CRM Manager

ABOUT TIDE

At Tide, we are building a business management  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 used by over 1 million small businesses across the world and is available to UK, Indian and German SMEs. Headquartered in central London, with offices in Sofia, Hyderabad, Delhi, Berlin and Belgrade, Tide employs over 2,000 employees.

Tide is rapidly growing, expanding into new products and 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.

ABOUT THE TEAM :

The Member Engagement Marketing (MEM) team at Tide plays a vital role in enhancing customer loyalty and driving long-term growth by engaging with existing members. This team focuses on crafting personalized marketing strategies, offering proactive support, and providing valuable resources to ensure members fully utilize Tide’s services. Through tailored communication, educational content, and loyalty programs, MEM fosters strong relationships with small and medium-sized enterprises (SMEs). By continuously analyzing member feedback and behavior, the team refines its approach to ensure a seamless, rewarding banking experience, positioning Tide as the trusted platform for SMEs.

WHAT WE ARE LOOKING FOR 

We’re looking for a strategic, data-driven, and commercially focused CRM Manager to lead and expand our customer engagement and retention efforts. You’ll be a key player in driving the growth of our rapidly expanding product areas, with a strong focus on automation, personalization, and delivering measurable results. You’ll have the opportunity to shape and optimize our CRM strategy, working closely with cross-functional teams to deliver exceptional customer experiences and drive business growth.

As a CRM Manager you’ll be:

• Owning and optimising the Payments CRM programme, with a strong focus on automation and personalisation.
• Building and optimising key campaigns and customer journeys across marketing, with occasional involvement in operational communications.
• Creating, managing, and refining a test-and-learn pipeline across multiple channels, including in-app, web, email, and SMS.
• Oversee the day-to-day administration, configuration, and maintenance of the CRM platform
• Develop and enforce data governance policies and procedures to ensure high data quality, accuracy, and consistency within the CRM.
• Analysing campaign performance and customer behaviour, reporting insights and recommendations to key stakeholders.
• Developing dashboards and reports to track CRM performance and measure campaign effectiveness.
• Collaborating closely with product, content, BI, and other marketing teams to enhance the overall customer experience.
• Driving initiatives forward with high levels of autonomy while ensuring transparency and knowledge-sharing within the team.
• Continuously identifying opportunities for optimisation, innovation, and new engagement marketing strategies.
• Mentoring and guiding junior team members, fostering a culture of collaboration, ownership, and continuous learning.

What makes you a great fit:

• You have 6+ years of expertise in CRM retention marketing, managing campaigns end-to-end across multiple sub-products or business units. Exposure to Cards and Rewards marketing is preferred.
• You’ve developed and delivered CRM strategies that have driven measurable business impact.
• You have hands-on experience with CRM platforms (e.g., Iterable, MoEngage, Hubspot, Braze) and a basic understanding of HTML and CSS.
• You have experience handling large datasets and using BI tools (e.g., Looker, Tableau) to set up reports/ dashboards, generate insights and inform CRM strategy.
• You have strong expertise in segmentation, targeting, and personalisation to optimise marketing effectiveness.
• You have experience running A/B and multivariate tests, iterating based on data-driven learnings.
• You have excellent communication skills and can collaborate effectively with both technical and non-technical stakeholders.
• You have advanced Excel skills and are comfortable building and maintaining CRM performance dashboards.
• You’re highly organised, adaptable, and able to manage multiple projects in a fast-paced environment.
• You have experience working in financial services, fintech, e-commerce, or a tech-driven environment.
• You’re curious, proactive, and always looking for ways to innovate and improve engagement marketing strategies.

WHAT YOU WILL GET IN RETURN:

• 25 days holiday
• Additional health and dental insurance
• Fully covered Multisport card
• Food vouchers
• We invest in your development with a 40,000 INR professional L&D budget per year and up to three L&D paid days off
• Snacks, light food, drinks in the office
• Enhanced family-friendly leave

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.

At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard.

You personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.