drive product adoption in lifecycle communications, cross-selling and upselling where relevant to set members up for success on their business journey
• Creating a seamless transition from approval to membership, working closely with the Member Accession Marketing team (MAM) to deliver a consistent journey from lead to member
• Driving initiatives forward with high levels of autonomy, sharing results and recommendations effectively

What makes you a great fit:

• You have c.5 yrs of expertise in end-to-end CRM marketing
• You have experience working in a subscription and/or app-based business, ideally in the German payments or Fintech sectors
• You have a good understanding of the German banking sector
• You have developed and delivered CRM strategies, demonstrating proven results against targets
• You have strong stakeholder management skills and maintain a focus on the customer need in business discussions
• 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 in turning this data into insights
• You have experience in segmentation and targeting
• You have experience of testing different communication approaches
• You have strong communication and reporting skills and are able to work well in partnership with technical and non-technical team members
• You have the ability to handle multiple projects and adapt to changing priorities
• You are hands-on, delivery oriented, and results-driven
• You have a curious nature, good organisational skills and impeccable attention to detail

What you’ll 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 a EUR 1,000 professional L&D budget per year and ability to access thousands of resources through Learnerbly platform
• Share options
• Statutory Health Insurance
• Statutory Pension contribution
• Extended Parental Leave
• Mental health support through Plumm
• A one-off home office budget
• Work and travel globally - up to 90 days per country outside of your home country
• Team socials
• Sabbatical Leave
• Option to take your your work device as your own (eligibility applies)

Tidean Ways of Working

At Tide, we champion a flexible workplace model thatsupports 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.

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