CRM Manager – Subscriptions

Tide Platform Limited

Job Overview

Location

Bulgaria

Job Type

Full-time

Full Job Description

📋 Description

• Join Tide, a rapidly growing fintech company revolutionizing small business banking and administrative solutions for SMEs across the UK, India, Germany, and France. With over 1.8 million members globally and significant funding, Tide is at the forefront of innovation, using advanced technology to help businesses save time and money.
• This role is a key part of the Paid Plans CRM team, a dynamic and collaborative group focused on driving member engagement, retention, and long-term value through data-driven strategies and creative marketing.
• As the CRM Manager – Subscriptions, you will be instrumental in shaping and executing CRM strategies specifically for our subscription products, directly contributing to business objectives and growth targets.
• You will provide strategic direction and mentorship to senior CRM team members, ensuring adherence to best practices and staying ahead of emerging trends in the CRM and subscription space.
• A core responsibility will be to manage and develop a Senior CRM Executive, fostering a high-performing, collaborative, and supportive team environment.
• Leverage advanced data analytics to deeply understand our member base, refining segmentation strategies to deliver highly personalized and effective communications.
• Implement sophisticated targeting strategies to optimize campaign performance across all subscription-related initiatives, with the ultimate goal of maximizing customer lifetime value.
• Utilize predictive modeling and behavioral analytics to proactively identify and mitigate churn risks, ensuring member satisfaction and retention.
• Collaborate closely with cross-functional teams, including Marketing, Sales, and Product, to ensure seamless alignment of CRM initiatives with broader company goals and product roadmaps.
• Drive key cross-functional projects aimed at enhancing the overall customer experience and accelerating subscription revenue growth.
• Develop, oversee, and continuously improve customer advocacy and loyalty programs designed to boost retention rates and cultivate strong brand advocates.
• You will be responsible for the end-to-end management of CRM campaigns, from conceptualization and strategy development to execution, analysis, and optimization.
• This includes defining campaign objectives, identifying target audiences, crafting compelling messaging, selecting appropriate channels, and setting up tracking and reporting mechanisms.
• You will play a pivotal role in analyzing campaign performance, extracting actionable insights, and iterating on strategies to improve ROI and achieve key performance indicators (KPIs).
• Your expertise will be crucial in identifying opportunities for A/B testing and experimentation within CRM campaigns to continuously enhance effectiveness and drive innovation.
• You will be expected to stay abreast of the latest developments in CRM technology, marketing automation, and subscription management best practices, bringing fresh ideas and approaches to the team.
• This role requires a strategic thinker with a hands-on approach, capable of translating complex data into clear, actionable plans.
• You will be a key contributor to the growth and success of Tide's subscription offerings by ensuring our members receive timely, relevant, and valuable communications that enhance their experience and deepen their engagement with our platform.
• Your work will directly impact member satisfaction, retention rates, and the overall profitability of our subscription services.
• You will contribute to building a robust and scalable CRM infrastructure that supports Tide's ambitious growth plans.
• This is an opportunity to make a significant impact in a fast-paced, innovative fintech environment, working with a talented team dedicated to empowering small businesses.
• You will be a champion for the customer within Tide, ensuring that our CRM strategies are always member-centric and aligned with delivering exceptional value.
• The role involves managing budgets for CRM activities and ensuring efficient allocation of resources to maximize impact.
• You will be responsible for reporting on CRM performance to senior leadership, providing clear insights and recommendations for future strategies.
• Contribute to the development of a comprehensive customer journey map for subscription members, identifying key touchpoints and opportunities for engagement and retention.
• Work with product and engineering teams to ensure the CRM system and related tools are effectively integrated and optimized for subscription management.
• Develop and implement strategies for customer onboarding and lifecycle management within the subscription context.
• Analyze churn data to identify root causes and develop targeted win-back and retention campaigns.
• Foster a culture of continuous learning and improvement within the CRM team, encouraging knowledge sharing and professional development.
• Ensure all CRM activities comply with relevant data privacy regulations (e.g., GDPR).
• Drive initiatives to improve data quality and integrity within the CRM system, which is fundamental for effective segmentation and personalization.
• You will be a key player in Tide's mission to help SMEs save time and money, directly influencing how our members interact with and benefit from our subscription services.

🎯 Requirements

• 3+ years of CRM experience, ideally within subscription-based businesses.
• Strong background in CRM analytics, segmentation, and predictive modeling.
• Deep knowledge of CRM and marketing automation technologies.
• Experience with subscription billing systems and customer databases.
• Strong project management and strategic thinking skills.
• Excellent spoken and written English.

🏖️ Benefits

• 25 days paid annual leave.
• Personal L&D budget.
• Additional health & dental insurance.
• Fully covered Multisports card.
• Share options.

Skills & Technologies

Remote

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Tide Platform Limited

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About Tide Platform Limited

Tide Platform Limited is a UK-based financial technology company providing business banking services to small and medium-sized enterprises. It offers digital current accounts, expense cards, invoicing, accounting integrations, and credit products through a mobile-first platform. Operating under an e-money licence with banking services provided by ClearBank, Tide serves over 500,000 UK businesses. The company focuses on streamlining financial administration for entrepreneurs, freelancers, and growing companies through automated features and integrations with accounting software like Xero and FreeAgent.

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