• Own 20–40 client accounts end-to-end • You are the single point of accountability for client results and retention • Run onboarding, set strategy, deliver results, retain the account — the full lifecycle • 2-hour response time during business hours, no exception • Analyze brands' performance and profitability weekly • Diagnose problems before the client notices them • Translate numbers into clear, confident client communication • Build and follow structured processes for every account (audits, keyword research, campaign architecture, optimization cycles) • Log every change. Document every decision. Nothing slips through the cracks. • Coordinate with PPC strategists daily — you own the relationship, they own execution, and both of you own the result • Flag and escalate within hours, not days • We don’t do slow. Scaling decisions get 2–3 weeks to play out, then we adjust. Every week has a purpose. • When something breaks, you fix it the same day or escalate by EOD • You’ll manage 1,000+ Slack messages a day with structure and discipline — unread = your to-do list • If performance is flat for 3 weeks, you’re already pitching the strategic pivot

• Owning the full post-sale customer lifecycle, including onboarding, adoption, renewal, and upsell activities • Serving as the primary point of contact for enterprise clients across Europe • Supporting clients during onboarding and ensuring smooth data collection across online and offline media channels • Building and maintaining strong relationships with senior stakeholders, including CMOs, Media Directors, Marketing Effectiveness Leads, and agency partners • Translating Marketing Mix Modeling (MMM) results into clear, actionable media and business recommendations • Leading recurring strategic reviews, executive presentations, and business performance discussions • Advising clients on media investment decisions and measurement strategies • Coordinating with internal data, analytics, and product teams to ensure successful client outcomes • Monitoring account health, identifying growth opportunities, and driving retention and expansion • Supporting renewal discussions and commercial growth within existing accounts • Acting as the voice of the customer internally and contributing to product improvement initiatives • Educating clients on measurement methodologies, attribution concepts, and media performance best practices

• Lead the strategy and planning of areas of Core banking, including sizing of opportunities and stakeholder alignment • Execute customer lifecycle CRM journeys across multiple touch points • Interpreting data insights into actionable opportunities • Work across the full Monzo suite of products to ensure we’re targeting the correct moments in a users lifecycle with the right products and features • Be the overseer of always on communications across all CRM products • Create and embed processes and ways of working with the wider CRM team and data analysts • Work closely with team members to collaborate and help deliver a range of campaigns across multiple channels • Monitor campaign performance and ensure campaigns are executed safely • Campaign QA (helping to check through set up thoroughly as a second pair of eyes before launch) • Collaborate with other CRM Managers in developing effective segmentation strategies to target relevant audiences for each campaign • Deliver campaigns with a test and learn data driven approach • Owning existing processes and always-on campaigns within the team, and keeping these documented and up to date

• Managing and customizing the CRM platform to meet the organization's needs. • Supporting users in using the system effectively. • Providing support and troubleshooting for users, including answering questions and resolving issues. • Analyzing data to gain insights into team productivity, effectiveness, and operation. • Working with other teams to capture business requirements and implement CRM solutions. • Coordinating and supporting integrations with third-party apps, plugins, and tools. • Setting up processes to manage and protect customer and business data. • Providing training to administration, staff, and faculty.