Customer Relationship Management Lead

CRM Lead

About the company

Tembo is an award winning digital mortgage broker and savings provider, making the dream of ownership possible for a new generation of home buyers.

We’re a mission centric organisation that holds our values close:

• Find a way - representing our desire to innovate and also leave no stone unturned to help find a customer a way to get on the ladder
• It's all about the people - customers, colleagues, partners - we’re all human and without them we are nothing
• If you don’t like it change it - as a startup we’re constantly listening to every source of data and evolving, every opinion counts

We are rated Excellent on Trustpilot with every single customer review celebrated and we are determined to find a way to ensure we retain that customer love as we scale.

We are well funded by Goodwater Capital, Aviva, McPike Family Global Office, Ascension, Love Ventures as well as a suite of ethical backers such as Fair by Design, Barrow Cadbury, Joseph Rowntree Foundation and Big Society Capital.

About the job

We’re looking for an experienced CRM Lead to drive post-activation engagement across both sides of our business: mortgages and savings. You’ll be responsible for keeping users engaged, moving them through key journeys, and driving conversion — especially cross-sell between savings and mortgages.

You’ll collaborate closely with our product team, making his an ideal for someone who loves digging into user behaviour, writing great lifecycle messaging, and driving results through smart nudges and campaigns.

The role will entail:

Mortgage business (web journey)

• Own the performance of CRM journeys (email, SMS, push) that nurture leads and guide users through our mortgage process
• Build and optimise marketing campaigns in Customer.io, with full control over strategy, copy, and testing
• Collaborate with marketing, broker team, and content to ensure journeys convert at every stage

Savings app (integrated with mortgages)

• Lead retention and engagement across the savings app – drive weekly/monthly usage and deepen product habits
• Own cross-sell into mortgages from the app via behaviourally triggered nudges and campaigns
• Identify underused features and build nudges, messages, or in-app interventions to boost adoption
• Drive positive reviews with timely nudges in-app

What success looks like

• Improved lead-to-mortgage conversion rates via smarter nurture journeys
• Increased savings app retention (e.g. weekly active users, repeat sessions)
• Measurable uplift in savings-to-mortgage cross-sell
• High-performing lifecycle campaigns (open rates, CTRs, conversion)

Requirements:

• 3+ years experience in growth product, CRM/lifecycle marketing, or engagement-focused roles
• Hands-on technical understanding with Customer.io (or similar platforms like Braze or Iterable)
• A strong grasp of lifecycle strategy and the ability to write effective, on-brand emails and push copy
• Analytical mindset – you love running A/B tests, reviewing performance, and optimising campaigns
• Bonus: experience in fintech, mortgages, or consumer savings products