Head of CRM

Everyone at OANDA is focused on our vision to transform how our customers can meet all their currency needs. We are revolutionising the world of currency trading by providing innovative trading experiences, currency data and analytics solutions. Dare to be open, bold, focused – own it and apply! The future is now! We’re looking for an experienced CRM person to lead OANDA’s customer marketing strategy globally and build a robust framework to improve customer engagement and drive revenue growth for OANDA Key Responsibilities Responsible for the overall development and execution of CRM strategy. Right from onboarding new clients, nurturing them, retaining them, and reactivating them, with a focus on enhancing their experience with OANDA’s products and maximising their lifetime value. Own the end-to-end client communication strategy, ensuring all comms delivers ‘on brand’ engagement. Responsible for delivery and development of all CRM campaigns through existing channels and looking for opportunities to activate new channels. Work closely with the wider marketing, product and data teams to coordinate in life / promotional messaging, and customer experience comms and drive engagement across the business. Manage the orchestration of end to end communications to enrich client’s ability to trade to their best while maximising churn reduction to extend active trader days to improve life time value of our clients Work closely with the BI and Data team to develop detailed segmentation models on existing customers so they can better understand customer behaviour and build propensity models to drive the communication strategy Working with 3rd party vendors on continuously optimising the systems and delivering best in class experience. Develop engaging, impactful and personalised campaigns that drive superior client experience and ultimately drive commercial objectives. Develop a client-focused culture, and deliver the right message and services at the right time, whilst seeking and acting on feedback to make continuous improvements to the client experience. Work closely with the market research and customer experience team to understand client sentiments and requirements, and develop campaigns that drive higher client satisfaction. Managing and developing the CRM team. Ensuring that team is following the best CRM practices Management of the CRM budget ensuring costs are forecast and managed. Qualifications and experience Strong track record in the development and delivery of complex CRM multi-channel and multi-regional strategies Experience of working in a highly regulated environment Experience getting the best out of customer marketing software solutions – ie Optimove, Hubspot, Salesforce, etc Excellent understanding of how messaging can drive customer behaviour and experience with a passion for innovation in the CRM space Customer and data obsessed Performance driven, comfortable with driving revenue growth Passionate and a real can-do attitude Extreme attention to detail Excellent stakeholder management and outstanding influencing skills Excellent cross-functional project management skills OANDA Global Corporation is a diverse and global team with offices around the world. We value the unique skills and experiences each individual brings to OANDA. We are committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and one which reflects the diversity of the community in which we operate. We provide an inclusive and accessible environment for everyone. Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible. Learn more about our culture here. Review OANDA Privacy Policy and learn more about how we treat your personal data and protect your privacy. Make your first step toward a positive change in your career with OANDA OANDA aims to transform all aspects of how the world interacts with currencies, whether that be trading or utilizing currency data and information. We’ll do this our way – connecting and collaborating with the best and most innovative to grow quickly and globally. We strive to do more than just our jobs, focus our actions on collective goals and dare to seek out innovation and creativity. All this to continue our obsession with providing the best experience for our customers. Innovation has been at the heart of everything we do! From our roots in 1997 providing free currency exchange information over the internet to launching an award-winning global trading business. We work together to drive the future of currency data solutions and trading technology. Our customers can invest in around 200 financial instruments including currencies, shares (over 1300) and commodities leveraging intelligent support and the newest technologies. What is more, we are now offering a batch of popular cryptocurrencies in the US! – OANDA is now a major global player. We are proud to be recognized! In 2023 we received the ‘Brokerage House of the Year 2022’ award at the Invest Cuffs gala! We won the ‘Most Popular Broker’ award at the 2022 TradingView Broker Awards and were recognised as ‘Best in Class for Ease of Use’ and ‘Best in Class for Research’ by ForexBrokers.com at their 2023 Annual Awards!