💻 CRM Operations Manager 📍London (Hybrid, 40% in office) 

We’re looking for a highly motivated individual with a background in the technical side of CRM (email/push) and both an aptitude and a desire to grow their knowledge and skillset in a fast paced, yet supportive, environment. The ideal candidate will be technically minded with a solid understanding of how data can be used to power CRM. 

This is an exciting role providing the opportunity to deliver best-in-class, multichannel engagement programmes by leveraging our huge datasets and working closely with a wide range of stakeholders - The role requires close collaboration with the CRM Campaigns, CRM Data, Data Science and Engineering teams providing plenty of breadth for cross-functional learning and idea generation.

As a CRM Operations Manager at Trainline, you will... 🚝

• Work closely with the CRM Data and CRM Campaigns teams to use our customer model and deliver highly engaging communications & journeys across all markets.
• Building complex, high volume and dynamic marketing campaigns in Braze, leveraging Liquid template language and other tools.
• Overseeing the deployment of our marketing and service communications to ensure efficient and optimised content for our customers – delivering the right message at the right time.
• Excellent stakeholder management and competent at translating stakeholders’ technical requirements into simplified campaign processes/documentation
• Continue to develop and discover new features/ improvements and new ideas to support the overall CRM strategy and being able to communicate this to the rest of the business. Be the subject matter expert of our customer engagement platform (Braze).
• Documentation detailing processes and implementations for key projects. 

• Technical management of marketing platform(s) – CEP/ESP/IMP. Braze platform ideal.
• Ownership of building complex customer journeys ad automations. Experience with segmentation, A/B testing best practices and setting up always-on automations.
•  Intellectually curious, passionate. Self-motivated and able to work independently to meet deadlines. 
• An excellent working knowledge of client-side scripting (SQL desirable but not mandatory, HTML/CSS mandatory). Experience in Liquid would be ideal. 
• Strong understanding of data flows and how they can be used to power CRM campaigns. 
• Practical experience on best practices to maintain high Email deliverability
• Experience with pre/post campaign reporting. 
• Strong attention to detail and an understanding of the importance of quality. 
• Able to balance technical expertise and commercial acumen to deliver required outcomes 
• Fast learner, ability to learn new technologies/languages 
• Ability to deliver to tight deadlines, and be a calming, unflappable force within a team. 
• Ability to develop creative solutions to problems 
• Passionate about the customer experience and driving customer success 
• Able to articulate and convey technical concepts to a mixed audience