{"id":510779,"url":"https://alion.io/job/marshmallow-senior-crm-operations-manager","title":"Senior CRM Operations Manager","company":{"id":51359,"name":"Marshmallow","domain":"marshmallow.com","url":"https://alion.io/company/marshmallow","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":95,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":65,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":81000,"max_usd":136000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":111},"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Braze","optional":false}],"status":"live","first_seen_at":"2026-07-20T07:16:49Z","employer_posted_date":"2026-07-20","last_verified_at":"2026-11-04T13:30:05Z","board_verified":true,"closed_at":null,"days_open":107,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":107},"description":"We’re on a mission to make migration easy.\nWe started building Marshmallow in 2017. Since then, we’ve grown from 3 to 700+ people, gained unicorn status, raised ~£140M over three funding rounds, turned profitable, insured millions of drivers and lent millions in car loans.\nBut we’re only just getting started. Our goal is to become one of the largest financial services providers in the world. Over the next 10 years we’ll grow exponentially, not only by scaling our existing products, but also by building new ones.\nTo achieve our goals we need incredibly ambitious, commercially driven people who never settle for ‘good enough’. Marshmallowers are hungry for autonomy and ownership, and would rather improve than coast. Everyone raises standards and has an impact, with a focus on collective success over self-interest.\nWe’ve created an environment where curious, tenacious people win and grow together. If that sounds motivating, this could be the place for you.\nLondon (hybrid, 3 days in office)\nCRM at Marshmallow\nCRM sits within the User Experience team, helping Marshmallow build more effective, joined-up communication with our customers across the business. CRM is a meaningful driver of impact for the organisation, with clear opportunities to improve how we engage customers and measure the value of that work.\nThis role will help shape how CRM is used at Marshmallow by building strong foundations, enabling others to use the platform effectively, and creating the governance needed to make customer communications work better across multiple teams. We’re looking for someone who is excited by ownership, enjoys working cross-functionally, and wants to help scale CRM in a thoughtful, high-impact way. This is an individual contributor role with deep platform and governance ownership, rather than a people-management track. Your impact and progression come from the scale and quality of the systems, frameworks, and cross-team relationships you build, not from growing a team. \nWhat you'll be doing\nOwn and evolve Marshmallow’s CRM operations capability, helping shape how the platform is used across the organisation.\n\nBuild strong governance frameworks for CRM activity, including how campaigns are prioritised, sequenced, and managed across teams\n\nEnable and support stakeholders across the business to use CRM effectively, increasing adoption while maintaining quality and consistency.\n\nPartner cross-functionally with teams across the organisation to identify opportunities, align on priorities, and improve customer communications.\n\nUse data and testing insights to inform decisions, optimise performance, and ensure CRM activity is driving measurable impact\n\nDrive high-quality campaign execution through strong operational processes, audience segmentation, scheduling, and platform management.\n\nWho you are\nYou’re a self-starter who is comfortable with a high level of autonomy and enjoys taking ownership of ambiguous, high-impact work.\n\nYou’re curious and collaborative, and you like working with lots of different stakeholders to move work forward.\n\nYou’re someone who believes in enabling others, not gatekeeping expertise, and you’re motivated by helping teams do better work together\n\nYou’re commercially minded and pragmatic, with a strong instinct for where to focus your time to unlock the most value\n\nWhat you'll bring\nExperience working in CRM operations or CRM management within an in-house, tech-led business, with a strong understanding of growth-focused customer communications.\n\nRecent hands-on experience with Braze is needed for the role, alongside practical experience building and managing CRM campaigns, segmentation, metadata, scheduling, and audience setup\n\nProven experience creating CRM governance and enabling other teams to use CRM effectively across an organisation\n\nStrong data literacy, including analysing campaign or email test performance, pulling audiences and segments, and working independently with data rather than relying entirely on analyst support.\n\nConfidence in using data tools or AI-assisted analysis to generate insights and support decision-making.\n\nPerks of the job\nBonus scheme designed to reward high performance\n\nPrivate medical insurance with Vitality, mental health support with Oliva\n\nPersonal learning budget and 2 dedicated L&D days a year\n\nMonthly flexible benefits budget to spend as you choose\n\n25 days holiday plus bank holidays\n\n4 weeks Work From Anywhere per year\n\nWe are able to offer visa sponsorship for this position.\nOur process\nInitial call with a member from our Talent Team (30 mins)\n\nPast Experience interview with Hiring Manager (60 mins)\n\nOnsite case study interview with a couple of the team (90 mins)\n\nCulture interview (60 mins)\n\nDiversity of thought\nWe know the best ideas come from having different perspectives in the room - and we're committed to hiring fairly, regardless of background, identity or experience. 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