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 communications deliver "on-brand" engagement.
Responsible for the delivery and development of all CRM campaigns through existing channels while exploring opportunities to activate new channels.
Work closely with the marketing, product, and data teams to coordinate life/promotional messaging and customer experience communications that drive engagement across the business.
Manage the orchestration of end-to-end communications to enrich clients' trading abilities, reduce churn, extend active trader days, and improve lifetime value.
Collaborate with the BI and Data team to develop detailed segmentation models of existing customers to understand behavior and build propensity models to drive the communication strategy.
Partner with 3rd party vendors to continuously optimise systems and deliver a best-in-class experience.
Develop engaging, impactful, and personalised campaigns that enhance client experience and support commercial objectives.
Foster a client-focused culture by delivering the right messages and services at the right time, and by seeking and acting on feedback for continuous improvement.
Collaborate with the market research and customer experience teams to understand client sentiments and requirements, and to develop campaigns that drive higher satisfaction.
Manage and develop the CRM team to ensure adherence to best CRM practices.
Oversee the CRM budget with accurate cost forecasting and management.
Qualifications and Experience
Strong track record in developing and delivering complex, multi-channel, and multi-regional CRM strategies.
Experience working in a highly regulated environment.
Proven expertise using customer marketing software solutions such as Optimove, HubSpot, and Salesforce.
Excellent understanding of how messaging drives customer behavior and a passion for CRM innovation.
Customer and data oriented, performance driven, and comfortable with driving revenue growth.
A passionate, can-do attitude with extreme attention to detail.
Excellent stakeholder management and influential skills.
Outstanding cross-functional project management capabilities.
OANDA Global Corporation is a diverse, global team with offices around the world. We value the unique skills and experiences each individual brings and are committed to creating a collegial work environment where everyone is treated with dignity and respect. We provide an inclusive and accessible environment for all. Selected candidates will be contacted directly. If you require accommodation during the recruitment process, please let us know so we can ensure a seamless experience.
Learn more about our culture, review the OANDA Privacy Policy, and discover how we protect your personal data.
Make your first step toward a positive change in your career with OANDA. We aim to transform how the world interacts with currencies—whether through trading or utilising currency data and information—by connecting and collaborating with the most innovative minds to grow quickly and globally. We strive to do more than just our jobs, aligning our actions with collective goals and daring to seek out innovation and creativity, all in support of providing the best customer experience. Innovation is at the heart of everything we do!
From our roots in 1997 providing free currency exchange information on 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, over 1300 shares, and commodities, with intelligent support and the latest technologies. Notably, we are now offering a range of popular cryptocurrencies in the US. OANDA is a major global player and proud to be recognized. In 2023, we received the 'Brokerage House of the Year 2022' award at the Invest Cuffs gala, the 'Most Popular Broker' award at the 2022 TradingView Broker Awards, and were acknowledged as 'Best in Class for Ease of Use' and 'Best in Class for Research' by ForexBrokers.com at their 2023 Annual Awards!
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