Customer Communications Lead (15 Months FTC)

Location: Global

Team: General

About the Role

Wise, a global technology company revolutionizing money movement with min fees, max ease, and full speed, seeks a Customer Communications Lead for a 15-month FTC maternity cover in our London Marketing team. You'll own the strategic narrative and creative output for CRM channels, exciting millions of customers about our products, features, and brand. Leading Copywriters, Designers, and Managers, you'll translate product vision and pricing into on-brand, effective content while balancing creativity with data-driven performance. Reporting to the CRM team, you'll define communications strategy, align cross-functionally with product and creative stakeholders, mentor your team, ensure quality consistency, and optimise via metrics and testing. This high-impact role offers autonomy to shape customer experiences for a global audience, develop top talent, and drive scalable processes in a mission-led environment without borders. Join our diverse, inclusive team committed to building money for everyone, everywhere. Thrive with 7+ years in CRM communications, strategic thinking, and analytical prowess in a fast-paced fintech setting.

Key Responsibilities

• Lead the CRM Communications Strategy and define customer narratives for product launches, brand campaigns, and pricing updates
• Drive cross-functional alignment between creative, product, and CRM teams via clear creative briefs
• Manage and mentor a team of communications and creative professionals
• Ensure brand consistency and quality across all CRM communications
• Optimise creative performance through process improvements and delivery metrics reporting
• Oversee data from messaging testing to drive customer comprehension and optimisations
• Review and coach on high-impact creative briefs for best-in-class outcomes

Required Qualifications

• 7+ years of experience in Customer Communications, ideally within a high-volume CRM environment
• Significant experience leading and managing a team across diverse specialisms
• Strong strategic communications experience translating complex business objectives into compelling customer narratives
• Mastery of brand consistency and quality control in messaging, tone, and visual execution
• Excellent reporting and analytical skills leveraging data for strategic improvements

Preferred Qualifications

• Experience in a high-growth tech or fintech company
• Background in CRM for global customer bases
• Proven track record mentoring creative professionals

Required Skills

• Strategic communications and narrative development
• Team leadership and mentoring
• Cross-functional collaboration
• Brand guideline enforcement and quality control
• Analytical skills with message testing and metrics
• Creative brief creation and review
• Operational efficiency and process optimisation
• Customer research interpretation
• Stakeholder relationship building
• Data-driven decision making

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.