Head of CRM & Customer Retention (m/f/x)

Job description

Founded in 2014, Scalable Capital is a financial technology startup with offices in Munich and London. Our aim is to transform the traditional wealth management industry, making first class investment services available to everyone. Our management team combines deep capital markets experience and e-commerce know-how with decades of academic research into financial markets. Our company has repeatedly been mentioned in the German & UK Press as one of the most promising fintech startups. We've also won an award as "Best German Robo-Advisor 2016" and according to Financial News our smartphone app is one of the "must haves of the fintech age". Visit our finance or engineering blog to find out what our Expert Team has to say.


In this newly created role, you will be responsible for our outbound email and mobile push notification as well as heavily involved with generating ideas to improve our customer-facing features as well as customer retention and satisfaction mechanisms. It also involves leadership of our team that creates and continually optimises our communication to subscribers and customers across multiple channels.


More specifically, your responsibilities will include

  • Ownership of all dynamic and static email and cross-channel communication routines

  • Setting our tone of voice in customer and subscriber communication, ensuring visual consistency and quality at all times as well as error-free copy

  • Making best use of our powerful CRM software which connects customer data with email and mobile push creation tools

  • Collaborating with our Product Management team on ideas for features and services that will drive customer satisfaction, retention and ultimately customer referrals as an important acquisition channel

  • Staying up-to-date with competitor activities and promotions to make sure we stay best-in-class at all times

  • Being aware of what’s going on at the financial markets to identify the need for communication with customers and subscribers

  • Generating ideas to drive AuM (assets under management) growth/share of wallet of our existing customers

What we offer

  • Be part of one of the fastest-growing and most visible Fintech startups in Europe, creating an innovative service that has a substantial impact on the lives of our customers

  • Work with an international and growing team with past careers at large (financial) institutions such as Goldman Sachs, Google, Westwing or BlackRock

  • Enjoy an office in a great location in the middle of Munich, one of Germany’s most attractive cities

  • Learn and grow by joining our in-house knowledge sharing sessions and your individual Education Package

  • Enjoy numerous startup perks

  • Work productively with the latest hardware and tools

  • Benefit from an attractive compensation package

  • Learn about the german culture and join our free german language courses


As the Head of Communications & Customer Retention, you have 

  • Excellent knowledge of German grammar and you are native German language speaker
  • An academic degree

  • At least 7 years of work experience with reputable firms, preferably at least a few years spent in the personal finance/asset management/private wealth sector

  • Interest in the capital markets and understanding of core investing concepts

  • Experience in leading small teams

  • Knowledge of CRM tools and the management of newsletter routines - experience with Salesforce (Marketing Cloud, Service Cloud) would be a clear plus 

  • Basic HTML skills would be welcome

  • Very high levels of diligence and reliability

  • Fluent in English to work with our highly international team (one interview will be conducted in English)