CRM Technical Manager

ABOUT US

Onmo believes that everyone has the right to access, understand and manage their money with confidence. Our ambition is to improve lives by providing better clarity, intelligence and technology to empower every individual in making the smartest financial decisions. We may be young but we have an incredible team in place and big ambitions for the years ahead.

We design our products to help demystify money matters wherever possible, providing customers with more financial control and flexibility in their lives. This helps them get more from what they have, or with smart decisions, make more of the same. It also means people spend less time with the negative aspects of money and more on the positive – enjoying what the world has to offer.

ABOUT THE ROLE

We’re looking for a CRM Technical Manager to own and evolve our CRM platform. This is a key role sitting within our Tech team but working hand-in-hand with Operations to ensure our CRM drives measurable efficiency – reducing customer contact, handle time, and complaints. You’ll take full ownership of the CRM architecture, integrations, and automation. You’ll partner with developers to deliver technical improvements, embed AI workflows, and make sure our systems work seamlessly for customers and agents alike.

RESPONSIBILITIES

• Own and manage the CRM end-to-end, ensuring reliability, efficiency, and scalability
• Drive automation and AI-led workflows that simplify processes and reduce manual effort
• Collaborate with Operations leads to align CRM improvements with customer and business outcomes
• Translate operational challenges into technical solutions that reduce contact and improve resolution times
• Support developers and manage integrations, data pipelines, and workflow enhancements
• Monitor CRM performance, data quality, and compliance (with FCA awareness)
• Identify opportunities for continuous improvement and deliver measurable impact

FCA COMPLIANCE & CONSUMER DUTY

At Onmo we all take collective responsibility for our individual roles in creating the best outcomes for our customers. In this role that involves;

• Ensuring our CRM is able to support agents in upholding FCA standards
• Working to provide the tools to ‘Treat Customers Fair’ when agents are supporting through CRM
• Identifying and raising risk events in a timely manner when spotted
• Keeping up to date with changes in relevant regulatory rules
• Completing mandatory training within allotted deadlines
• Following the FCA Conduct Rules;
  • You must act with integrity
  • You must act with due skill, care and diligence
  • You must be open and cooperative with the FCA, PRA and other regulators
  • You must pay due regard to the interests of customers and treat them fairly
  • You must observe proper standards of market conduct

ABOUT YOU

QUALIFICATIONS / EXPERIENCE

• Experienced in CRM ownership or technical management (Salesforce or similar platform)
• Strong understanding of CRM architecture, integrations, and automation tools
• Confident working across Tech and Operations, translating business needs into technical outcomes
• Skilled in managing workflows, AI processes, and platform optimisation
• Analytical, proactive, and comfortable making data-driven decisions
• Knowledge of compliance, data governance, and system resilience in a regulated environment

ABOUT YOU

• Are motivated by efficiency, automation, and measurable improvements
• Enjoy owning platforms end-to-end and seeing the impact of your work
• Balance technical depth with a focus on customer outcomes