Senior CRM Manager

Overview

In this role you will own Marshmallow’s CRM operations and governance, shaping how customer communications are used across the business. You will build scalable foundations, enable stakeholders to adopt the platform, and establish governance to ensure high-quality, cross-team campaigns. You’ll work cross-functionally to identify opportunities and drive measurable impact through data-informed decisions. This is a highly autonomous, impact-focused IC role within a fast-growing fintech environment.

Pay / Benefits

• Bonus scheme
• Private medical insurance with Vitality
• Mental health support with Oliva
• Personal learning budget and 2 L&D days
• Monthly flexible benefits budget
• 25 days holiday plus bank holidays either regionally adjusted

Responsibilities

• Own and evolve Marshmallow’s CRM operations capability across the organization
• Build governance frameworks for CRM activity including prioritisation, sequencing and cross-team management
• Enable stakeholders to use CRM effectively, improving adoption while ensuring quality and consistency
• Partner with cross-functional teams to identify opportunities, align on priorities, and improve customer communications
• Use data and testing insights to inform decisions, optimise performance, and drive measurable impact
• Drive high-quality campaign execution through operational processes, audience segmentation, scheduling, and platform management

Key requirements

• Experience in CRM operations or CRM management within an in-house, tech-led business
• Hands-on experience with Braze (preferred) and practical CRM campaign building, segmentation, metadata, scheduling, and audience setup
• Proven experience creating CRM governance and enabling organization-wide CRM use
• Strong data literacy: analysing campaign/test performance, pulling audiences/segments, working with data independently
• Confidence with data tools or AI-assisted analysis to generate insights for decision-making

• Self-starter with high autonomy
• Curious and collaborative; comfortable working with many stakeholders
• Enabling others and sharing expertise
• Braze
• CRM campaign management
• Campaign segmentation

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