CRM Operations Manager

We deliver progress. What youll do and how you will make an impact.

As a CRM Ops Manager at UW your roles mission is to architect a resilient technical ecosystem and masterfully execute complex journey orchestrations establishing the high-performance standards for our future CRM Operations growth.

Your core responsibilities will include:

• Operational Orchestration: own the end-to-end delivery of highly complex multi-channel campaigns defining the necessary processes and technical how to meet strategic business objectives.
• Functional Design: architect the technical workflows and documentation frameworks that will enable the team to scale ensuring the CRM Ops function is resilient and ready for future growth.
• Independent Problem Solving: resolve complex automation conflicts and data bottlenecks through deep-dive analysis of SQL/Liquid logic segmentation and event-based triggers.
• Process Optimisation: use expert-level knowledge of Braze BigQuery or Knak to refine execution and optimise content module frameworks for maximum efficiency.
• Cross-Functional Influence: act as the lead technical consultant for Customer Marketing Product and CS obtaining buy-in for operational initiatives and resolving conflicts across diverse stakeholders.
• Proactive Risk Management: anticipate platform risks and process opportunities within your stream implementing mitigations before they impact performance or the P&L.
• Subject Matter SME: serve as the primary mentor for other teams providing guidance on advanced training and setting the Community of Practice standards for CRM delivery.
• Resource Efficiency: track and monitor operational costs (messaging credits data points platform usage) to ensure the most efficient use of UWs technology investment.

We work together. Your team and the people you will work with

The CRM Operations Manager is the primary architect of our delivery standards and the operational anchor for our technical workstreams. You act as the guardian of how we work ensuring that the Community of Practice is translated into repeatable high-quality processes. You partner closely with the Senior CRM Ops Manager to refine the technical talent ecosystem proactively identifying growth opportunities and ensuring the departments output is consistently resilient scalable and best-in-class.

Qualifications :

To be successful in this role heres the skills and experience were looking for you to bring:

• Expert-Level Delivery
  • Complex Execution: proven experience delivering results across complex multi-workstream teams where you have built the operational roadmap from scratch.
  • Strategic Planning: a track record of taking broad objectives and presenting detailed plans of action that address business challenges through sophisticated CRM logic.
• Technical Domain Expertise
  • Technical Authority & Orchestration: deep hands-on expertise in Braze Knak and BigQuery; you understand how these systems integrate to power flawless execution.
  • Troubleshooting & Process Engineering: you serve as the ultimate escalation point for diagnosing complex automation or data failures and can re-engineer workflows for scale.
• Capability Building & Mentorship
  • Designing for Scale: experience identifying the technical skillsets and structural requirements needed for a function to grow over a 12-month horizon.
  • Advanced Coaching: demonstrated ability to mentor peers and cross-functional partners fostering a culture of technical excellence without the need for formal reporting lines.
• Core behaviours:
  • Guardian of Excellence: you dont just manage the now you proactively build the process design and documentation required for the next.
  • Sound Judgment: you are a trusted decision-maker who resolves complex dependencies with a deep understanding of data and customer impact.
  • Adaptable Orchestrator: you demonstrate adaptability by suggesting pivots that enable the business to do the right thing and refining execution to capitalise on opportunities.
  • Confident Communicator: you influence cross-functional teams to obtain buy-in for operational initiatives reaching consensus on varied and complex challenges.
  • Performance Driver: you proactively drive performance by refining execution and anticipating platform risks before they impact the business.

Additional Information :

So why pick UW

Weve got big ambitions so theres going to be plenty of challenges. There are also a lot of benefits: 

• An industry benchmarked salary. Well share it during your first conversation.
• Share Options and a Save as You Earn scheme.
• Hybrid working with 2 days in the office. (Were definitely open to discussing flexible working arrangements)
• Electric Car salary sacrifice scheme through Tusker
• Discount on our services and you get our coveted Cashback Card for free. Youll also get access to 100s of rewards and discounts through Perkbox
• A matched contribution pension scheme and life assurance up to 4x your salary. You can also access free mortgage advice and a financial wellbeing tool.
• Family-friendly policies designed to help you and your family thrive.
• Discounted private health insurance access to an Employee Assistance line and a free Virtual GP. Our wellbeing app Unmind supports your mental health.
• Belonging groups that help UW shape an even more inclusive future.
• A commitment to helping you develop your career journey through learning coaching and new experiences

Apply here!  

Youve got this far Hit apply - we cant wait to hear from you! Worried you dont hit all the criteria We welcome applications from diverse and varied backgrounds so get your application in and lets chat!

Claire Fennell will be your point of contact throughout the recruitment process. 

Not sure you meet all the requirements Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification when in fact they often do.

We provide equal opportunities a diverse and inclusive work environment and fairness for everyone. You are welcome to apply no matter your age disability gender marriage or civil partnership status pregnancy and maternity status race religion or belief or sexual orientation. Please dont be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.

Please note if you are successful and offered a role at UW you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks could lead to withdrawal of an offer of employment.

Remote Work :

No

Employment Type :

Full-time