Customer Engagement and Retention Manager (CRM Campaigns)

Join the best bank to work for in Bulgaria*

Who we are:

Do you want to join a well-established bank with a start-up culture? No, we’re not joking!

We, at tbi, have been one the most profitable banks for years and we are growing at a fast pace. We’re a bank with a long history of success that operates as a start-up and we’re always on the lookout for new opportunities to grow our business. How do we do that?

It's all about our people. Our team is made up of brave, passionate and caring people who don’t just want to follow the same path – we want to transform into mobile-first, state-of-the-art lifestyle ecosystem. Our colleagues love working here – 70% of them would recommend tbi as an employer to their friends and family. Our people are engaged in challenging and meaningful work, inspired to grow their potential and career, encouraged to learn and empowered to take decisions. That’s not corporate babble, it’s what our people say.

Do you want to play a key role in our unique success story?

If so, we're looking for a Customer Engagement and Retention Manager (CRM Campaigns) to join our team on our journey to success!!

This is a hands-on role: you will turn campaign briefs into live, automated customer journeys in our marketing orchestration platform – building, testing, launching and optimizing them yourself

What You’ll do:

• Plan and run customer lifecycle and engagement campaigns across activation, cross-sell, upsell, retention and reactivation

• Translate campaign briefs (received via Jira and stakeholder meetings) into clear journey designs – defining segments, objectives and communication logic in collaboration with Marketing, Product and other key stakeholders

• Build, configure and maintain automated customer journeys (scenarios) hands-on in our marketing orchestration platform, including segmentation, entry and exclusion criteria and multi-step, multi-channel communications – making sure every path is logical and no customer gets stuck

• Use customer data and behavioral insights to identify opportunities and improve campaign effectiveness.

• Manage end-to-end campaign execution, including data preparation, segmentation, quality assurance and testing with the team, launch, live monitoring and optimization

• Monitor key KPIs and conversions, run A/B tests, analyze results and turn learnings into concrete improvements

• Share best practices and proven journey set-ups with fellow campaign managers and help onboard new team members

What you’ll need to succeed:

• Bachelor’s degree in Marketing, Economics, Business Administration or a related field, or equivalent practical experience

• 2+ years of hands-on experience building and running automated CRM/lifecycle campaigns for B2C customers in a marketing automation or orchestration platform (e.g. EVAM, Salesforce Marketing Cloud, Braze, Adobe Campaign, Bloomreach, Insider or similar); banking/financial services experience is a strong advantage

• High attention to detail and genuine enjoyment of hands-on, technical execution – you like building, testing and fine-tuning journeys yourself

• Strong analytical and data-driven mindset, with practical experience in customer segmentation, A/B testing, data analysis and campaign performance reporting

• Advanced Excel skills; knowledge of SQL is a strong plus; experience with Jira or similar tools is a plus

• Experience in project management, leading teams or mentoring colleagues is a plus

• Excellent communication, coordination and stakeholder management skills, with the ability to work effectively across teams

• Fluent English, both written and spoken

• Proactive mindset and strong focus on continuous improvement and customer experience

What we offer:

• Take your career to the next level with real growth opportunities

• Work on exciting, meaningful projects that make an impact

• Be seen and appreciated for who you are and what you do

• Join a vibrant, international team of 23 nationalities who’ve got your back

• Stay covered with additional private health insurance

• Receive monthly food vouchers as part of your benefits package

• Enjoy exclusive perks & discounts – from Multisport cards to top retailers

• Benefit from special rates on our banking products

• Work in the heart of Sofia – steps away from National Palace of Culture and South Park

• Bring your furry friend to work – because every office is better with paws

Visit our Career Page to learn more about what makes us different.

If this sounds like something you’d be interested in, we'd love to hear from you!

To apply for this position, please send us your CV in English.

We'd love to get back to everyone, but due to the number of applications we receive, we can only contact the shortlisted candidates.

*We are ranked the top bank and top 3 employer to work for in Bulgaria according tо WhereWeWork

All applications are treated with utmost confidentiality.

By submitting your job application to tbi bank, you confirm that you have read the document named “Information related to personal data processing for job applicants” publicly available on tbi Career page.