CRM Director

• Own the global CRM strategy across the full customer lifecycle.
• Lead and develop a high-performing CRM team, creating a culture of experimentation, accountability, customer focus and continuous improvement.
• Build CRM into one of Paysend's core growth engines, delivering measurable business impact.
• Drive improvements in activation, repeat transactions, retention, reactivation and customer lifetime value.
• Build and prioritise a roadmap of growth initiatives based on customer behaviour, data and business opportunities.
• Create a strong experimentation culture with continuous A/B testing, clear learning and measurement of incremental business impact.
• Develop personalised customer journeys based on behavioural triggers instead of calendar campaigns.
• Introduce AI-driven personalisation and predictive lifecycle capabilities where they create real value for customers and the business.
• Partner closely with Product, Data, Analytics, Marketing and Regional teams to improve customer experience and business performance.
• Build reporting that clearly connects CRM activity with business outcomes, including retention, transaction volume, revenue contribution and lifetime value.

Requirements

• 8+ years of experience in CRM, Lifecycle Marketing, Retention or Consumer Growth.
• Experience leading and developing high-performing CRM or Lifecycle teams.
• Proven track record of transforming CRM from a campaign execution function into a major growth engine.
• Strong understanding of customer lifecycle, customer behaviour, retention and lifetime value.
• Experience building and scaling experimentation programmes with measurable business impact.
• Strong analytical skills with the ability to turn customer data into growth opportunities and business decisions.
• Hands-on experience with Braze or a similar lifecycle marketing platform.
• Comfortable working across Product, Marketing, Analytics and Data teams.
• Experience in fintech, payments or another high-growth digital consumer business is a strong advantage.

Core Competencies

Demonstrates expertise in developing and executing CRM strategies that drive customer engagement and business growth, leveraging data analytics and AI-driven personalization to enhance customer experiences and lifetime value.

Highest-signal resume keywords

• CRM Strategy Development
• Customer Lifecycle Management
• Data-Driven Decision Making
• Team Leadership and Development
• A/B Testing and Experimentation

ATS Optimization Keywords Hard Skills

• CRM
• Lifecycle Marketing
• Customer Retention
• Customer Behaviour Analysis
• Growth Initiatives
• Analytical Skills
• Personalization Strategies
• Business Impact Measurement
• Customer Journey Development
• Experimentation Programmes

Soft Skills

• Customer Focus
• Accountability
• Collaboration
• Continuous Improvement
• Communication

Industry Keywords

• Fintech
• Payments
• Digital Consumer Business
• High-Growth

Tools & Technologies

• Braze
• Lifecycle Marketing Platforms