• 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.

• Own the ongoing Silverware relationship with assigned customers and be responsible for retention, and growth of our customers by understanding their business needs and helping them succeed. • Build a trusting relationship and hold a strategic advisor position with each assigned customer and drive continued value of our products and services. • Work with customers to understand their short- and long-term goals with our products and assist where needed, also discussing future growth opportunities together. • Evaluate and identify opportunities for sales add-ons, integrations, new products and assist with facilitating implementation when required. • Advocate customer enhancements, bugs and escalations and help customers find solutions to their unique scenarios. • Inform and educate customers on new Silverware initiatives, product releases along with short- and long-term development roadmaps. • Identify and track any risks associated to your customers and make action plans to ensure all risks are mitigated in a timely manner as agreed upon by the customer. • Track customer Helpdesk Tickets and identify trends related to configuration issues, training opportunities or providing root cause analysis. • Partner with the Sales team to increase customers’ footprint and future value (up-sell and cross-sell) through product adoption and customer satisfaction. • Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements. • Work within a Scrum environment in collaboration with our Development, Quality Assurance and Business Analysts • Be assigned as Project Manager on new products, enhancements and integrations. • Assist and provide recommendations regarding Minimum Qualifications.