At a Glance
- Tasks: Create engaging CRM campaigns using Braze to enhance customer experiences.
- Company: Join Trainline, Europe's top rail app, committed to sustainable travel.
- Benefits: Enjoy private healthcare, flexible work options, and career growth opportunities.
- Other info: Collaborative team culture focused on diversity and inclusion.
- Why this job: Make a real impact in the travel industry while developing your skills.
- Qualifications: Experience with CRM platforms and a passion for customer engagement.
The predicted salary is between 30000 - 40000 £ per year.
About us
We are champions of rail, inspired to build a greener, more sustainable future of travel. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels. Great journeys start with Trainline 🚄 Now Europe’s number 1 downloaded rail app, with over 135 million monthly visits and £6.3 billion in annual ticket sales, we collaborate with 270+ rail and coach companies in over 40 countries. We want to create a world where travel is as simple, seamless, eco-friendly and affordable as it should be. Today, we're a FTSE 250 company driven by our incredible team of over 1,000 Trainliners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh and Madrid. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high-speed journey.
Introducing the Trainline CRM Team 👋
The CRM team plays an important role in helping customers get the most from Trainline through timely, relevant and engaging communications across email, push and in-app channels. As our CRM Operations Executive, you’ll help bring customer journeys to life by combining technical CRM expertise, data-driven thinking and a strong focus on customer experience.
In this role, you’ll work closely with CRM Campaigns, CRM Data, Data Science, Engineering and other partners across the business to deliver high-quality, personalised engagement programmes. You’ll support the build, deployment and optimisation of campaigns in Braze, helping ensure our communications are accurate, measurable and aligned to business goals.
In this role as the CRM Operations Executive, you will...
- Build and deliver complex, high-volume and dynamic CRM campaigns across email, push and in-app channels, using Braze to create personalised customer experiences.
- Work closely with CRM Tech and CRM Campaigns teams to use customer data effectively, supporting engaging communications and lifecycle journeys.
- Use tools such as Liquid templating language, regex and HTML/CSS to support campaign personalisation, dynamic content and technical CRM execution.
- Oversee the deployment of marketing communications, ensuring content is efficient, optimised and delivered to the right customers at the right time.
- Support campaign measurement by helping ensure performance can be tracked effectively and contributes to wider CRM and business goals.
- Share actionable insights and recommendations to improve engagement, conversion and the overall effectiveness of CRM activity.
- Act as a knowledgeable user of Braze, helping the team get the best from the platform while supporting troubleshooting, bug fixes and campaign improvements.
- Produce clear documentation for key projects and support quality assurance processes to make sure campaigns are set up accurately and personalisation works as intended.
We'd love to hear from you if you have...
- Experience working with Braze or a similar CRM, customer engagement or marketing automation platform, such as Adobe Campaign Manager, Salesforce Marketing Cloud or Microsoft Dynamics.
- Hands-on experience building multi-channel customer journeys and outbound marketing campaigns across channels such as email, push and in-app messages.
- A good understanding of customer segmentation, data flows and how data can be used to power relevant and personalised CRM activity.
- Working knowledge of HTML/CSS, with experience using Liquid or similar templating languages being helpful.
- Experience supporting pre and post-campaign reporting, with the ability to use insights to recommend improvements.
- A customer-focused mindset, with a genuine interest in creating communications that are useful, relevant and engaging.
- Confidence explaining technical concepts clearly to different audiences, including people with both technical and non-technical backgrounds.
- A curious, collaborative and proactive approach to problem-solving, with the ability to work effectively with a range of stakeholders.
More information:
Enjoy fantastic perks like private healthcare & dental insurance, a generous work from abroad policy, 2-for-1 share purchase plans, an EV Scheme to further reduce carbon emissions, extra festive time off, and excellent family-friendly benefits. We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Jump on board and supercharge your career from day one! We're operating a hybrid model and ask that Trainliners work from the office a minimum of 60% of their time over a 12-week period. We also have a 28-day Work from Abroad policy.
Our values represent the things that matter most to us and what we live and breathe everyday, in everything we do: 💭 Think Big - We're building the future of rail ✔️ Own It - We focus on every customer, partner and journey 🤝 Travel Together - We're one team ♻️ Do Good - We make a positive impact.
We know that having a diverse team makes us better and helps us succeed. And we mean all forms of diversity - gender, ethnicity, sexuality, disability, nationality and diversity of thought. That's why we're committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated.
Interested in finding out more about what it's like to work at Trainline? Why not check us out on LinkedIn, Instagram and Glassdoor!
CRM Operations Executive in London employer: Trainline
Trainline is an exceptional employer, offering a vibrant work culture that champions diversity and sustainability while prioritising employee growth. With fantastic benefits such as private healthcare, generous leave policies, and a commitment to career development, employees are empowered to thrive in their roles. Located in major cities across Europe, including London and Edinburgh, Trainline fosters collaboration and innovation, making it an ideal place for those looking to make a meaningful impact in the travel industry.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Operations Executive in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Trainline. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Trainline before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CRM Operations Executive in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Trainline:Your cover letter is your chance to shine! Tell us why you want to work at Trainline specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Trainline!
How to prepare for a job interview at Trainline
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
