Senior CRM Operations Manager

• Join Marshmallow as a Senior CRM Operations Manager, working hybrid from London 3 days a week. • Shape how CRM is used across the business by building strong foundations and the governance needed for joined-up customer communications. • Work within the User Experience team, where CRM is a meaningful driver of impact for the organisation. • Own deep platform and governance responsibilities as an individual contributor rather than on a people-management track. • Grow your impact through the quality of the systems, frameworks and cross-team relationships you build. • Join a profitable unicorn that has grown from 3 to 700+ people since 2017.

• Bring experience in CRM operations or CRM management within an in-house, tech-led business, with a strong grasp of growth-focused customer communications. • Show recent hands-on experience with Braze, including building and managing campaigns, segmentation, metadata, scheduling and audience setup. • Show proven experience creating CRM governance and enabling other teams to use CRM effectively. • Use data confidently to analyse campaign or email test performance and to pull audiences and segments without relying entirely on analyst support. • Use data tools or AI-assisted analysis to generate insights and support decision-making. • Work autonomously and take ownership of ambiguous, high-impact work.

• Show a collaborative approach to working with many different stakeholders to move work forward. • Bring a commercially minded and pragmatic instinct for where to focus your time to unlock the most value. • Enable others rather than gatekeeping expertise, helping teams do better work together. • Show curiosity about how CRM can improve customer engagement and measure the value of that work.

• Own and evolve Marshmallow's CRM operations capability, shaping how the platform is used across the organisation. • Build governance frameworks for CRM activity, including how campaigns are prioritised, sequenced and managed across teams. • Enable and support stakeholders across the business to use CRM effectively, increasing adoption while maintaining quality and consistency. • Partner with teams across the organisation to identify opportunities, align on priorities and improve customer communications. • Use data and testing insights to inform decisions and optimise performance. • Ensure CRM activity drives measurable impact. • Drive high-quality campaign execution through strong operational processes, audience segmentation, scheduling and platform management.

• Work hybrid from London with 3 days a week in the office. • Receive visa sponsorship for this position. • Earn a bonus designed to reward high performance. • Get private medical insurance with Vitality and mental health support with Oliva. • Use a personal learning budget and 2 dedicated learning and development days a year. • Spend a monthly flexible benefits budget as you choose. • Enjoy 25 days holiday plus bank holidays. • Work from anywhere for 4 weeks per year.

Marshmallow is a financial services company that started in 2017 and has grown from 3 to 700+ people, insuring millions of drivers and lending millions in car loans. It has reached unicorn status, raised around £140M over three funding rounds and become profitable. Its goal is to become one of the largest financial services providers in the world by scaling existing products and building new ones.