CRM Operations Manager

Massive Rocket; City Of London; Remote; GBP 60,000 - 80,000; Full time

Job summary

A high-growth digital agency in London is seeking a skilled CRM Operations Manager. This role focuses on managing CRM operations with a specific emphasis on technical delivery, tooling strategy, and cross-functional collaboration. Ideal candidates will have over 3 years of experience in CRM operations, an understanding of CRM tools like Braze, and strong project management skills. The position supports a 100% remote work environment, promising opportunities for career progression.

Benefits

Fast-moving environment

Supportive work culture

Career progression opportunities

Organized team events

Qualifications

• 3+ years' experience in CRM operations, CRM tooling, or technical CRM delivery.
• Strong experience in working with CRM, engineering, and data teams.
• Track record of leading enhancements to tracking and reporting frameworks.

Responsibilities

• Manage technical delivery of tooling rollouts and optimizations.
• Define and execute CRM tooling strategy, including leading POCs.
• Work closely with CRM managers to translate requirements into specifications.

Skills

CRM operations

Technical CRM delivery

Project management

English (C1)

Tools

Braze

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Overview

Massive Rocket is a high-growth Braze & Snowflake agency that has made significant strides in connecting digital marketing teams with product and engineering units. Founded just 5 years ago, we have experienced swift growth and are now at a crucial juncture, aspiring to reach $100M in revenue. Our focus is on delivering human experiences at scale, leveraging the latest in web, mobile, cloud, data, and AI technologies. We pride ourselves on innovation and the delivery of cutting-edge digital solutions.

Every role at Massive Rocket is Entrepreneurial - Successful people at Massive Rocket will not only think about their role but understand the roles around them, their goals and contribute to the success and growth of their team, customers and partners.

What We Offer

• Fast-moving environment - you will never stop learning and growing
• Supportive and positive work culture with an emphasis on our values
• International presence - work with team members in Europe, the US, and around the globe
• 100% remote forever
• Career progression paths and opportunities for promotion/advancement
• Organized team events and outings

What we're looking for

We are looking for a skilled and reliable CRM Operations Manager with hands-on technical experience in CRM platforms, ideally Braze. This role is perfect for someone who can bridge the gap between CRM, engineering, and data teams, ensuring that customer communications are scalable, consistent, and optimised for performance.

You will be responsible for standardising CRM operations, driving best practices across campaign setup, tagging and naming conventions, optimising use of Braze features (e.g. Connected Content, Canvas, IAM), and supporting proof-of-concepts (POCs) for new tools and processes. The role will focus on improving CRM delivery frameworks, ensuring service messaging is handled efficiently, and enabling the CRM team to operate with increased autonomy and consistency.

Responsibilities

1. 1) Managing Technical Delivery
   You will lead the CRM delivery of tooling rollouts and optimizations, ensuring new platforms and features are implemented seamlessly and effectively.
2. 2) Driving Tooling Strategy
   You will be responsible for defining and executing a strategy for our CRM toolset, including leading a proof-of-concept (POC) for a new tool and ensuring we maximize our use of existing platforms, like Braze.
3. 3) Managing Cross-Functional Collaboration
   You'll work closely with CRM managers to translate their requirements into technical specifications for our engineering and data teams, enabling the CRM team to be more self-sufficient in their day-to-day operations.
4. 4) Improving Operational Consistency
   You'll identify opportunities to improve our creation frameworks, enhancing processes and ensuring operational consistency across all customer communications. You'll also support the CRM team in scaling personalized communications effectively.
5. 5) Enhancing Data and Reporting
   You will lead the charge in enhancing our tracking and reporting capabilities. This includes making sure we have the data we need to measure performance and make informed decisions, as well as developing timely monitoring to identify and address potential issues proactively.
6. 6) Staying Current
   You will stay on top of the latest tools, features, and best practices in the CRM space and champion the adoption of new technologies where appropriate.

Required Skills and Experience:

• 3+ years' experience in CRM operations, CRM tooling, or technical CRM delivery
• Strong experience working with CRM, engineering, and data teams to capture requirements and deliver technical solutions.
• A track record of leading enhancements to tracking and reporting frameworks.
• Experience in improving creation processes to boost operational consistency and enable the scaling of personalized communications.
• A passion for staying current with the latest CRM tools and features and a desire to embed them within the team.
• Strong project management skills, able to prioritise and deliver multiple initiatives
• English at C1 level

Soft Skills:

• Communicates clearly and confidently with both technical and non-technical audiences
• Seeks timely feedback and guidance while demonstrating independent problem-solving
• Provides actionable feedback to peers and participates actively in code reviews
• Documents features and services with clarity and consistency
• Demonstrates steady delivery and progress on assigned tasks
• Experience collaborating with designers, project manager and other stakeholders to deliver technical solutions that meet business objectives.

If you're ready to launch your career to new heights at a company fuelled by passion and innovation, we want to hear from you!