Raisin - Head of CRM & Customer Management (US)
Requirements
• 10+ years of experience in CRM / customer management, with a proven track record of building or significantly scaling CRM programs. • Experience in D2C, fintech, financial services, ecommerce, or retail banking. • Strong analytical and strategic mindset, with hands-on experience designing KPI frameworks and performance dashboards. • Comfort with financial analysis, scenario modeling, and P&L drivers. • 3+ years of people management experience, with a passion for coaching and developing teams. • Deep understanding of the U.S. savings or retail banking landscape. • Ability to operate effectively in a fast-paced, entrepreneurial environment. • Excellent written and verbal communication, with the ability to influence senior stakeholders. • At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, which connects more than 75 different nationalities. • As part of our team, you will benefit from: • Flexible working hours and up to 28 days PTO accrued from your first month, plus 13 public holidays. • Employee Development Budget of $2,200 and 4 full training days per year. • Company 401k contribution of 5%. • Healthcare coverage contribution, including medical, dental and vision. • Commuter benefits and flexible working from home policy. • Regular team events and yearly Summer and Winter Party. • $200,000 - $220,000 USD • Raisin Applicant Privacy Policy • We value diversity and the unique experiences each individual brings. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply.
Responsibilities
• As Head of CRM & Customer Management, you will own the vision, strategy, and execution of all CRM activities in the U.S., across the full customer lifecycle - from onboarding and activation to engagement, retention, and win-back. A core emphasis of the role is building a robust analytical and performance framework that enables data-driven decision-making, personalization at scale, and continuous optimization. • Set CRM & Customer Management strategy • Define and evolve the strategic vision and roadmap for customer engagement and retention, aligned with business and growth objectives. • Develop personalized onboarding journeys that guide customers to deepen their relationship across deposits, product usage, and digital engagement. • Design strategies to retain at-risk customers, using behavioral signals, analytics, and triggered journeys to prevent churn and drive win-back. • Drive analytics, performance & experimentation • Build and own a comprehensive KPI and measurement framework to track CRM effectiveness at program and campaign level. • Partner closely with Analytics to run deep customer analyses, frame program profitability, and develop strong business cases. • Lead experimentation and testing to optimize customer journeys, messaging, offers, and channels. • Monitor operational metrics, identify efficiency gains, and continuously improve campaign ROI. • Deliver best-in-class customer experiences • Own the Voice of the Customer program, ensuring systematic collection and use of customer feedback. • Segment the customer base using demographic, behavioral, and transactional data to identify high-value and at-risk segments. • Collaborate with creative, digital, and agency partners to deliver compelling, customer-centric communications. • Lead, scale & influence • Lead, mentor, and grow a high-performing CRM team, fostering excellence, ownership, and development. • Act as a customer champion across the organization, providing a holistic customer lens to product and marketing initiatives. • Manage CRM budgets responsibly and identify opportunities to reallocate spend for maximum impact. • Work cross-functionally with Product Managers, embedding customer insights into product development.
Benefits
• $200,000 - $220,000 USD • Raisin Applicant Privacy Policy • We value diversity and the unique experiences each individual brings. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply.
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