CRM Platform Lead - Governance & Growth

marshmallow; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Bonus scheme

Private medical insurance with Vitaliy

Mental health support with Oliva

Personal learning budget and 2 L&DDays

Monthly flexible benefits budget

25 days holiday plus bank holidays

4 weeks Work From Anywhere per year

Job summary

Marshmallow is seeking an experienced CRM professional to own and scale CRM operations across the company. You will build governance, enable cross-functional teams and drive data-informed improvements to customer communications.

The role is London-based with a hybrid approach (3 days in the office). You will work closely with the User Experience team to define how CRM is used across the organisation and ensure high-impact, scalable campaigns.

Qualifications

• Experience in CRM operations or CRM management within an in-house, tech-led business.
• Hands-on Braze experience and CRM campaigns, segmentation, metadata, scheduling, and audience setup.
• Proven experience creating CRM governance and enabling other teams to use CRM across an organisation.
• Strong data literacy, including analysing campaign performance and pulling audiences.
• Confidence in using data tools or AI-assisted analysis to generate insights and support decision-making.

Responsibilities

• Own and evolve Marshmallow's CRM operations capability across the organisation.
• Build governance frameworks for CRM activity including prioritisation and sequencing of campaigns.
• Enable stakeholders to use CRM effectively while maintaining quality and consistency.
• Partner cross-functionally to identify opportunities, align on priorities, and improve customer communications.
• Use data and testing insights to inform decisions, optimise performance and maximise impact.
• Drive high-quality campaign execution through robust processes, audience setup, and scheduling.

Skills

CRM operations

CRM governance

Cross-functional collaboration

Data literacy

Braze experience

Tools

Braze

Job description

Marshmallow is seeking an experienced CRM professional to own and scale CRM operations across the company. You will build governance, enable cross-functional teams and drive data-informed improvements to customer communications.

The role is London-based with a hybrid approach (3 days in the office). You will work closely with the User Experience team to define how CRM is used across the organisation and ensure high-impact, scalable campaigns.