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Marshmallow is a fintech unicorn (founded 2017, 700+ employees, £140M raised) on a mission to make migration easy. The company has grown to insure millions of drivers and provide millions in car loans, and is targeting expansion into becoming one of the largest financial services providers globally.
The CRM Manager role sits within the User Experience team and is responsible for building Marshmallow's CRM operations capability. This is a high-impact individual contributor position focused on platform ownership, governance, and cross-functional enablement rather than people management.
Key responsibilities include:
- Own and evolve CRM operations, shaping how the platform is used across the organisation
- Build governance frameworks for CRM activity, including campaign prioritisation, sequencing, and management across teams
- Enable stakeholders across the business to use CRM effectively, driving adoption while maintaining quality and consistency
- Partner cross-functionally to identify opportunities, align priorities, and improve customer communications
- Use data and testing insights to inform decisions and optimise performance
- Drive high-quality campaign execution through strong operational processes, audience segmentation, scheduling, and platform management
You will work with autonomy and ownership on ambiguous, high-impact work. The role emphasises collaboration, enabling others, and commercial pragmatism. Impact and progression come from the scale and quality of systems, frameworks, and cross-team relationships built, not from managing people.
The role is hybrid (3 days in office) based in London. Visa sponsorship is not available.
Requirements:
- Experience working in CRM operations or CRM management within an in-house, tech-led business with understanding of growth-focused customer communications
- Recent hands-on experience with Braze, alongside practical experience building and managing CRM campaigns, segmentation, metadata, scheduling, and audience setup
- Proven experience creating CRM governance and enabling other teams to use CRM effectively across an organisation
- Strong data literacy, including analysing campaign or email test performance, pulling audiences and segments, and working independently with data
- Confidence using data tools or AI-assisted analysis to generate insights and support decision-making
- Self-starter comfortable with high autonomy and ownership of ambiguous work
- Curious, collaborative approach to working with diverse stakeholders
- Commercially minded and pragmatic mindset
