CRM Operations is the engine room of modern lifecycle marketing. This role sits at the intersection of marketing strategy, engineering, and data. The person who fills this role will define how efficiently we build, scale, and future-proof our CRM capability across all brands.

 

We are looking for someone who goes beyond campaign execution. You will own our engagement platform end-to-end, be the primary bridge between CRM, tech, and data, and raise the ceiling on what our CRM programmes can deliver — technically and commercially.

 

This is not a pure ops support role. We want someone who brings conviction, craft, and a genuine passion for martech — someone who sees the platform as a product, documentation as a competitive asset, and automation as a lever for lasting impact.

 

What You Will Own

1. Braze Platform Ownership — Across All Brands

• Be the definitive internal expert and platform owner for Braze across every brand we operate.
• Maintain the canonical operational repository: naming conventions, tagging taxonomy, event and attribute catalogue, link builders, and campaign documentation standards.
• Govern platform hygiene — segment integrity, data event definitions, canvas versioning, and template libraries — so that every team works from a single source of truth.
• Define and enforce best practices for platform usage, and train peers and adjacent teams to operate within them effectively.
• Own deliverability health monitoring: spam rates, bounce rates, ISP reputation signals, and escalation pathways for any platform-level incidents.

 

2. CRM Tech Stack Strategy & Integration

• Act as the primary CRM stakeholder in all martech and data engineering conversations — scoping requirements, reviewing technical designs, and ensuring delivery meets business needs.
• Lead the evaluation and integration of new CRM capabilities: channels (in-app, push, SMS, WhatsApp), personalisation infrastructure, AI-driven segmentation, and Connected Content extensions.
• Own the integration layer between Braze and the broader data ecosystem — data warehouse syncs, Currents pipelines, CDPs, and event tracking — working closely with data engineering to keep data flows clean, timely, and reliable.
• Proactively research the martech landscape and bring forward capability proposals that address gaps or unlock new levers for engagement and revenue.

 

3. Campaign Infrastructure & Journey Architecture

• Design and build complex multi-channel journeys and canvas flows — with a focus on scalability, reusability, and rigorous experiment design.
• Set the infrastructure standard for experimentation: variant logic, holdout groups, statistical significance thresholds, and result documentation.
• Partner with CRM campaign managers to translate commercial goals into technically sound, testable, and deliverable programme architecture.
• Develop reusable templates, modular canvas components, and Connected Content patterns that accelerate campaign production across teams.

 

4. Data Stewardship & Operational Integrity

• Co-own data quality: monitor data syncs, audit attribute and event accuracy, and proactively surface anomalies before they affect live campaigns.
• Design and maintain data schemas and supporting tables that power personalisation, segmentation, and reporting.
• Champion a culture of documentation — ensuring that platform decisions, data definitions, and operational processes are captured, maintained, and accessible.

 

5. Cross-Functional Enablement (CRM Chapter Support)

• Be the go-to resource for any team — CRM, product, brand, or engineering — with questions about CRM platform capability, data availability, or technical approach.
• Run structured enablement sessions and create reference materials that reduce dependency on tribal knowledge and accelerate onboarding.
• Represent CRM Ops in cross-functional product and data squads, ensuring the CRM programme's requirements are scoped, prioritised, and delivered.
• Coach and develop the existing operational specialist, setting clear ownership boundaries, reviewing their work, and creating space for them to grow into broader platform responsibilities over time.

 

Who We Are Looking For

Experience

• 4-7 years of CRM or lifecycle marketing operations experience, with meaningful time spent in B2C SaaS or subscription environments.
• Deep, hands-on Braze expertise: Canvas architecture, Liquid personalisation, Connected Content, event-triggered flows, and deliverability management.
• Demonstrated experience working directly with technical teams — martech engineers, data engineers, or product managers — to scope and deliver platform enhancements.
• Track record of building or significantly improving CRM infrastructure (not just executing within existing setups).

 

Technical Skills

• Proficiency in HTML and CSS for email and in-app message templating.
• Working knowledge of SQL for data exploration, audience validation, and ad hoc analysis.
• Comfort with APIs — reading documentation, using Postman, and integrating third-party data into Braze via Connected Content or webhook workflows.
• Familiarity with data warehouse concepts (Snowflake, BigQuery) and event-tracking schemas (e.g. Segment, Amplitude, custom event models).

 

Mindset & Ways of Working

• Platform thinker: you see Braze as a product to be owned and improved, not just a tool to execute in.
• Documentation-first: you write things down, keep them current, and treat operational clarity as a deliverable.
• Commercially grounded: you connect technical decisions to revenue and engagement outcomes, and communicate this clearly to non-technical stakeholders.
• Self-directed: you do not wait to be unblocked — you research, test, escalate intelligently, and move forward.
• Collaborative without being passive: you work well across functions and bring clear points of view to technical debates.

 

#LI-NL1

Before you apply

• At the moment, we do not sponsor visas in the EU. For Hong Kong, we require at least two years of working experience and a university degree in a related field. For Singapore and the UK, we can only sponsor visas for mid-career or above.
• Please upload your resume as a PDF and do not include any salary or compensation information in it.

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