Head of CRM

Global CRM Lead

OANDA Global Corporation

About OANDA:

OANDA is a global team dedicated to transforming the world's interaction with currencies through innovative trading experiences and currency data solutions. We value diversity and inclusivity, fostering an inclusive and accessible environment for everyone.

Job Summary:

We are seeking a passionate and experienced Global CRM Lead to develop and execute a comprehensive CRM strategy that drives customer engagement and revenue growth. This role will own the end-to-end client communication strategy, ensuring all interactions deliver a consistent and impactful brand experience.

Key Responsibilities:

• Develop and implement a global CRM strategy aligned with business objectives.
• Design and orchestrate engaging client communication campaigns across multiple channels.
• Collaborate with marketing, product, and data teams to ensure seamless messaging and maximize customer engagement.
• Analyze customer data to identify trends and opportunities for improvement.
• Manage the CRM team, budget, and ensure adherence to best practices.

Required Skills:

• Proven track record in developing and delivering successful CRM strategies.
• Experience working in a highly regulated environment.
• Deep understanding of customer behavior and effective communication strategies.
• Strong analytical and data-driven decision-making skills.
• Excellent stakeholder management and influencing abilities.

To Apply:

Please submit your resume and cover letter outlining your relevant experience and qualifications.

Qualifications

Education:

• Bachelor's degree in Marketing, Business Administration, or a related field.

Experience:

• Minimum 7 years of proven experience in CRM strategy development and execution, preferably within the financial services industry.
• Demonstrated success in leading and managing CRM teams.
• Experience working in a highly regulated environment (e.g., FCA, FINRA).

Technical Skills:

• Proficiency in CRM platforms (e.g., Salesforce, HubSpot).
• Strong analytical skills with experience using data to inform CRM strategy and campaign optimization.
• Experience with marketing automation tools and email marketing platforms.

Other Requirements:

• Excellent communication, presentation, and interpersonal skills.
• Strong project management and organizational skills.
• Ability to work independently and as part of a team.
• Passion for delivering exceptional customer experiences.

Key Responsibilities

As Head of CRM at OANDA Europe Ltd., you will be responsible for:

• Developing and executing a comprehensive CRM strategy aligned with OANDA Europe's business objectives, focusing on customer acquisition, retention, and growth.
• Leading the CRM team in the design, implementation, and optimization of customer journeys across all touchpoints.
• Overseeing the management of the CRM platform, ensuring data integrity, system performance, and effective utilization of features.
• Analyzing customer data to identify trends, segment audiences, and personalize marketing communications for improved engagement.
• Collaborating with cross-functional teams, including marketing, sales, product development, and customer support, to ensure a seamless customer experience.
• Monitoring and reporting on key CRM metrics, such as customer lifetime value, churn rate, and campaign performance, to measure success and drive continuous improvement.
• Staying abreast of industry best practices and emerging technologies in CRM to ensure OANDA Europe remains at the forefront of customer engagement.

OANDA Europe Ltd. - Global CRM Lead Selection Process

1. Application Review: Candidates will be screened based on their resume and cover letter, focusing on relevant experience, skills, and alignment with the job description.

2. Initial Screening Interview: Shortlisted candidates will participate in a 30-minute phone interview with a recruiter to assess their communication skills, motivation, and initial fit for the role.

3. Technical Assessment: Candidates who successfully complete the initial screening will be invited to complete a technical assessment focused on CRM strategy, data analysis, and campaign development.

4. In-Depth Interview: Top performers from the technical assessment will participate in a 1-hour in-depth interview with the hiring manager and relevant team members. This interview will delve deeper into their experience, approach to CRM, and cultural fit.

5. Final Decision: The hiring team will review all interview feedback and assessment results to make a final decision.

6. Offer & Onboarding: The selected candidate will receive a formal job offer outlining compensation and benefits. Upon acceptance, the onboarding process will commence.

About OANDA Global Corporation

OANDA is a global leader in currency data and online trading, empowering individuals and businesses worldwide to navigate the complexities of the foreign exchange market. With a rich history spanning over two decades, OANDA has built a reputation for providing innovative trading experiences, reliable currency data, and exceptional customer support.

Driven by a mission to transform the world's interaction with currencies, OANDA fosters a diverse and inclusive environment where talented individuals can thrive. The company's global team collaborates across offices worldwide to deliver cutting-edge solutions that meet the evolving needs of its clients. OANDA is committed to providing a transparent and accessible platform, empowering users to make informed trading decisions and unlock the potential of the global currency market.