CRM Operations is the engine room of modern lifecycle marketing. This role sits at the intersection of marketing strategy, engineering, and data. The person who fills this role will define how efficiently we build, scale, and future-proof our CRM capability across all brands.
We are looking for someone who goes beyond campaign execution. You will own our engagement platform end-to-end, be the primary bridge between CRM, tech, and data, and raise the ceiling on what our CRM programmes can deliver — technically and commercially.
This is not a pure ops support role. We want someone who brings conviction, craft, and a genuine passion for martech — someone who sees the platform as a product, documentation as a competitive asset, and automation as a lever for lasting impact.
What You Will Own
1. Braze Platform Ownership — Across All Brands
- Be the definitive internal expert and platform owner for Braze across every brand we operate.
- Maintain the canonical operational repository: naming conventions, tagging taxonomy, event and attribute catalogue, link builders, and campaign documentation standards.
- Govern platform hygiene — segment integrity, data event definitions, canvas versioning, and template libraries — so that every team works from a single source of truth.
- Define and enforce best practices for platform usage, and train peers and adjacent teams to operate within them effectively.
- Own deliverability health monitoring: spam rates, bounce rates, ISP reputation signals, and escalation pathways for any platform-level incidents.
2. CRM Tech Stack Strategy & Integration
- Act as the primary CRM stakeholder in all martech and data engineering conversations — scoping requirements, reviewing technical designs, and ensuring delivery meets business needs.
- Lead the evaluation and integration of new CRM capabilities: channels (in-app, push, SMS, WhatsApp), personalisation infrastructure, AI-driven segmentation, and Connected Content extensions.
- Own the integration layer between Braze and the broader data ecosystem — data warehouse syncs, Currents pipelines, CDPs, and event tracking — working closely with data engineering to keep data flows clean, timely, and reliable.
- Proactively research the martech landscape and bring forward capability proposals that address gaps or unlock new levers for engagement and revenue.
3. Campaign Infrastructure & Journey Architecture
- Design and build complex multi-channel journeys and canvas flows — with a focus on scalability, reusability, and rigorous experiment design.
