CRM Manager

Our Mission

At Ophelos we believe in a different way to deal with debt. One that puts empathy and understanding front and centre approaching our customers as individuals no matter what theyre going through.

For too long people in debt have borne the brunt of poor industry practices. Intimidating tactics timeconsuming customer service and a onesizefitsall approach that overlooks the reasons anyone can fall into debt in the first place. Meanwhile businesses suffer too. Poor customer experience translates to poor customer satisfaction high churn rates bad brand reputation and ultimately missed opportunities.

Thats why were taking a radically different approach. Pioneering an industryfirst AInative collections platform we build products that help individuals clear their debts in a way that suits them whilst providing businesses with an improved customer experience and gamechanging insights into their customer base.

Since our launch in 2021 weve worked with some of the UKs leading companies including Octopus Scottish Power and Philips helping millions of people move toward a more stable debtfree future. In 2023 we were acquired by Intrum Europes biggest credit management service and have begun the next phase in our growth expansion into 17 European markets over the next two years.

The Role CRM Manager

Words really matter at Ophelos. We work in a heavily stigmatised industry where people are often made to feel ashamed of their financial situation. What we say and how we say it plays a vital role in helping customers feel safe understood and supported.

As an AInative company were rethinking how customer communications should work making them more intelligent personalised and automated. Were looking for a CRM Manager to join the marketing team and lead that transformation.

Youll own our customer comms strategy across email SMS and letter designing clear thoughtful journeys that guide people through difficult moments with care and clarity. Youll work closely with product data and engineering to build scalable adaptive experiences that evolve over time. And youll help us deepen our understanding of customer behaviour spot opportunities to improve and share insights across the business.

Theres also scope to contribute to wider customerfacing work from content and insights to broader B2C marketing initiatives depending on your interests and experience.

As we expand into new markets youll lead the rollout of our comms internationally ensuring we maintain consistency empathy and impact at scale.

In this role youll get to:

• Own our full customer communications strategy across email SMS and letter
• Develop the foundations for our AIled communications strategy in partnership with product data and engineering
• Manage the rollout of comms updates across all markets working closely with product managers and the Intrum teams (includes overseeing translation and localisation processes)
• Test learn and iterate using data and behavioural insights to guide your work
• Partner with teams across marketing and product to share insights and elevate the customer voice
• Contribute to customerfacing content and campaigns where relevant such as the blog or partnerships

About you

We dont expect you to tick every box but experience in some of the following will help:

• Around 45 years of experience in CRM customer lifecycle or customer marketing roles
• Strong understanding of CRM principles with experience building journeys across email and other channels
• Confident writing empathetic human copy particularly for sensitive topics
• Analytical mindset youre driven by outcomes and comfortable working with data
• A collaborative crossfunctional approach you enjoy bringing ideas to life with others
• Comfortable getting into the details and making things happen not just thinking big

Benefits

We are continually evolving our benefits package at Ophelos. We currently offer:

• Private healthcare through Vitality
• 500 L&D budget
• 200 Working from home allowance
• Cashback on costs of the dentist opticians and more
• 25 days holiday
• Flexible Public Holidays (decide when to take time off)
• 20 days Work From Abroad allowance
• Free access to counselling sessions through our EAP
• Flexible Working arrangement work from home or from the office
• Cycle to work scheme
• Company pension

At Ophelos we are dedicated to ensuring that every candidate has an equal chance to succeed. If you need specific adjustments during the hiring process please let us know.

About Our Team

Ophelos launched in June of 2021 backed by investors such as AlbionVC Connect Ventures and Fly Ventures. In 2023 we were acquired by Intrum Europes biggest credit management service. Our growing team has team helped build some of the worlds most successful businesses including the likes of Monzo Google Oracle ASAPP IBM and more in addition to pioneering innovative products sitting at the intersection of enterprise financial technology artificial intelligence and academia working with institutions such as Oxford University the University of Amsterdam and the University of Hong Kong.

Our Values

Supporting customers and businesses to improve their financial health is a longterm mission. Our company values act as our north star steering our every move as an organisation and are the backbone of our unique company culture. Our values and culture allow us to stay true to our larger purpose even as we continue to grow at a rapid pace.

Customers and Clients first We exist to help real people move through debt and to get clients paid back. This commitment drives how we design products deliver services and interact with customers and clients daily.

Dream big We have ambition and drive to succeed were not just raising the bar were confidently asserting ourselves as the benchmark.

Get it done Were decisive and embrace a sense of urgency; we dont let opportunities get away from us. Wed rather act quickly and take informed risks iterating and learning as we go.

Win as one We work as one team supporting each other and aiming for shared goals. At Ophelos the team isnt just individual departments its all of us together. We challenge and support each other because we care about everyones growth and success.

Ophelos is committed to creating a diverse work environment and is proud to be an equal opportunity workplace providing equal employment and advancement opportunities to all team members. We are building an environment where every Ophelos team member can thrive feel a sense of belonging and do the best work of their careers. We value diversity and recruit hire and promote individuals solely based on talent qualifications competence and merit. We evaluate candidates without regard to race colour religion age sex sexual orientation gender identity national origin disability or other protected characteristics as required by law and as a matter of our company values.

GDPR Notice

When you apply to a job on this site the personal data contained in your application will be collected by Ophelos (Controller) which is located at 1 Finsbury Ave London EC2M 2PF and can be contacted by emailing Controllers data protection officer is Paul Chong who can be contacted at Your personal data will be processed for the purposes of managing Controllers recruitment related activities which include setting up and conducting interviews and tests for applicants evaluating and assessing the results thereto and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller which are the solicitation evaluation and selection of applicants for employment.

Your personal data will be shared with Greenhouse Software Inc. a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controllers behalf. Accordingly if you are located outside of the United States your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects the transfer will be subject to appropriate additional safeguards under. You can obtain a copy of the standard contractual clauses by contacting us at

Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment. Under the GDPR you have the right to request access to your personal data to request that your personal data be rectified or erased and to request that processing of your personal data be restricted. You also have to right to data portability. In addition you may lodge a complaint with an EU supervisory authority.