Crm Operations Manager | Collections

Why We Exist

The world is moving away from rigid ownership models in favour of more flexible, affordable access. Yet the $1.5 trillion device market has barely moved.

Our mission is to transform how technology is bought, used and reused — creating better outcomes for customers, brands and the planet.

What We've Built

Raylo is the subscription infrastructure that enables leading electronics brands, including PlayStation, HP and Dyson, to move from one-off device sales to recurring subscription programmes that increase conversion, deepen loyalty and capture more lifetime value.

We have over $90m ARR, we’re profitable, growing fast, with over a quarter of a million subscriptions across consumers and small businesses. Customers trust us too, with a 4.5/5 Trustpilot rating from more than 20,000 reviews.

For customers, the experience is simple: subscribe to a device, get support throughout, upgrade when you want, and return it when you’re done. Behind that sits an AI-powered operating system that executes and manages device subscriptions end to end: credit and fraud decisioning, lifecycle operations, and the financing engine that enables brands to run subscription programmes at scale.

Brands can unlock a powerful new growth engine with Raylo across embedded checkout, Raylo.com and the customer app — converting more DTC customers, reaching subscription-first demand, and driving repeat upgrades that compound customer lifetime value.

The impact of our circular model is big. We cut emissions per device by around 50% compared to buy-and-discard. We’re B Corp certified, backed by Macquarie, NatWest and Channel 4 Ventures, and recognised by Tech Nation’s Future Fifty.

How We Work

AI is changing what small, ambitious teams can build. Companies that embrace it will define the next decade.

Raylo is uniquely placed to benefit. We combine proprietary technology and data with the orchestration of physical assets, operating across credit, fraud, pricing, logistics, refurbishment, resale and customer care. With AI improving every cycle, our moat deepens with scale.

At Raylo, AI is woven into how we work every day. We don’t ration access or hedge our bets. Our people use the best models and tools, and we expect them to do things that weren’t possible a year ago. Processes that used to be good enough are being rebuilt. Teams are replacing spreadsheets with bespoke tooling, and anyone can query our data layer in plain English and get a real answer in seconds.

We give every team their own hackathon: a chance to step back, start with a blank sheet, and ask: if we were starting today, how would we do this?

The more we automate, the more human judgement matters. AI gives people back time, and we expect them to spend it on the things no model can replicate: conversations, trust, craft and team judgement.

We hire to a high bar. You’ll work with people who push you, raise your game and expect you to do the same. We want every person at Raylo to do the best work of their lives, and enjoy doing it.

Our Core Values

Be deeply curious – We thrive on innovation through diverse approaches, views, and people.

Walk in your customer’s shoes – To build the best products and make the best decisions for the long term, we must figure out what our customers need, not just what they want.

Focus and execute – We have a big vision, but we believe in nailing the most important problems first.

Be gritty – Only gritty teams succeed. Our individual ownership, passion, and perseverance mean we’re a team through thick and thin.

Your Team

Raylo's growth is powered by consistent, recurring customer payments, so Collections is critical to protecting both our financial performance and our promise to customers: great technology without the burden of ownership.

This is a brand-new role, giving you the chance to build our Collections capability from the ground up and shape the strategy, systems and standards that will define the function as Raylo scales. We're looking for someone who is as comfortable in the data as they are with customers, and who can bring colleagues and partners with them. You'll use analytics, reporting and structured testing of customer communications to improve outcomes, and you'll influence teams across the business to act on what you find.

Reporting to the Head of Collections, you'll be hands-on from day one, overseeing DCA placements, CRA reporting and arrears communications

What You’ll Do

• Own reporting and insight: Go deep into collections data to track performance, spot trends and turn them into action.
• Improve arrears communications: Tailor messaging to each customer's situation, run structured tests, measure ROI and share results across the business.
• Run arrears and recovery operations: Manage arrears blocking, coordinate debt collection agency placements and oversee Credit Reference Agency (CRA) reporting end-to-end.
• Collaborate and influence across the business: Partner with Data Engineering, Strategy & Analytics, Finance and Customer Care, and manage relationships with external recovery partners. You'll build the case for change, align stakeholders and get improvements delivered without relying on formal authority.
• Support the operating-model transition: Help the wider business adapt to how Collections works as our operating model evolves.

You’ll Succeed with

• 5+ years experience in collections or a closely related area: Arrears, billing operations, customer operations or similar, ideally in a regulated environment.
• Confidence with data: Proficiency in Looker and spreadsheets. SQL or BigQuery is a bonus.
• A test-and-learn mindset on customer communications: Experience improving messaging through experimentation, not just signing it off.
• Strong collaboration and influencing skills: A track record of working across functions, communicating clearly with senior stakeholders and persuading others with evidence.
• Sound judgement on risk and compliance: Comfortable making decisions within regulated workflows.
• Desirable: Experience managing or coaching a team.

We’re not looking for you to meet every point on this job description. Please still get in touch if you think you could add value and do your best work here at Raylo. We'd love to have a chat and see if you could be a great fit.

Opportunities & Benefits

• Fast-track your career – 40% of our employees progress every review cycle (bi-annually)
• Exclusive Raylo device lease for employees
• Private Medical Insurance
• Stock options for all employees
• L&D budget to support the skills you value
• Hybrid working model– 4 days in the Belfast Office, 1 day work from home.
• 33 days off, your way – 25 days + 8 bank holidays with full flexibility to use on the days that mean the most to you
• Enhanced maternity, paternity, adoption or shared parental leave, if you've been with us for 12 months.
• Workplace nursery scheme for major cost savings

Hiring Process

We move quickly and we'll aim to give you the best candidate experience possible. It starts with a 15-minute call - no prep needed. If there's a fit, we move fast, every stage has a purpose, and we'll tell you what we're looking for at each one.

If there's anything we can do to support you through the process, whether that's adjustments or anything else, please let us know.

*As an FCA-regulated business, we conduct background checks (DBS and AML) on all successful candidates who are offered a position at Raylo during the onboarding process.

Diversity & Inclusion at Raylo

At Raylo, we celebrate diversity and are committed to creating an inclusive workplace where everyone can thrive. We welcome people of all backgrounds, experiences, and perspectives, believing they make us stronger.

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