Senior CRM Operations Manager in London

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.

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.
• Hands-on experience with Braze is a strong plus, 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:

• Flexible working – Spend 2 days per week with your team in our new collaborative London office.
• Competitive bonus scheme – designed to reward and recognise high performance.
• Flexible benefits budget – £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things you want.
• Sabbatical Leave – Get a 4-week fully paid sabbatical after being with us for 4 years.
• Work From Anywhere – 4 weeks work from anywhere to use, with no need to come to the office.
• Mental wellbeing support – Access therapy and mental health sessions through Oliva.
• Learning and development – Personal budgets for books and training courses to help you grow in your role.
• Private health care – Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches.
• Medical cash plan – To help you with the costs of dental, optical and physio (plus more!).
• Tech scheme – Get the latest tech for less.
• Plus all the rest; 25 days (plus bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!

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.