CRM Platform & Governance Lead

Jackalope Digital LLC; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Bonus scheme

Private medical insurance with Vitalty

Mental health support with Oliva

Learning budget and L&D days

Flexible benefits budget

25 days holiday

Work From Anywhere 4 weeks

Job summary

Marshmallow is seeking an ambitious CRM specialist to own and evolve our CRM operations across the business. You will build governance, enable teams to use the platform effectively, and partner across functions to improve customer communications.

The role focuses on using data and testing to inform decisions, optimise performance, and drive measurable impact, with a bias toward ownership and high-impact work in a fast-growing financial services environment.

Qualifications

• Experience in CRM operations or CRM management within an in-house, tech-led business.
• Hands-on experience with Braze and managing CRM campaigns, segmentation, metadata, scheduling.
• Proven experience creating CRM governance and enabling other teams to use CRM effectively.
• Strong data literacy, including analyzing campaign performance and pulling audiences.
• Confidence using data tools or AI-assisted analysis to drive decisions.

Responsibilities

• Own and evolve Marshmallow's CRM operations capability across the organisation.
• Build governance frameworks for CRM activity, prioritisation, sequencing, and cross-team management.
• Enable and support stakeholders to use CRM effectively while maintaining quality and consistency.
• Partner cross-functionally with teams to identify opportunities, align on priorities, and improve communications.
• Use data and testing insights to inform decisions, optimize performance, and measure impact.
• Drive high-quality campaign execution through processes, audience segmentation, scheduling, and platform management.

Skills

CRM operations

Braze

CRM governance

Data literacy

Stakeholder enablement

Cross-functional collaboration

Data analysis

Tools

Braze

Job description

Marshmallow is seeking an ambitious CRM specialist to own and evolve our CRM operations across the business. You will build governance, enable teams to use the platform effectively, and partner across functions to improve customer communications.

The role focuses on using data and testing to inform decisions, optimise performance, and drive measurable impact, with a bias toward ownership and high-impact work in a fast-growing financial services environment.