Customer Communications Lead; FTC

Company Description

Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.

More about our mission and what we offer
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We're looking for an experienced CRM Communications Lead to join our CRM team in London on a Fixed-Term Contract for a 15 months Maternity Cover. You'll be overseeing the strategic communications narrative and creative output that excites millions of our customers about what we have to offer, ensuring every message is on-brand, consistent, and effective.

As the CRM Communications Lead, you will sit at the core of our customer communication strategy. You will own the narrative for key product and brand initiatives, leading a dedicated creative team—including Copywriters, Designers, and specialist Managers—to translate our product vision, brand identity, and pricing strategies into compelling, customer-facing content. You are a strategic thinker who can balance creative quality with operational efficiency, driving performance and consistency across all CRM channels.

Here’s how you’ll be contributing to the CRM team:

• Lead the CRM Communications Strategy:
  Own and define the overarching customer narrative for all product and feature launches, brand campaigns, and pricing updates, ensuring alignment with business goals and brand identity.
• Drive Cross-Functional Alignment:
  Act as the critical link between the creative, product, and CRM teams, translating complex features and initiatives into clear, actionable creative briefs.
• Manage and Mentor the Team:
  Lead and develop a team of communications and creative professionals.
• Ensure Brand Consistency & Quality:
  Act as the final quality check for CRM communications, guaranteeing that messaging, tone, and visual design are accurate and consistent with our brand guidelines.
• Optimise Creative Performance:
  Implement process improvements and report on the Creative Team’s delivery metrics, focusing on efficiency and scalability.
• Drive Message Effectiveness:
  Oversee and utilise data from messaging testing and analysis to report on customer comprehension and resonance, driving necessary optimisations.
• Strategic Brief Review:
  Coach and challenge the team on high-effort and high-impact creative briefs to drive best-in-class creative outcomes.

This role will give you the opportunity to:

• Have Strategic Impact:
  Your work will directly define how millions of customers understand our product and brand, allowing you to shape the core customer experience.
• Lead and Develop:
  You will be mentoring and growing a high-performing creative team, guiding their professional development and project output.
• Work with Autonomy:
  You'll have the freedom to define processes and strategies for improving creative quality and team efficiency.
• Be Analytical and Creative:
  You'll balance creative leadership with data-driven decision-making, customer research and performance metrics to prove the effectiveness of your team's work.

About you:

• You have 7+ years of experience in Customer Communications, ideally within a high-volume CRM environment.
• You have significant experience leading and managing a team, and are skilled in guiding team members and managing workload across diverse specialisms.
• You possess strong strategic communications experience, with a proven ability to translate complex business objectives into clear, compelling customer narratives.
• You are a master of brand consistency and quality control, with a keen eye for detail in messaging, tone, and visual execution.
• You have excellent reporting and analytical skills, capable of leveraging data (e.g., message testing, delivery metrics) to drive strategic improvements and operational efficiency.
• You thrive in a cross-functional role, able to quickly build rapport and collaborative relationships with product, creative, and CRM…