CRM Operations Manager

Confidential; Greater London; On-site; GBP 101,000 - 120,000; Full time

Job summary

Confidential, a global financial services business, is seeking a CRM Operations Manager to lead multichannel CRM campaigns and operate across the customer lifecycle. You will work with Product, Marketing, Customer Experience, Content and Support to ensure compliant, effective communications.

You'll build, test and optimise journeys, manage audience data and consent processes, and run KPI dashboards. Strong analysis, stakeholder management and a detail-oriented approach are essential.

Qualifications

• Experience delivering CRM campaigns in a regulated environment.
• Hands-on experience with enterprise CRM/marketing automation platforms (Braze, Salesforce Marketing Cloud, Adobe Campaign, MoEngage or similar).
• Strong understanding of customer segmentation, lifecycle marketing and automated journeys.
• Experience managing campaigns from briefing through execution and reporting.
• Excellent analytical skills with the ability to validate data and interpret campaign performance metrics.
• Knowledge of A/B testing methodologies and campaign optimisation techniques.
• Strong stakeholder management and communication skills.
• Highly organised with excellent attention to detail.

Responsibilities

• Building, scheduling and QA testing CRM campaigns across email, push notifications, SMS, in-app messaging and customer communications.
• Managing campaign execution and supporting real-time communications delivery.
• Ensuring audience selection, data accuracy and consent management processes are followed.
• Developing and optimising automated customer journeys and triggered communications.
• Running A/B and multivariate testing programmes to improve campaign performance.
• Monitoring campaign performance, reporting against KPIs and maintaining dashboards.
• Partnering with cross-functional teams to manage briefs, approvals, timelines and launches.
• Supporting compliance, governance and risk requirements throughout campaign delivery.
• Creating documentation, runbooks and best-practice processes to improve operational efficiency.

Skills

Stakeholder management

Data analysis

Project management

Regulated environment experience

Tools

Braze

Salesforce Marketing Cloud

Adobe Campaign

MoEngage

Job description

Your new company

A global financial services business is looking for a CRM Operations Manager to join its Customer Operations team.

This is an opportunity to join a fast-paced, collaborative team that delivers impactful, data-driven communications across multiple customer touchpoints, helping drive engagement, retention and customer experience.

Your new role

As CRM Operations Manager, you'll be responsible for the delivery, testing and optimisation of multichannel CRM campaigns across the customer lifecycle. Working closely with stakeholders across Product, Marketing, Customer Experience, Content and Support, you'll ensure communications are delivered accurately, compliantly and effectively.

Key responsibilities will include

• Building, scheduling and QA testing CRM campaigns across email, push notifications, SMS, in-app messaging and customer communications.


• Managing campaign execution and supporting real-time communications delivery.


• Ensuring audience selection, data accuracy and consent management processes are followed.


• Developing and optimising automated customer journeys and triggered communications.


• Running A/B and multivariate testing programmes to improve campaign performance.


• Monitoring campaign performance, reporting against KPIs and maintaining dashboards.


• Partnering with cross-functional teams to manage briefs, approvals, timelines and launches.


• Supporting compliance, governance and risk requirements throughout campaign delivery.


• Creating documentation, runbooks and best-practice processes to improve operational efficiency.

What you’ll need to succeed

• Experience delivering CRM campaigns within a regulated environment.


• Hands‑on experience with enterprise CRM or marketing automation platforms such as Braze, Salesforce Marketing Cloud, Adobe Campaign, MoEngage or similar.


• Strong understanding of customer segmentation, lifecycle marketing and automated journeys.


• Experience managing campaigns from briefing through to execution and reporting.


• Excellent analytical skills with the ability to validate data and interpret campaign performance metrics.


• Knowledge of A/B testing methodologies and campaign optimisation techniques.


• Strong stakeholder management and communication skills.


• A highly organised approach with excellent attention to detail.

What you’ll get in return

• Opportunity to work for a recognised market‑leading organisation.


• Day rate of £550-650/day PAYE