CRM Manager - EU New Remote

We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo

About the role
We are looking for a CRM Manager to help us launch, build and grow CRM across the EU. This is a foundational role: you'll be responsible for establishing CRM from the ground up across different EU regions, defining how we communicate with customers across their entire lifecycle, and building the processes and infrastructure that will underpin long-term engagement and retention across EU markets as we grow.
The ideal candidate is a native or fluent Spanish/Italian speaker with a strong track record in CRM execution across multiple channels and markets.
You’ll be comfortable with ambiguity, energised by the challenge of building something new, and skilled at turning early signals into structured, always-on programmes that drive sustainable growth - with the flexibility to extend your remit across other EU markets as Monzo’s international footprint expands.

Our CRM team
We are a fast growing team on a mission to make money work for everyone. We’re responsible for designing high-impact communications across our products and the customer lifecycle to bring our Monzo magic to life.
We’re a hands on and highly collaborative team, working with lots of different folks across Monzo to drive innovation and automation of our messaging. We’re driven by data and excited by experimentation. There’s a huge opportunity for a proactive and passionate CRM Manager to shape the future of our engagement strategy and programmes at Monzo.
You’ll play a key role by…

• Establishing CRM in the EU - defining and building the foundational communication framework for the market, from onboarding and activation through to long-term retention and engagement, with an eye on scalability across other EU markets
• Owning always-on communications - being the overseer and executor of BAU campaigns across email, push notifications and in-app, ensuring consistency, quality and relevance for EU customers
• Executing customer lifecycle CRM journeys across multiple touchpoints, identifying the key moments in a customer's journey where CRM can drive the greatest impact
• Identifying required data points and events needed to launch brand new CRM journeys tailored to EU markets
• Leading CRM for the EU - acting as the subject matter expert across all product areas and serving as the primary CRM point of contact for EU-based and cross-functional stakeholders
• Translating data insights into actionable opportunities, using performance signals to optimise existing campaigns and prioritise what to build next
• Collaborating with country and central stakeholders across product, data, engineering, legal, compliance and the wider marketing team to ensure campaigns are compliant, well-targeted and commercially aligned
• Building and documenting processes - creating scalable ways of working between the EU CRM function and central teams, ensuring high-quality documentation that supports knowledge sharing and consistency across markets
• Developing segmentation strategies in collaboration with CRM Managers and data analysts to reach the right audiences with the right message at the right time
• Monitoring campaign performance rigorously, ensuring campaigns are executed safely and in line with regulatory requirements across EU markets
• Owning Campaign QA - acting as a second pair of eyes on campaign set-up before launch, maintaining a high bar for accuracy and customer experience
• Delivering campaigns with a test and learn approach, generating hypotheses, running experiments and iterating based on results

We’d love to hear from you if you …

• Are a native or fluent Spanish or Italian language speaker - you're confident communicating with customers, local stakeholders and regulatory bodies across EU markets
• Have hands-on experience launching CRM in a…