CRM Lead

📍London (UK) or Remote (UK) | 💰£93,000 - £103,000 + Benefits |

We’re looking for an experienced CRM Lead to lead the Product CRM team across our Core, Wealth, Borrowing and Business products.

This is a senior role for someone who is highly organised, confident working with data, and comfortable setting direction in a complex, fast-moving environment. You’ll be responsible for shaping how Product CRM works at Monzo, making sure our customer communications are thoughtful, relevant and genuinely useful.

You’ll lead a team of talented CRM Managers and Specialists (approx. 8 direct reports), playing a key role in a period of change and growth. This role combines strategic ownership with hands-on leadership. You’ll bring clarity to priorities, build strong ways of working, and help the team focus on the work that has the biggest impact for customers and the business.

What you’ll be doing:

• Lead and develop a high-performing team of CRM Managers, building strong capability in strategic thinking, data use and decision making.
• Set the Product CRM strategy across Core, Wealth, Borrowing and Business products, ensuring it supports product goals and wider business priorities
• Bring clarity to prioritisation, helping the team focus on the initiatives that will deliver the greatest customer and commercial value.
• Use data as the foundation for decision making, working closely with Product, Data and Engineering to understand customer behaviour, identify opportunities and measure impact.
• Oversee the delivery of thoughtful, timely and relevant CRM experiences that genuinely help customers.
• Shape and improve our processes, systems and ways of working so Product CRM can scale effectively as Monzo grows.
• Build strong partnerships across the business so Product CRM is closely aligned with product roadmaps, marketing plans and company goals.

You should apply if:

• Experience leading and growing a CRM or lifecycle marketing team (ideally with 5+ direct reports) and love developing people.
• A strong background in CRM, lifecycle marketing or customer engagement, with a deep understanding of what it takes to deliver great customer experiences at scale.
• Comfortable setting strategy and direction, while also getting into the details to help teams deliver.
• Comfort working in a high growth, ever-changing environment - you can context switch easily and help others stay focused on impact.
• Strong analytical skills, using data tools like Looker, SQL or Braze reporting to guide strategy and measure success.
• Experience in fintech, financial services or another complex, multi-product environment (a plus).
• A track record of leading through change - helping teams navigate transformation, adopt new tools and improve how they work.

The Interview Process:

Our interview process involves three main stages:

1. Recruiter Call (30mins)
2. Initial Call (30 mins)
3. x2 interviews via Google Meet (x2 60mins)
4. Take Home Task

Our average process takes around 3-4 weeks but we will always work around your availability.

What’s in it for you:

💰Salary is £93,000 - £103,000 ➕ stock options

📍This role will be based out of our London office next to Liverpool Street station in a hybrid approach of office based and home working OR remote within the UK

⏰We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.

📚Learning budget of £1,000 a year for books, training courses and conferences

➕And much more, see our full list of benefits here