CRM Operations Manager

We have a great opportunity for an experienced CRM Technical Manager to join our Customer Marketing team. As the Braze CRM Technical Manager, you are the lead architect and resident expert of our customer engagement platform. You possess a specialised, full-stack technical toolkit centered on Braze and SQL, with an elite mastery of Liquid logic and Data Architecture. You are not just a campaign executor, you are a Systems Engineer who designs the logic behind our most complex automated customer journeys. You bridge the gap between marketing vision and technical delivery, acting as a Technical Consultant who could one day audit data schemas in BigQuery and another day be a Master Practitioner who builds sophisticated, API-driven Braze communications. Your mission is to evolve our CRM stack into a self‑serve, automated powerhouse where Braze orchestrates hyper‑personalised experiences at scale.

Key Responsibilities

• Elite Braze Engineering: Own the ‘Master Build’ for high‑stakes journeys. You are the expert in Braze Canvas (including branching logic and Canvas entry properties), Liquid for deep personalisation, and Content Blocks for cross‑channel modularity.
• Data Strategy & SQL Consultancy: Translate business requirements into sophisticated BigQuery/SQL queries. Design the event payloads and custom attribute schemas that power real‑time triggers, ensuring data integrity between our warehouse and Braze.
• Advanced Orchestration: Lead the implementation of high‑complexity Braze features, including Webhooks for third‑party integrations, Content Cards, and In‑App Messaging.
• Connected Content & APIs: Architect real‑time data pulls using Connected Content to inject external API data into communications, reducing reliance on static data and increasing relevancy.
• Enablement through Democratisation: Productise the Braze stack for the wider team. Build scalable, Liquid‑enabled global templates and Global Content Blocks that allow non‑technical users to execute safely within your guardrails.
• Automation & Lifecycle Logic: Proactively identify manual bottlenecks. Engineer automated solutions, leveraging Reverse ETL (Hightouch) and scripted Liquid scheduling to minimise operational overhead.
• Systemic Troubleshooting: Serve as the final technical escalation point for the CRM stack. Diagnose root causes – from API latency and Liquid syntax errors to CSS rendering bugs – and implement permanent fixes.
• Technical Mentorship: Lead the ‘Community of Practice’, upskilling the team in Liquid literacy and SQL basics, while setting the global standard for QA governance and technical documentation.

Qualifications

• Advanced Braze Mastery: Extensive hands‑on experience across the full Braze suite: Canvas, Liquid (advanced filters/tags/loops), Webhooks, Content Cards, and Predictive Suites.
• SQL & Data Manipulation: Proficiency in SQL (BigQuery/GCP); able to manipulate large datasets, build segments, and audit data flows between the warehouse and the engagement layer (CDI).
• Technical Stack Fluency: Deep understanding of HTML/CSS specifically for Email/Web/In‑App rendering, alongside experience with CDP/ELT tools (e.g., Hightouch).
• API & Integration Expertise: Proven ability to work with REST APIs, JSON payloads, and Connected Content to drive real‑time personalisation.
• Systems Architecture: Experience mapping Event Taxonomies and designing how user attributes and event properties should be structured to support complex automation.
• The Liquid Architect: Equal parts developer and strategist; able to write complex conditional logic and explain the data‑flow ‘why’ to senior stakeholders.
• Efficiency Obsessed: You don't just ‘send’ a campaign, you engineer a system. You naturally look to automate repetitive tasks via webhooks or scripted workflows.
• Data‑First Mindset: You view every campaign as a data transaction, ensuring every Liquid tag used is accurate, fresh, and compliant.
• Adaptable Technologist: Thrives in high‑stakes environments, suggesting agile technical ‘workarounds’ or Liquid optimisations that maintain speed without incurring technical debt.
• Collaborative Enabler: Passionate about democratising technology, you measure your success by the technical independence of the squads you support.

Additional Information

We’ve got big ambitions so there’s going to be plenty of challenges. There are also a lot of benefits:

• An industry benchmarked salary.
• Hybrid working, with 2 days in the office.
• Holiday trading- buy & sell up to 5 days holiday each year.
• Electric Car salary sacrifice scheme through Tusker.
• Discount on our services and you get our coveted Cashback Card for free.
• A matched contribution pension scheme and life assurance up to 4x your salary.
• You can also access free mortgage advice and a financial wellbeing tool.
• Save as You Earn scheme.
• Family‑friendly policies, designed to help you and your family thrive.
• Flexible benefit choices such as Private health insurance, a free Virtual GP, Gym discounts and wellbeing apps.
• Belonging groups that help UW shape an even more inclusive future.
• A commitment to helping you develop your career journey through learning, coaching and new experiences.

We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.

Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.