CRM Lead/Senior Manager - Full-Time

As CRM Lead at Voi, you will own and evolve our global CRM strategy to drive activation, retention, and customer lifetime value across all markets. You will lead a specialised CRM team and sit at the intersection of Marketing, Product, and Growth, turning commercial goals into smart, data-driven journeys that scale.

Requirements

• Define and refine the CRM strategy across activation, retention, win-back, and pricing/product lifecycle in close collaboration with Growth, Product, Marketing, and Commercial teams.
• Translate strategy into clear OKRs, backlogs, and roadmaps that support both commercial targets and the messaging needs of global stakeholders.
• Prioritise initiatives based on quantitative impact, focusing on CLV, incremental revenue, and P&L contribution.
• Own the strategic setup and evolution of our Braze platform, ensuring it supports complex cross-channel journeys and advanced lifecycle logic.
• Partner with Engineering, Product, and Data teams to optimise app event taxonomies, data flows, tracking, and monitoring so that CRM is deeply integrated into our product and data layers.
• Identify and test opportunities to use AI and automation within the CRM stack to enhance performance, personalisation, and team efficiency.
• Lead, coach, and develop the CRM team through structured sprint planning, clear feedback, and a supportive environment where people grow.
• Act as a CRM ambassador across Voi, building shared understanding of performance, trends, and priorities, while balancing quick wins with long-term bets.
• Collaborate with regional General Managers and Market Managers to align central CRM initiatives with local insights, and to define scalable best practices.
• Oversee CRM legal compliance (including GDPR), ensuring consent, preferences, and communication standards meet regulatory requirements.

Benefits

• Unlimited free Voi rides
• Dog-friendly office
• Employee options programme