CRM Lead

JobsCloseBy Editorial Insights

Monzo is looking for a CRM Lead to steer Product CRM across Core, Wealth, Borrowing and Business products, leading eight reports and guiding strategy in a growing environment. You’ll set the Product CRM direction, prioritise initiatives that drive customer value, and partner with Product, Data and Engineering to ground decisions in insights and measurement. Expect to deliver CRM experiences that genuinely help customers while shaping scalable processes as Monzo grows. Bring proven people leadership, hands-on execution, and a track record of data driven success in fintech or product settings. Prepare examples of impact, and expect a three to four week interview process with a take home task; flexible and UK remote options are supported.

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us. 

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

Hear from our UK team about what it's like working at Monzo ✨

📍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 

#LI-JB1 #LI-REMOTE

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊