CRM Manager London (Hybrid)

At Ophelos, we believe in a different way to deal with debt. One that puts empathy and understanding front and centre, approaching our customers as individuals — no matter what they’re going through. For too long, people in debt have borne the brunt of poor industry practices. Intimidating tactics, time-consuming customer service and a one-size-fits-all approach that overlooks the reasons anyone can fall into debt in the first place. Meanwhile, businesses suffer too. Poor customer experience translates to poor customer satisfaction, high churn rates, bad brand reputation and ultimately missed opportunities. That’s why we’re taking a radically different approach. Pioneering an industry-first AI-native collections platform, we build products that help individuals clear their debts in a way that suits them, whilst providing businesses with an improved customer experience and game-changing insights into their customer base.

Since our launch in 2021, we’ve worked with some of the UK’s leading companies, including Octopus, Scottish Power and Philips — helping millions of people move toward a more stable, debt-free future. In 2023, we were acquired by Intrum, Europe’s biggest credit management service and have begun the next phase in our growth — expansion into 17 European markets over the next two years.

The Role - CRM Manager

Words really matter at Ophelos. We work in a heavily stigmatised industry, where people are often made to feel ashamed of their financial situation. What we say – and how we say it – plays a vital role in helping customers feel safe, understood and supported. As an AI-native company, we’re rethinking how customer communications should work – making them more intelligent, personalised and automated. We’re looking for a CRM Manager to join the marketing team and lead that transformation. You’ll own our customer comms strategy across email, SMS and letter – designing clear, thoughtful journeys that guide people through difficult moments with care and clarity. You’ll work closely with product, data and engineering to build scalable, adaptive experiences that evolve over time. And you’ll help us deepen our understanding of customer behaviour, spot opportunities to improve, and share insights across the business. There’s also scope to contribute to wider customer-facing work – from content and insights to broader B2C marketing initiatives – depending on your interests and experience. As we expand into new markets, you’ll lead the rollout of our comms internationally – ensuring we maintain consistency, empathy and impact at scale.

In this role, you’ll get to:

• Own our full customer communications strategy across email, SMS and letter
• Develop the foundations for our AI-led communications strategy in partnership with product, data and engineering
• Manage the rollout of comms updates across all markets, working closely with product managers and the Intrum teams (includes overseeing translation and localisation processes)
• Test, learn and iterate – using data and behavioural insights to guide your work
• Partner with teams across marketing and product to share insights and elevate the customer voice
• Contribute to customer-facing content and campaigns where relevant – such as the blog or partnerships

About you

We don’t expect you to tick every box, but experience in some of the following will help:

• Around 4–5 years of experience in CRM, customer lifecycle or customer marketing roles
• Strong understanding of CRM principles, with experience building journeys across email and other channels
• Confident writing empathetic, human copy – particularly for sensitive topics
• Analytical mindset – you’re driven by outcomes and comfortable working with data
• A collaborative, cross-functional approach – you enjoy bringing ideas to life with others
• Comfortable getting into the details and making things happen, not just thinking big

We are continually evolving our benefits package at Ophelos. We currently offer:

• Private healthcare through Vitality
• £200 Working from home allowance
• Cashback on costs of the dentist, opticians and more
• 25 days holiday
• Flexible Public Holidays (decide when to take time off)
• Free access to counselling sessions through our EAP
• Flexible Working arrangement - work from home or from the office
• Cycle to work scheme
• Company pension

At Ophelos, we are dedicated to ensuring that every candidate has an equal chance to succeed. If you need specific adjustments during the hiring process please let us know.

About Our Team

Ophelos launched in June of 2021, backed by investors such as AlbionVC, Connect Ventures and Fly Ventures. In 2023, we were acquired by Intrum, Europe’s biggest credit management service. Our growing team has helped build some of the world’s most successful businesses, including the likes of Monzo, Google, Oracle, ASAPP, IBM and more — in addition to pioneering innovative products, sitting at the intersection of enterprise, financial technology, artificial intelligence and academia, working with institutions such as Oxford University, the University of Amsterdam and the University of Hong Kong.

Our Values

Supporting customers and businesses to improve their financial health is a long-term mission. Our company values act as our north star, steering our every move as an organisation and are the backbone of our unique company culture. Our values and culture allow us to stay true to our larger purpose, even as we continue to grow at a rapid pace.

• Customers and Clients first – We exist to help real people move through debt and to get clients paid back. This commitment drives how we design products, deliver services, and interact with customers and clients daily.
• Dream big – We have ambition and drive to succeed - we’re not just raising the bar, we’re confidently asserting ourselves as the benchmark.
• Get it done – We’re decisive and embrace a sense of urgency; we don’t let opportunities get away from us. We’d rather act quickly and take informed risks, iterating and learning as we go.
• Win as one - We work as one team, supporting each other and aiming for shared goals. At Ophelos, the team isn’t just individual departments - it’s all of us together. We challenge and support each other because we care about everyone’s growth and success.

Ophelos is committed to creating a diverse work environment and is proud to be an equal opportunity workplace, providing equal employment and advancement opportunities to all team members. We are building an environment where every Ophelos team member can thrive, feel a sense of belonging, and do the best work of their careers. We value diversity and recruit, hire, and promote individuals solely based on talent, qualifications, competence, and merit. We evaluate candidates without regard to race, colour, religion, age, sex, sexual orientation, gender identity, national origin, disability, or other protected characteristics as required by law and as a matter of our company values.