Senior CRM Operations Manager

Overview

In this role you will own and evolve Marshmallow’s CRM operations, shaping how the platform is used across the organisation. You will build governance for campaigns, enable teams to work with CRM effectively, and drive cross‑functional collaboration to improve customer communications. Expect to use data and testing insights to optimise performance and ensure measurable impact. This role offers autonomy, ownership, and a chance to scale CRM in a fast‑growing, ambitious company.

Pay / Benefits

• flexible working
• competitive bonus scheme
• flexible benefits budget
• sabbatical after 4 years
• work from anywhere (4 weeks)
• private health care (Vitality)

Responsibilities

• Own and evolve Marshmallow’s CRM operations capability across the organisation
• Build governance frameworks for CRM activity including prioritisation, sequencing, and cross‑team management
• Enable stakeholders to use CRM effectively, improving adoption while preserving quality and consistency
• Partner cross‑functionally to identify opportunities, align priorities, and enhance customer communications
• Use data and testing insights to drive decisions, optimise performance, and demonstrate measurable impact
• Drive high‑quality campaign execution through strong processes, audience segmentation, scheduling, and platform management

Key requirements

• Experience in CRM operations/CRM management in an in‑house, tech‑led business with growth‑focused customer communications
• Hands‑on experience with Braze is a strong plus; practical CRM campaign, segmentation, metadata, scheduling, and audience setup experience
• Proven experience creating CRM governance and enabling other teams to use CRM effectively
• Strong data literacy: analysing campaign/test performance, building audiences, and working independently with data

• Curious and collaborative
• Self‑starter with a high level of autonomy
• Facilitates cross‑functional collaboration and enables others
• Braze (strong plus)
• CRM campaigns management
• Audience segmentation and metadata handling

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