CRM Operations Manager

We're looking for a technically skilled CRM operator to join our customer marketing team and help own how we build and manage customer journeys. This role blends marketing insight with hands-on expertise in campaign set-up and automation - helping us scale personalised customer communications with precision and care.

You'll be the second CRM ops manager in the team and report to the Senior Marketing Manager overseeing CRM. You'll design and implement CRM workflows in our platform, Customer.io - working closely with our data team to enable segmentation and with our campaign managers to bring ideas to life. You'll have full responsibility for maintaining the performance, reliability and structure of our marketing CRM platform, and be a key contributor in how we drive customer engagement and optimise the full lifecycle experience.

What you'll do

• Build and maintain marketing campaigns across email, SMS and push in Customer.io - ensuring robust setup, QA and performance tracking
• Collaborate with data teams to integrate customer attributes and events, ensuring data is usable and reliable for segmentation
• Create and manage audience segments based on user behaviour, lifecycle stage and product usage
• Evaluate and implement new CRM tools and platform features
• Monitor and maintain platform health - resolving issues, maintaining structure, and applying best practices
• Lead incident management for CRM platform and campaign issues - quickly diagnosing problems, coordinating cross-team responses and ensuring timely resolution to minimise business impact
• Implement personalisation and A/B testing frameworks to optimise delivery and performance
• Ensure high quality of CRM documentation and platform governance - including naming conventions, foldering and campaign lifecycle
• Ensure all journeys are compliant with regulatory requirements and consent preferences - partnering with compliance as needed
• Track CRM performance and identify opportunities for improvement in logic, automation, structure and targeting

What you'll bring

• 6+ years of experience in CRM operations or marketing automation
• Proficiency in Customer.io or equivalent platforms - with hands-on experience building journeys and segments
• Basic to intermediate knowledge of HTML, SQL and/or Liquid
• Strong understanding of marketing automation principles, multi-channel orchestration and platform governance
• Experience with data integration, data modelling and behavioural segmentation
• Attention to detail and a structured approach - you take pride in building systems that are clean, scalable and reliable
• Champion of data security and privacy best practices related to CRM platform operations and access controls, ensuring compliance and safeguarding customer information
• Comfortable working independently and owning end-to-end technical delivery
• Strong collaboration and communication skills - able to work closely with marketers, analysts, product teams and engineers
• Confidence in using campaign performance data to inform improvements and test new approaches

In return for your contribution, we offer a base salary of £60,000 - £70,000 DOE + benefits.

Please note, as a regulated business we are required to run background checks for all employees which covers adverse financial and unspent convictions. These will only take place upon a successful job offer.

About Octopus Group
Octopus is a group of companies which invests in the people, ideas and industries that will help to change the world. We collectively believe that the companies serving two of our most important needs - our financial wellbeing and our planet's future - are failing. And we want that to change. We want everything we do, whether that's in financial services or energy supply, to have a positive impact on the people it touches. The energy supply business - Octopus Energy is the rated UK energy supply business, and the only one to be recommended by Which? three years in a row.

Perks & Benefits

Make a difference
We're on a mission to help millions of people improve their finances. Seeing the impact we can make on our client's lives is deeply rewarding, and motivates the whole team to keep doing more to improve our service. Our client feedback is extremely positive, with a rating of 4.8 out of 5 on Vouchedfor.

Flexible working
We currently operate a hybrid model which is a mix of office and remote. You'll have the option of working from home 2 days per week (Monday and Friday) with the remainder from our central London office in Holborn.

Work from anywhere
We give an 18 day work from anywhere allowance to swap out the on site days or take some time working from another country. NB - Due to compliance regulations this does not apply to individuals that give regulated financial advice.

Join a great team
We're a diverse team with decades of experience in financial services and a proven track record. We believe in treating everyone with transparency and respect.

Rapidly grow your career
We believe in hiring people who are better than us, and giving them opportunities to achieve great things. As we continue to scale up, there will be opportunities for ambitious new joiners to demonstrate their skills and take on bigger roles.

Share incentive plan and team bonus
Being part of Octopus we benefit from the group share incentive plan. In addition, for those who are not commission based we offer a team bonus provided we meet our team goals.

Pension, enhanced parental leave, private medical insurance & other perks
As an Octopus Money employee you'll get access to a company pension, enhanced parental leave, PMI, day off for your birthday and other benefits to make sure you're healthy and happy, now and in the future!

We believe in equal financial education for everybody, no matter their background. We pride ourselves on building an inclusive working environment where diversity is celebrated.

We do not and never will discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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What interests you in applying for this role?

(We'd love to hear your take - not ChatGPT's for this and the following)

From your direct experience, please describe the strengths and weaknesses of customer.io vs Braze.

What's a CRM platform rule or "best practice" you think is overhyped or worth breaking (and why)?

Can you briefly describe a time you used HTML, SQL, or Liquid to solve a specific problem in a CRM campaign?

What are your salary expectations?

If you are looking at basic salary + OTE / bonus please detail this.

Please confirm you are happy to work 3 days (Tues, Weds, Thurs) on-site from our 33 Holborn, London office. Select

What is your notice period / availability to start?

Please detail notice period or potential start date. We know this can change so just an estimate is great!

Please confirm you are eligible to work in the UK. Select