Lead CRM Manager (Braze) in London

Build a World-Class CRM Studio at a High-Growth FinTech. You know the difference between a campaign that works and a campaign that has been built properly. You’ve probably been frustrated by teams that ship things that are technically half-baked. You might have said (more than once): "If I was running this function, here’s what I’d do differently." Our client is giving you the chance to do exactly that.

They’re building a dedicated CRM studio — a centre of excellence for flawless campaign execution across email, in-app, push, and content cards. They’re looking for a Lead CRM Manager to build it from the ground up, establish the standards, lead a small team, and own the technical excellence that makes growth communications actually deliver. This is a hands-on leadership role where you get to shape how an entire function operates.

What The Role Involves

You are building a system, not just executing campaigns. This role sits between strategy and execution. Growth teams will brief you with ideas; you’ll translate those into flawless builds in Braze.

• Key responsibilities:
• Building and leading the team — Develop a small CRM production team, establish workflows, set standards, and mentor people who care about craft.
• End-to-end execution — Own the build, testing, and deployment of every growth-focused campaign and automation in Braze across all channels.
• Technical excellence — Design modular components, templates, and naming conventions that make builds faster and more consistent. Ensure every campaign meets technical, regulatory, and performance standards.
• Rigorous QA — Implement a multi-stage quality assurance framework covering logic, data, rendering, targeting, and tracking. Nothing ships that isn’t bulletproof.
• Continuous optimisation — Identify opportunities to improve speed, performance, and sophistication. Explore new Braze features and integrations that elevate output.
• Process innovation — Build A/B testing frameworks, documentation, and systems that scale as the business grows.

Why This Role Stands Out

• You get to build something. Most CRM roles are inheriting a mess. This is a chance to establish standards from the ground up. The successful hires’ fingerprints will be on the entire function — workflows, templates, QA, team culture, the lot.
• Technical mastery gets respected. At most companies, CRM operations is invisible. Here, you’re building something that’s visibly world-class. The work gets noticed. Standards set the baseline for growth.
• Leadership with teeth. You’re not a manager who sits in meetings — you’re building and leading a team that makes things. Develop people, establish best practices, and shape the future of their CRM.
• Braze expertise becomes leverage. Deep Braze knowledge is rare. Lead this function well, and you’re building a credential that makes you genuinely valuable in the market. Understand Braze at a depth most people never reach.
• Real product partnership. You’re not taking orders from Growth; you’re translating strategy into execution and pushing back when something isn’t technically sound. Be a trusted advisor, not a service function.
• Autonomy. Hire your team, build your processes, and own your domain. This isn’t heavily micromanaged.

What We’re Looking For

• You’ll have:
• Proven hands-on CRM production or operations experience — Ideally in a high-growth, data-driven environment (fintech, DTC, or similar).
• Deep Braze expertise — You know Canvas, Liquid, segmentation, catalogues, and data structures inside out. (Braze certification is a plus, but proven experience matters more).
• Technical confidence — You’re comfortable working with SQL, Liquid, JSON, and event structures. You can partner with Engineering without needing hand-holding.
• QA discipline — You understand CRM deliverability, multi-channel build processes, and what rigorous QA actually looks like.
• Team leadership — You’ve managed or mentored people. You know how to set standards and get people to care about quality.
• Process thinking — You’re obsessed with building systems that scale. You document, standardise, and continuously improve.
• Communication — You can translate technical constraints into language Growth teams understand, and vice versa.

Nice to have: Background in fintech or regulated industries, experience with data warehouses, or exposure to advanced Braze features like Liquid personalisation.

What Success Looks Like

• Month 1-2: Assess current function, understand gaps, and start building the team and establishing standards.
• Month 3-6: QA framework is live, templates are modular, and builds are faster and more consistent.
• Month 6+: Exploring new Braze features that elevate output, A/B testing is systematic, and the team is proud of what they ship.

The Role in Numbers

• Hands-on + leadership — Build and lead, not just manage.
• Autonomous — Own your domain; not constantly asking for permission.
• Impact-visible — Every campaign that ships reflects the standards set.
• Growth-focused — Our client is scaling; build the infrastructure that makes that possible.

If this sounds like your jam, apply now.