Director, CRM & Retention

MoneyGram International London, United Kingdom

Description

About MoneyGram

We're rebuilding one of the most trusted names in fintech-and doing it like a startup.

MoneyGram has been a global leader in cross-border payments for decades, and now we're entering our most exciting chapter yet: a full-speed, full-scale re-founding led by Anthony Sohoo, with the backing of private equity firm Madison Dearborn Partners.

With a globally recognized brand, deep infrastructure across 200+ countries, and millions of loyal customers, the foundation is strong-and the scale is unreal. We're now reimagining just how much further we can take it.

We're rebuilding our growth engine -faster, smarter, and more customer-obsessed than ever. Fewer layers. Sharper strategy. Disciplined execution. A bias for action. We're looking for bold operators and builders ready to run at this opportunity, shape the future of a scaled business, and leave their mark.

About the role

We're hiring a Director of CRM & Retention to own the full customer lifecycle-from first activation to repeat usage, referrals, and long-term loyalty.

This is a critical leadership role at the intersection of performance, product, and customer experience. You'll define how we use messaging to engage customers across Email, SMS, and Push, but also how we drive impact beyond comms-through smart journey design, seamless onboarding, activation flows, and high-leverage referral programs.

You'll partner closely with our Growth, Product, and Field Marketing teams to ensure CRM is embedded across the business and built to drive outcomes. Whether it's increasing activation in a core corridor, reactivating dormant users, or turning happy customers into referrers, you'll be at the center of it.

If you're a lifecycle leader who's equal parts strategic, data-savvy, and ready to build-we'd love to talk.

What You'll Do

• Own CRM and lifecycle marketing strategy end-to-end, from onboarding and education to referral, reactivation, and retention.
• Lead and scale a high-performing CRM team across campaign operations, analytics, and journey strategy.
• Develop and optimize lifecycle journeys tailored to customer segments, product behaviors, and regional priorities.
• Design and grow our referral program-working closely with product and growth to maximize impact, reward structure, and messaging.
• Drive activation across regions-building the messaging and sequencing that turns sign-ups into engaged users.
• Test and iterate at scale-developing experiments across segmentation, timing, creative, and channel mix.
• Use our new (coming soon) CRM platform to unlock behavior-based journeys, deep personalization, and real-time triggers.
• Work cross-functionally with Growth, Paid Media, Field Marketing, Product, and Performance Creative to align on goals, share insights, and deliver a seamless customer experience.
• Turn data into direction-reporting on CRM performance, uncovering drivers, and applying those learnings quickly.
• Champion retention and LTV as company-wide priorities, bringing insight and accountability to every part of the customer journey.

• 8-12+ years in CRM, lifecycle, or retention marketing-ideally in high-growth B2C or fintech environments.
• Proven experience owning CRM strategy across multiple stages of the customer lifecycle-including onboarding, referral, loyalty, and reactivation.
• Deep hands-on knowledge of CRM platforms (i.e. Braze, Iterable, etc) -and comfort working with CDPs and behavioral data.
• Track record of building high-performing teams and scaling CRM functions globally.
• Sharp testing and experimentation mindset-you move quickly, iterate often, and let data lead.
• Strong strategic partner to product, creative, and channel leads.
• Fluent in engagement, LTV, and retention metrics-with experience turning insight into growth.
• Experience working across time zones and markets, including multicultural messaging and global compliance (GDPR, CCPA, etc.).
• Based in the US or UK, with flexibility across hybrid or remote structures.

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