Senior CRM Operations Manager

Job description

We’re on a mission to make migration easy. We started building Marshmallow in 2017. Since then, we’ve grown from 3 to 700+ people, gained unicorn status, raised ~£140M over three funding rounds, turned profitable, insured millions of drivers and lent millions in car loans. But we’re only just getting started. Our goal is to become one of the largest financial services providers in the world. Over the next 10 years we’ll grow exponentially, not only by scaling our existing products, but also by building new ones. To achieve our goals we need incredibly ambitious, commercially driven people who never settle for ‘good enough’. Marshmallowers are hungry for autonomy and ownership, and would rather improve than coast. Everyone raises standards and has an impact, with a focus on collective success over self-interest. We’ve created an environment where curious, tenacious people win and grow together. If that sounds motivating, this could be the place for you. CRM sits within the User Experience team, helping Marshmallow build more effective, joined-up communication with our customers across the business. CRM is a meaningful driver of impact for the organisation, with clear opportunities to improve how we engage customers and measure the value of that work. This role will help shape how CRM is used at Marshmallow by building strong foundations, enabling others to use the platform effectively, and creating the governance needed to make customer communications work better across multiple teams. We’re looking for someone who is excited by ownership, enjoys working cross-functionally, and wants to help scale CRM in a thoughtful, high-impact way. This is an individual contributor role with deep platform and governance ownership, rather than a people-management track. Your impact and progression come from the scale and quality of the systems, frameworks, and cross-team relationships you build, not from growing a team. London (hybrid, 3 days in office) Please note we are not in a position to offer sponsorship and/or a visa for this position. WHAT YOU'LL BE DOING - Own and evolve Marshmallow’s CRM operations capability, helping shape how the platform is used across the organisation. - Build strong 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 cross-functionally with teams across the organisation to identify opportunities, align on priorities, and improve customer communications. - Use data and testing insights to inform decisions, optimise performance, and ensure CRM activity is driving measurable impact - Drive high-quality campaign execution through strong operational processes, audience segmentation, scheduling, and platform management. WHO YOU ARE - You’re a self-starter who is comfortable with a high level of autonomy and enjoys taking ownership of ambiguous, high-impact work. - You’re curious and collaborative, and you like working with lots of different stakeholders to move work forward. - You’re someone who believes in enabling others, not gatekeeping expertise, and you’re motivated by helping teams do better work together - You’re commercially minded and pragmatic, with a strong instinct for where to focus your time to unlock the most value WHAT YOU'LL BRING - Experience working in CRM operations or CRM management within an in-house, tech-led business, with a strong understanding of growth-focused customer communications. - Recent hands-on experience with Braze is needed for the role, alongside practical experience building and managing CRM campaigns, segmentation, metadata, scheduling, and audience setup - Proven experience creating CRM governance and enabling other teams to use CRM effectively across an organisation - Strong data literacy, including analysing campaign or email test performance, pulling audiences and segments, and working independently with data rather than relying entirely on analyst support. - Confidence in using data tools or AI-assisted analysis to generate insights and support decision-making. Perks of the job - Bonus scheme designed to reward high performance - Private medical insurance with Vitality, mental health support with Oliva - Personal learning budget and 2 dedicated L&D days a year - Monthly flexible benefits budget to spend as you choose - 25 days holiday plus bank holidays - 4 weeks Work From Anywhere per year Our Process We break it up into a few stages: - Initial call with our Talent Acquisition Manager (approx. 40 mins via Zoom) - A past experience interview with our Hiring Manager (60 minutes via Zoom) - An Onsite task, where we would like to see how you think on your feet (120 minutes in-person) - Culture interview with one of our senior Marshmallow leads (60 minutes via Zoom) Background checks As part of our commitment to maintaining a safe and trustworthy environment, we’ll carry out standard background checks, including a DBS and a Cifas check https://drive.google.com/file/d/1GNvETKZheck_zCDrBs2JRIPTaI8eB15f/view?usp=sharing. These help ensure there are no ongoing criminal proceedings and support the prevention of fraud and other forms of serious misconduct. If anything of concern is identified, it may affect your eligibility for certain roles or services. Feel free to ask our Talent Acquisition team if you have any questions about this! #LI-OB1 Diversity of thought We know the best ideas come from having different perspectives in the room - and we're committed to hiring fairly, regardless of background, identity or experience. If you see yourself in this role, we'd encourage you to apply.