CRM Operations Manager

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

Job summary

Hyra, a global financial services business in Greater London, is seeking a CRM Operations Manager to join its Customer Operations team. You will deliver, test and optimise multichannel CRM campaigns across the customer lifecycle, working with Product, Marketing, Customer Experience, Content and Support to ensure communications are compliant and effective.

Responsibilities include building and QA testing campaigns across email, push, SMS and in-app messages, managing execution, audience data,

Qualifications

• 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.

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

CRM campaigns

Regulated environment

Stakeholder management

Analytics

A/B testing

Organised

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