CRM Operations Manager

Massive Rocket; Remote; GBP 50,000 - 70,000; Full time

Job summary

A high-growth digital marketing agency in the UK seeks a CRM Operations Manager to bridge the gap between CRM engineering and data teams. You will drive operational consistency, manage technical delivery, and enhance reporting capabilities to optimize customer communications. Ideal candidates should have experience in CRM operations and strong project management skills. This role offers 100% remote work and opportunities for career growth.

Benefits

Fast-moving environment

Supportive culture

Career progression opportunities

Organised team events

Qualifications

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

Responsibilities

• Lead the CRM delivery of tooling rollouts and optimisations.
• Define and execute a strategy for our CRM toolset.
• Work closely with CRM managers to translate requirements into technical specifications.
• Identify opportunities to improve creation frameworks and processes.
• Enhance tracking and reporting capabilities for performance analysis.
• Stay updated with the latest tools and practices in the CRM space.

Skills

CRM operations

Technical delivery

Project management

Communication skills

Tools

Braze

CRM platforms

Job description

Who We Are

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 five 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
• Organised 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 standardise CRM operations, drive best practices across campaign set‑up, tagging and naming conventions, optimise use of Braze features (e.g., Connected Content, Canvas, IAM) and support proof‑of‑concepts (POCs) for new tools and processes. The role focuses on improving CRM delivery frameworks, ensuring service messaging is handled efficiently and enabling the CRM team to operate with increased autonomy and consistency.

Responsibilities

• Managing Technical Delivery

  You will lead the CRM delivery of tooling rollouts and optimisations, ensuring new platforms and features are implemented seamlessly and effectively.

• Driving Tooling Strategy

  You will define and execute a strategy for our CRM toolset, including leading a proof‑of‑concept for a new tool and maximising our use of existing platforms like Braze.

• Managing Cross‑Functional Collaboration

  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 day‑to‑day operations.

• Improving Operational Consistency

  Identify opportunities to improve creation frameworks, enhance processes, and ensure operational consistency across all customer communications. Support the CRM team in scaling personalised communications effectively.

• Enhancing Data and Reporting

  Lead the charge in enhancing tracking and reporting capabilities, ensuring we have the data needed to measure performance, make informed decisions, and develop timely monitoring to identify and address potential issues proactively.

• Staying Current

  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 of 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
• Track record of leading enhancements to tracking and reporting frameworks
• Experience improving creation processes to boost operational consistency and enable scaling of personalised communications
• 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