CRM Manager - Japan

Location: Global

Team: General

About the Role

Wise is a global technology company revolutionizing the way people and businesses move and manage money worldwide, with minimal fees, maximum ease, and full speed. We're expanding our CRM team to elevate customer communications in Japan, and we're seeking a CRM Manager to lead our Japan strategy. Based in Tokyo with quarterly travel to Singapore and bi-annual trips to London, you'll own the end-to-end development of engaging lifecycle communications across email, push notifications, and in-app messages, driving product adoption and brand awareness for our customers. In this role, you'll collaborate with Product, Marketing Tech, Analytics, UX Research, and Product Marketing teams to deliver data-driven, customer-first strategies that boost engagement, retention, and loyalty. From segmenting business customers for tailored offerings to managing campaign calendars, deliverability, and A/B testing, you'll ensure best-in-class comms that align with global standards and local needs. Ideal for mid-level CRM experts passionate about impact in a fast-paced, autonomous environment—no prior Braze, Liquid, or SQL required, but a plus. Join us to build money without borders, putting customers at the heart of everything we do while enjoying Wise's flexible working, RSUs, health insurance, and more.

Key Responsibilities

• Develop and manage Japan CRM strategy, including customer lifecycle management, segmentation, and engagement initiatives
• Manage internal technical and non-technical stakeholder communication
• Utilise data-driven insights to segment business customers effectively
• Design and implement customer lifecycle management strategies to drive engagement and loyalty
• Analyse campaign performance and implement optimisation opportunities
• Manage customer database health with focus on retention, engagement, compliance and best practices
• Responsible for email calendar management, deliverability and monthly reporting
• Implement localisation process for international campaigns and maintain A/B testing plan for Japan

Required Qualifications

• Hold Japanese citizenship, Permanent Residency or Child/Spouse of Japanese Citizen Visa
• Strong proficiency in verbal and written English and Japanese (at least JLPT N1/Native)
• Mid-level experience in a CRM role, with strong focus on segmentation, lifecycle management and stakeholder engagement
• Experience with leading and growing a high growth CRM team
• Strong track record of successful cross-channel lifecycle comms
• Customer-first attitude with deep understanding of customer segmentation
• Excellent verbal and written communication skills
• Comfortable working with different departments and senior stakeholders
• Self-starter and impact-driven with perseverance
• Technically-savvy with a creative eye, analytical mindset

Preferred Qualifications

• Experience in a product-driven environment
• Experience in coding HTML, CSS and Shopify Liquid
• Experience using SQL and/or other analytical tools (Looker, GA, MixPanel etc.)
• Experience using Braze or similar cross-channel marketing platforms

Required Skills

• CRM strategy development
• Customer segmentation
• Lifecycle management
• Stakeholder management
• Data analysis and insights
• Cross-channel communications (email, push, in-app)
• A/B testing
• Campaign performance optimisation
• Japanese and English proficiency
• Analytical mindset

Benefits

• RSUs (stock options)
• Flexible working
• Parental leave
• Learning budget
• Paid sabbatical after 4 years
• Health insurance
• Company retreat
• Wise card

Wise is an equal opportunity employer committed to building a diverse workforce.