CRM Specialist

Monese; Greater London; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

25 days annual leave

Hybrid working

L&D budget

Annual eyewear allowance

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Job summary

Monese is seeking a CRM Specialist to shape how we engage with and retain customers. You will report to the Senior CRM Manager and build campaigns across channels using Braze, collaborating with Marketing, Product and Data teams.

In a fast-moving fintech environment, you’ll blend creativity, data and execution to improve the customer lifecycle and deliver impactful communications across touchpoints.

Qualifications

• 2-3+ years of relevant CRM experience in a consumer-facing environment.
• Hands-on experience with Braze or a comparable CRM platform, building and executing campaigns.
• Strong understanding of customer segmentation and lifecycle marketing.
• Familiarity with HTML and CMS platforms is desirable.
• Fluent English, written and spoken; comfortable in a multinational environment.

Responsibilities

• Support the CRM lifecycle roadmap and optimise activity.
• Create and optimise customer engagement campaigns across email, push, SMS, and in-app channels.
• Own campaign delivery, QA, and audience segmentation to ensure accuracy and timeliness.
• Track KPIs and translate results into actionable recommendations.
• Collaborate with Marketing, Product, Data and BI to align on strategy and execution.
• Participate in testing plans and learn from campaign results to improve future activity.

Skills

CRM experience

Braze

Lifecycle marketing

HTML

APIs

Segmentation

Tools

CMS platforms

Job description

Location: headquarters in Marylebone, London

Working pattern: Hybrid - 3 days per week in the office (Monday, Tuesday and Thursday)

Reports to: Senior CRM Manager

About Pockit and Monese

Pockit and Monese are all-in-one money apps that make it easier for people to access and manage the financial tools they need to take control of their money.

We provide vital financial services, from accounts and cards to income advance solutions. In October 2024, Pockit acquired Monese, bringing together two complementary businesses and creating a leading fintech company focused on serving people who are underserved by traditional banks.

Together, we serve more than three million customers across the UK and Europe.

We're a diverse, international and energetic team, with colleagues based across London, Newcastle, Tallinn and remote teams across Central Europe. We value curiosity, ambition, accountability and resilience, and we want everyone to feel at home, have a voice and know that their contribution matters. We give people the trust and space to take ownership, share ideas, influence decisions, and make a real impact on our customers and our business.

About the Role

As a CRM Specialist, you'll play an important role in shaping how we engage with and retain our customers.

Reporting to the Senior CRM Manager, you'll help execute and continuously improve our CRM lifecycle roadmap, using customer data and insights to create relevant and effective communications.

You'll be hands-on, building and optimising campaigns across multiple channels while working closely with Marketing, Product, Data and BI teams to deliver joined-up customer experiences.

This is a great opportunity for someone who enjoys combining creativity, data and execution, and who wants to make a tangible impact in a fast-moving fintech environment.

Your Typical Day

As a CRM Specialist, you can expect to:

• Build, launch and iterate campaigns across email, push, SMS, in-app and on-platform messaging using Braze.
• Manage campaigns from audience selection and setup through to QA, launch and performance analysis.
• Monitor campaign performance and prepare post-campaign reports with clear, actionable insights.
• Analyse qualitative and quantitative customer data to identify opportunities and challenges.
• Use segmentation and customer insights to deliver the right message to the right customer at the right time and through the right channel.
• Contribute to and implement A/B tests as part of structured testing and experimentation plans.
• Work closely with Marketing, Product, Data and BI teams to align on strategy, priorities and execution.
• Continuously learn from campaign results and use those insights to improve future activity.

Key Responsibilities

• Support the CRM lifecycle roadmap, ensuring activity is continuously monitored, evaluated and optimised.
• Analyse customer data to identify opportunities, challenges and areas for improvement.
• Create and optimise customer engagement campaigns across email, SMS, push and in-app channels.
• Own campaign delivery, QA and audience segmentation to ensure communications are accurate, relevant and delivered on time.
• Track key performance indicators and turn campaign results into clear recommendations for continuous improvement.
• Partner with Data and BI teams to support data-driven decision-making.

About You

We're looking for someone who is proactive, curious and enjoys getting things done. You'll be comfortable taking ownership while working collaboratively with people across the business.

You'll bring:

• A proactive, self-starting approach, with a bias for action and strong attention to detail.
• Strong organisational and time-management skills, with the ability to manage multiple priorities effectively.
• A collaborative mindset and the ability to work confidently across different teams and functions.
• Strong communication and presentation skills, with a naturally personable approach.
• A growth mindset and a practical, problem-solving approach to challenges.
• Genuine interest in Pockit, Monese and what we're building for our customers.
• The ability to thrive in a fast-moving, agile environment and adapt as priorities change.
• A willingness to take feedback, learn and continuously improve.

Experience & Skills

• 2-3+ years of relevant CRM experience, ideally in a consumer-facing environment.
• Hands-on experience with Braze or a comparable CRM/marketing automation platform, including building and executing campaigns.
• Good understanding of customer segmentation, lifecycle marketing and campaign optimisation.
• Comfortable with technical terminology such as SDKs and APIs, and able to learn new tools quickly.
• Ability to analyse customer and campaign data and translate insights into clear, actionable strategy.
• Experience managing multiple workstreams and prioritising effectively.
• Fluent English, both written and spoken.
• Experience working in a multinational or multilingual environment is a plus.
• Knowledge of HTML and CMS platforms is desirable.
• Experience in banking, fintech or another regulated industry is a bonus.

Why Join Us?

• Make a real difference: Work at the intersection of technology and financial inclusion, helping people take greater control of their money.
• Have a voice: Your ideas and perspective matter. You'll have the opportunity to influence decisions, take ownership and shape how we work.
• Make an impact: Work on initiatives that reach millions of customers across the UK and Europe.
• Work with great people: Join a diverse, international and ambitious team where collaboration and curiosity are encouraged.
• Grow with us: Be part of a fast-moving fintech where you'll have plenty of opportunities to learn, develop and make your mark.

What benefits we offer

We want you to feel supported, valued and able to do your best work - both in and outside the office.

• 25 days annual leave + public holidays, with an extra day for every year worked
• 10 paid sick days per year
• Hybrid working + up to 30 days working abroad each year
• L&D budget + 10 paid learning days per year
• Annual eyecare allowance
• Enhanced maternity, paternity and shared parental leave
• Extra paid days off for your birthday and wedding
• Regular social events and team activities
• Monthly recognition awards and Team of the Quarter
• Share options, depending on role and level
• Employee referral bonus
• Free office parking

If you're passionate about customer engagement, enjoy working with data and want to create communications that genuinely make a difference, we'd love to hear from you.