Senior CRM Operations Manager

We’re on a mission to make migration easy. We started building Marshmallow in 2017. Since then, we’ve grown from 3 to 700+ people, gained unicorn status, raised ~£140M over three funding rounds, turned profitable, insured millions of drivers and lent millions in car loans. But we’re only just getting started. Our goal is to become one of the largest financial services providers in the world. Over the next 10 years we’ll grow exponentially, not only by scaling our existing products, but also by building new ones. To achieve our goals we need incredibly ambitious, commercially driven people who never settle for ‘good enough’. Marshmallowers are hungry for autonomy and ownership, and would rather improve than coast. Everyone raises standards and has an impact, with a focus on collective success over self-interest. We’ve created an environment where curious, tenacious people win and grow together. If that sounds motivating, this could be the place for you.

The role: As a Senior CRM Operations Manager, you will own and evolve Marshmallow’s CRM operations capability, helping shape how the platform is used across the organisation. You will build strong governance frameworks for CRM activity, including how campaigns are prioritized, sequenced, and managed across teams. You will enable and support stakeholders across the business to use CRM effectively, increasing adoption while maintaining quality and consistency. You will partner cross-functionally with teams across the organisation to identify opportunities, align on priorities, and improve customer communications. You will use data and testing insights to inform decisions, optimize performance, and ensure CRM activity is driving measurable impact.

Job requirements: You should be a self-starter who is comfortable with a high level of autonomy and enjoys taking ownership of ambiguous, high-impact work. You should be curious and collaborative, and like working with lots of different stakeholders to move work forward. You should be someone who believes in enabling others, not gatekeeping expertise, and you’re motivated by helping teams do better work together. You should be commercially minded and pragmatic, with a strong instinct for where to focus your time to unlock the most value. Experience working in CRM operations or CRM management within an in-house, tech-led business is required, with a strong understanding of growth-focused customer communications. Hands-on experience with Braze is a strong plus, alongside practical experience building and managing CRM campaigns, segmentation, metadata, scheduling, and audience setup.

Benefits: Flexible working - Spend 2 days per week with your team in our new collaborative London office. Competitive bonus scheme. Flexible benefits budget - £50 per month to spend on a Ben Mastercard. Sabbatical Leave - Get a 4-week fully paid sabbatical after being with us for 4 years. Work From Anywhere - 4 weeks work from anywhere to use, with no need to come to the office. Mental wellbeing support – Access therapy and mental health sessions through Oliva. Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset. Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches. Medical cash plan - To help you with the costs of dental, optical and physio (plus more!). Tech scheme - Get the latest tech for less. Plus all the rest; 25 days(plus bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!