CRM Operations Manager (Technical Braze Specialist), 12-months FTC in London

Department: Marketing, Retention & Engagement

Job Band: L5

As a CRM Operations Manager, you will be responsible for owning the ongoing development, and operational and technical delivery of SkyShowtime’s CRM capabilities across Retention & Engagement, with a strong focus on Braze, our customer engagement platform. You will act as the key bridge between strategy, execution and technology, ensuring CRM programmes are scalable, performant and operationally excellent across multiple European markets. This includes leading CRM capability and optimisation initiatives, partnering closely with internal teams and external partners, and overseeing the end-to-end delivery of both always-on programmes and high-impact ‘tentpole’ campaigns. You will be expected to proactively identify opportunities to improve CRM performance, unlock new platform capabilities (including AI-driven decisioning), and ensure SkyShowtime is making full, effective use of its customer engagement stack.

Key Responsibilities

• CRM Capability, Optimisation and Innovation
  • Own and manage CRM capability and optimisation projects, from discovery through to implementation and delivery, ensuring alignment with Retention & Engagement strategy.
  • Partner with Product and MarTech teams on Braze and mParticle-related features, releases and enhancements.
  • Research, evaluate and unlock new Braze capabilities, while ensuring teams are maximising the value of existing functionality.
  • Ongoing management and optimisation of AI Decisioning activities, including identifying and shaping future use cases with key stakeholders.
• Campaign Delivery and Operational Excellence
  • Own the campaign delivery process: reviewing strategy briefs, aligning on CRM responses, feeding back to strategy teams, and ensuring accurate, timely implementation.
  • Manage operational excellence across CRM delivery, including process design, documentation, prioritisation and continuous improvement.
  • Ensure high standards of QA, deliverability, and compliance across all CRM channels (email, push, in-app, content cards).
• Agency and Vendor Management
  • Manage the CRM Marketing agency responsible for day-to-day campaign execution, setting priorities, overseeing delivery quality, and ensuring SLAs are met.
  • Act as the primary operational contact for Braze, including platform usage oversight, roadmap input and ongoing optimisation.
  • Coordinate with Procurement, Finance and Legal on Braze commercial matters, contract management and any required legal addendums.
• Enablement, Education and Best Practice
  • Educate and upskill internal stakeholders on new CRM features, capabilities and ways of working.
  • Champion CRM best practice across campaign design, personalisation, testing and measurement.
  • Provide clear updates, recommendations and insights to senior stakeholders on CRM capability, performance and opportunities for improvement.

What You'll Bring

• Ideally 5+ years of experience working with end-to-end marketing campaigns in Customer Engagement Platforms.
• Must have proven experience of working in Braze.
• Experience working with Liquid.
• Experience working with mParticle (desired).
• Basic SQL and database relationship management, having worked with large and complex data sets.
• Basic SQL to manipulate and aggregate data as needed for optimal journey & content builds.
• HTML/CSS/JavaScript knowledge and expertise.
• An innate attitude to drive resolution to business problems and ability to communicate status and progress with senior stakeholders.
• Has vision, drive, diplomacy and the ability to make things happen in an environment of ambiguity, complexity and multiple stakeholders.
• Initiative to kick-start new processes and make changes to improve the status quo.
• A highly collaborative style and able to thrive in a team environment and work independently.
• Experience working across multiple markets and cultures (desired).
• Experience managing vendors and agencies.

Where You'll Work

We operate a hybrid working model, with the team office based at least 1 day per week. To maximise the benefits of team collaboration we ask team members to be in the office on Tuesdays but offering flexibility is a core value of our team and business. Your primary base will be in Osterley, on the Sky campus, a 10-minute walk from Syon Lane train station. Free shuttle buses are available, running to and from Osterley, Chiswick Park, Gunnersbury, Acton Town and Ealing Broadway tube stations. On-site parking, bike shelters and showers/changing facilities are also available. You can benefit from all the on-site facilities at the Sky campus including: subsidised restaurants, Waitrose, gym, cinema, car wash, hair & beauty salon.